Scaled Customer Success Manager (Nordics)

TL;DR

Scaled Customer Success Manager (Nordics): Managing a large portfolio of SMB customers to drive activation, adoption, and retention through automated journeys and data-driven insights. Focus on building scalable growth engines, optimizing cost-to-serve, and systematically feeding customer feedback into product development.

Location: Must be based in or able to work from the Copenhagen office (Hybrid)

Company

hirify.global is a leading operating data platform connecting people, assets, and processes in the construction industry.

What you will do

• Design and implement scalable onboarding programs and automated customer journeys.
• Monitor usage trends and proactively mitigate churn risks using data insights.
• Develop self-service resources, tutorials, and playbooks to drive product adoption.
• Collaborate with sales, marketing, and product teams to refine customer engagement strategies.
• Track key performance indicators like WAU, MAU, and health scores to optimize processes.
• Act as a liaison between customers and internal teams to relay feedback and resolve issues.

Requirements

• Fluent in Danish and English (required)
• Experience with customer success platforms (e.g., Planhat, Gainsight, Vitally) and CRM tools (e.g., Salesforce, HubSpot).
• Strong data-driven mindset with the ability to interpret usage trends.
• Ability to manage multiple customer accounts in a fast-paced environment.
• Strong communication and presentation skills.
• Must be able to work from the Copenhagen office in a hybrid capacity.

Nice to have

• Ability to understand or speak Swedish and/or Norwegian.

Culture & Benefits

• Flexible hybrid work environment with support for necessary IT equipment.
• International team culture with regular social events and cross-border collaboration.
• Strong focus on personal and professional development through training and coaching.
• Inclusive workplace committed to diversity and merit-based assessment.
• Agile growth environment within a leading SaaS company.

Hiring process

• Virtual meet and greet with People & Talent.
• Second interview with the direct leader and potential colleagues.
• Assignment-specific interview involving a case study presentation.
• Offer presentation and walk-through.