Senior Customer Success Manager

Background:

We are looking for a Senior Customer Success Manager who will be responsible to ensure the long-term success of our biggest and most strategic enterprise customers.

As a Customer Success Manager, you will help our customers to make the most of their investment in Mentimeter. You will be doing this by driving customer value, retention and growth of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.

To be able to deliver an amazing customer experience, you will work closely with all parts of Mentimeter (Product, Marketing and Sales). You will serve as a strategic partner on assigned accounts, to bridge the gap between customer challenges and Mentimeter solutions.

Mentimeter has grown fast within the larger Enterprise customer segment in the past years. With this growth, we have seen an increasing demand for organizations to roll out Mentimeter on a wider scale. This has led to an internal need of strategically developing partnerships with- and supporting some of our largest Enterprise customers.

What You’ll Do 

• Manage a book of Key Accounts with full responsibility for driving successful adoption & usage, ensuring the customer achieves the desired value of Mentimeter


• Help your Enterprise customers develop successful onboarding, roll-out and training strategies by working closely with C-level stakeholders and key influencers in various departments/teams/regions 


• Be a Mentimeter expert and act as a strategic advisor towards your customers on how Mentimeter can help them reach their goals 


• Work closely with our Senior Relationship Manager to set and implement strategies for retention and growth by proactively seeking ways to increase and prove the value of Mentimeter 


• Act as a bridge between sales, product and business development to proactively seek improvement of our Enterprise offering and be the voice of your customers 


• Utilize Mentimeter, client and other data to derive insights and use these to drive greater client engagement 


• Act as an internal expert through sharing knowledge and learnings with the organization and assist the rest of the sales team in high level discussions with potential customers 


• Be part of developing customer success strategies and best practices 


• Work across the different customer segments in which strategic potential has been identified

Responsibilities not included in the role:

• Closing new contracts (Account Executives do that)


• The commercial responsibility of current customers (Relationship Managers do that)


• Day-to-day support (We have minimal support, and a support specialist is responsible for this)

Resources we have to support you:

• World-class lead generation from the Marketing and Product teams


• Marketing and Sales team to support in analysis and tactics


• Sales Operation function


• Sales Enablement function 


• Professional CRM and data gathering services (PlanHat, SalesLoft, Intercom, Mixpanel, Google Analytics, Salesforce etc.)

Skills & Requirements

Who You Are 

We believe you have 3-5 years working as a Customer Success Manager in which you have gained the following skills: 

• Communication & Stakeholder Management 


• Proven track record in successfully addressing C-suite executives with a structured and proactive approach to drive continuous dialogues 


• Strong presentation skills


• Strong technical knowledge to independently lead discussions with customers on security-related inquiries and provide appropriate support as needed.


• Proven record of developing and implementing product offerings according to customer needs 


• Ability to structure your work, prioritize tasks and coordinate internal resources 


• Excellent data knowledge and strong data-drivenness 


• Customer and market expertise
  
  
  
  • Build strong knowledge around your customer book and selected companies/industries 
  
  
  
  


• Deep knowledge of Mentimeter and how it can be used across all parts of an organization


• Proven leadership skills 


• Overall, this role requires a strategic perspective that goes beyond short-term gains, as you will need to juggle many moving parts in order to match both the customers and Mentimeter’s strategy 

Nice to have

• Experience in SaaS


• Additional languages (other than Swedish and English)


• Bachelor or master’s degree in any field

Not required:

• You don’t have to know Swedish (we are an English-first organization, daily work is carried out in English and the Mentimeter team currently boasts over 50 different nationalities).

Please note that this position is located onsite at our office in Stockholm, with the starting date being flexible yet ideally as soon as possible.

Compensation model:

We strongly believe in the power of togetherness, and we put a lot of effort into collaboration, teamwork and helping each other whenever needed. We believe that every part of Mentimeter, from Sales Development Representatives and Account Executives to Frontend Developers and Marketing Managers contributes equally to our continued success. To foster and emphasize this culture and way of working, we apply a non-commission based salary model in our sales roles, which has proven to be very successful and appreciated across the team. Read more about our benefits & perks here.

The recruitment process consists of:

• Personality test and logical ability test


• Introduction Interview


• Business Case


• Competence Interview


• Culture Interview


• Reference calls