Customer Success Manager with Market Research experience (Sweden/Finland/UK)

Role overview

As a Customer Success Manager, you will be responsible for a portfolio of European enterprise clients, with the goal of growing and renewing the revenue of that portfolio. You should ensure your clients achieve maximum value from our solutions, driving customer satisfaction and loyalty.

Also, you will build your network within their organizations, with the aim of bringing on additional teams and operating units that would benefit from our solutions. You will work closely with managed services, sales, product, and support teams to provide a seamless customer journey and foster long-term partnerships.

In short, you will be the advocate for the customer within our company, ensuring their needs are met and exceeded.

Key Responsibilities

Customer Engagement

• Serve as the primary point of contact for a designated portfolio of clients.
• Conduct regular check-ins and business reviews to ensure ongoing success and satisfaction, as well as identify new use-case and teams of users.
• Foster strong relationships with key stakeholders to enhance the overall customer experience.
• Drive business outcomes: support our clients in innovating more successfully

Onboarding and Training

• Oversee the seamless onboarding process for new users, as well as potential new clients added to the portfolio.
• Develop and deliver training sessions to educate customers on the full capabilities of our solutions.
• Ensure customers are set up for success from the start by providing guidance and best practices. This can be both in terms of strategic guidance on how other clients are using Cambri to innovate more successfully, Will also include to users running tests, giving advice on methodology and how to best use the platform.

Renewals and Expansion

• Proactively manage the contract renewal process to ensure continued customer partnership, and increased contract value.
• Identify opportunities to expand service usage and uncover additional areas for value creation. This is done both by activating existing users and by building your network within the client organization to identify teams as well as other operating units that would benefit from using Cambri’s solutions.
• Collaborate with sales teams on select accounts to maximize revenue potential from current clients.

Customer Advocacy and Feedback

• Act as the voice of the customer internally, providing insights to product and development teams.
• Gather and analyse client feedback to drive continuous improvement.
• Develop and implement feedback loops that contribute to product enhancements.

What Leads to Success in This Role

At Cambri, we believe in setting clear objectives. Here are our expectations for your first year with us:

• • After 3 months you will be fully onboarded to Cambri and its platform and will have taken over your first client accounts. You will be able to handle support requests pertaining to your own accounts independently and have identified improvement areas in the Cambri platform.
• • After 6 months you will have full ownership of your client portfolio and have familiarized yourself with your clients’ ways of working. You will be proactively identifying opportunities for expanding usage.
• • After 12 months you will show a Net Revenue Retention of 115% or higher among your book of business and have identified several new growth opportunities among your portfolio.

Essential Qualifications

• Proven experience in a customer success, account management, or similar role
• Strong ability to build and maintain client relationships.
• Market Research expertise on a level that you can answer basic methodology questions from users.
• Excellent communication and presentation skills.
• This position can be based in either UK, Sweden or Finland. It is critical that you are fluent in the local language of the market where you are based.

Preferred Qualifications

• Proven ability to grow revenue of a client portfolio.
• Experience working in a SAAS environment.
• Understanding of CRM systems and customer success tools.
• Proficiency in utilizing data to drive client decisions.

Key Skills

• Empathy and a customer-centric approach.
• Exceptional problem-solving and decision-making abilities.
• Self-motivated with a proactive attitude towards achieving results.

Our Company and Its Mission

"We help consumer brands to bring new products successfully to market."

Cambri's mission is to reduce waste from people’s lives and the planet by helping companies to avoid launching products that do not have a true consumer need.

We are a Nordic res-tech company founded in 2018 and composed of dedicated academics, technologists, product developers, data scientists, innovators, and insights professionals.

With the help of Cambri, all brand and product teams can innovate in an iterative test-and-learn manner, bringing only purposeful and long-lasting brands, products, and services to market.

Internally, we encourage an open, collaborative, inclusive working environment. We follow our values of Ambition, Velocity, One Team, Impact, and Curiosity to fulfill our mission.

We are looking for a talented Customer Success Manager to join our dynamic team. Join us in helping brands bring real value to their customers and the planet!