Customer Success Manager - Enterprise (SaaS)

TL;DR

Customer Success Manager - Enterprise (SaaS): Managing the long-term health and retention of a portfolio of large brand and agency accounts with an accent on relationship building, solution embeddedness, and business outcomes. Focus on driving platform adoption, navigating complex stakeholder networks, and ensuring high renewal rates through strategic account planning.

Location: Copenhagen, Denmark (Hybrid). Candidates must already be based in Denmark.

Company

Global leader in consumer and media intelligence, engagement, and communication solutions, empowering over 75,000 companies to understand their audiences.

What you will do

• Own retention and renewal processes for a portfolio of enterprise accounts, collaborating with Account Managers on QBRs and growth plans.
• Build and maintain trusted relationships with executive stakeholders to align solutions with long-term business goals.
• Oversee the onboarding journey and lead training initiatives to maximize customer ROI and platform adoption.
• Identify and escalate product feedback to the product team to influence the roadmap and manage customer expectations.
• Orchestrate cross-functional teams, including Onboarding Specialists and Professional Services, to provide a seamless customer experience.
• Maintain accurate customer records and renewal data within CRM and customer success systems.

Requirements

• 3+ years of experience in a customer-facing role, preferably within a SaaS or technology environment.
• Proven track record of managing large, complex enterprise accounts with multiple stakeholders.
• Strong understanding of social media platforms and social listening/monitoring tools.
• Experience developing strategic account plans and delivering strong retention outcomes.
• Proficiency with CRM and CS tools such as Salesforce, Gainsight, Zendesk, or JIRA.
• Ability to work independently and collaborate across cross-functional teams in a fast-paced environment.

Nice to have

• Proficiency in Spanish or French.
• Familiarity with Boolean search logic and data analysis.

Culture & Benefits

• Comprehensive health insurance, pension plan, and critical illness cover.
• Wellness benefits including Copenhagen Float and Headspace.
• Office perks such as daily breakfast and lunch.
• Phone subscription and Employee Assistance Programme (EAP).
• Commitment to diversity, equity, and inclusion, with a focus on an inclusive work environment.