Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the long-term success, retention, and growth of a portfolio of customer accounts with an accent on product adoption and strategic relationship management. Focus on driving measurable business outcomes, executing retention plans, and aligning product value with client goals.

Location: Copenhagen, Denmark. Must be already based in Denmark

Company

Cision/hirify.global is a global leader in consumer and media intelligence, engagement, and communication solutions.

What you will do

• Own retention across your customer portfolio, managing renewals and executing retention plans.
• Build trusted relationships with executive stakeholders to align solutions with business goals and strategy.
• Drive product adoption by overseeing onboarding journeys and leading training initiatives.
• Grow accounts by expanding the value customers realize from the platform and embedding it into their workflows.
• Act as the customer's voice by escalating product feedback and managing roadmap expectations.
• Collaborate with Account Managers, Onboarding Specialists, and Professional Services for a seamless customer experience.

Requirements

• 3+ years' experience in a customer-facing role, ideally within SaaS or a similar tech environment.
• Must be already based in Denmark.
• Strong understanding of social media platforms and social listening or monitoring tools.
• Proven ability to develop strategic account plans with a track record of strong retention outcomes.
• Experience building relationships with senior stakeholders and executive sponsors.
• Proficiency with CRM and CS platforms such as Salesforce, Gainsight, Zendesk, or JIRA.

Nice to have

• Fluency in Arabic or Danish depending on the specific customer portfolio.
• Familiarity with Boolean search logic and data analysis.

Culture & Benefits

• Comprehensive Health Insurance and Pension Plan.
• Wellness benefits including Copenhagen Float and Headspace.
• Office perks such as provided breakfast and lunch.
• Employee Assistance Programme (EAP) and phone subscription.
• Inclusive environment committed to diversity, equity, and inclusion.