Senior Customer Success Executive-Nordics

DescriptionDo you share our passion for helping our customers transforming content into revenue? At Siteimprove, the Customer Success Team is a critical part of our current and future success. We take the success of all our customers incredibly seriously and we are now looking to add a new member to our Nordic Customer Success Team to focus on our high touch customers.As a Customer Success Executive (CSE) you will be responsible for developing a strong customer relationship with your assigned large and midsized Nordic customers. Results of these efforts shows in a high retention rate of Net Recurring Revenue (NRR), identification of contract expansion opportunities and identifying customers willing to participate in promotional projects such as case studies, testimonials, and reference requests.You will part of the Nordic CS team and report to the Head of Customer Success Nordic. In your role as a CSE’s you will provide expertise in all things Siteimprove combined with the understanding of digital marketing and customer goals. This allows you to work with decision makers to outline an ongoing success strategy with their subscription. If this sounds like you, get in touch!

The role is London or Copenhagen based.What you will be doing

Meet and exceed overall customer retention and expansion goals with assigned high to mid touch Nordic customers.

Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

Conduct scheduled business reviews for all assigned customers at intervals determined by customer segment.

Address indications of improving or failing customer health and respond accordingly. Examples include employing risk mitigation tactics or providing expansion leads to the Sales team.

Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk.

Host and organize webinars, in-person meetings, and customer knowledge sharing events like Siteimprove School, workshops, and user groups.

Drive success for your customers by promoting Academy courses and webinars, increasing user traffic to both.

Keep up to date information, status, documentation, and other pertinent details of assigned customers in Siteimprove’s Customer Success tool.

Meet and exceed overall customer retention and expansion goals with assigned high to mid touch Nordic customers.Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.Conduct scheduled business reviews for all assigned customers at intervals determined by customer segment.Address indications of improving or failing customer health and respond accordingly. Examples include employing risk mitigation tactics or providing expansion leads to the Sales team.Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk.Host and organize webinars, in-person meetings, and customer knowledge sharing events like Siteimprove School, workshops, and user groups.Drive success for your customers by promoting Academy courses and webinars, increasing user traffic to both.Keep up to date information, status, documentation, and other pertinent details of assigned customers in Siteimprove’s Customer Success tool.What we’ll love about youIt would be wonderful if you have a fascination of digital marketing, have worked with Salesforce and Totango, and experience with one or more of these fields: web content creation, accessibility, SEO and/or Analytics. Knowledge of CMS and HTML will also come in handy. If you love SaaS even better.What we require of you

You embody our core values: You are people-centric. You are customer-focused. You embrace and drive change. You have a passion to succeed. You find value in diversity and inclusion.

Minimum 3+ years of experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention.

You are proactive and highly organized.

Strong listening skills and able to use appropriate interpersonal styles and communication methods.

You have great written and verbal skills in English and ideally Norwegian, Finnish and Swedish (at native level).

You have demonstrated the ability to start and complete initiatives, ideally cross-departmental.

You embody our core values: You are people-centric. You are customer-focused. You embrace and drive change. You have a passion to succeed. You find value in diversity and inclusion.Minimum 3+ years of experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention.You are proactive and highly organized.Strong listening skills and able to use appropriate interpersonal styles and communication methods.You have great written and verbal skills in English and ideally Norwegian, Finnish and Swedish (at native level).You have demonstrated the ability to start and complete initiatives, ideally cross-departmental.What you’ll love about usSiteimprove is a people-centric company driven by the desire to make the internet better for all. We thrive on putting the customer first and developing the potential of our employees. Here, you’ll be surrounded by highly talented colleagues, which means there’s always someone to learn from. The many opportunities for personal growth that we offer are a direct consequence of the rapid growth we are experiencing as a company. Our amazing growth journey clearly shows that there’s big potential in creating a better and more inclusive web for all, which is what Siteimprovers do.

If interested, this individual will have the ability to participate in talent rotations in other departments across Siteimprove, including Marketing, Product, Sales, and more. We value our talent and want all Siteimprovers to reach their full potential, which is why we provide individuals with the opportunity to gain experience in different departments to build new skills, find what truly energizes them, and aligns with their career aspirations.What we hope you’ll love about Siteimprove

Great and inspiring company culture. Read more about the Siteimprovers and our inclusive, people-centric culture in this section here:https://careers.Siteimprove.com/culture/

Corporate Social Responsibility. Siteimprove is a global thought leader within the field of digital inclusion and we proudly give back to the community locally as well as globally.

Internal Training Team. We prioritize your personal development and have clear Customer Success Career Path model.

Outstanding Office Location. We are located in the Shard, next to London Bridge

We offer health care, generous annual leave & pension as well as company paid phone, internet and laptop.

Great and inspiring company culture. Read more about the Siteimprovers and our inclusive, people-centric culture in this section here:https://careers.Siteimprove.com/culture/

Great and inspiring company culture. Read more about the Siteimprovers and our inclusive, people-centric culture in this section here:https://careers.Siteimprove.com/culture/https://careers.Siteimprove.com/culture/Corporate Social Responsibility. Siteimprove is a global thought leader within the field of digital inclusion and we proudly give back to the community locally as well as globally.

Corporate Social Responsibility. Siteimprove is a global thought leader within the field of digital inclusion and we proudly give back to the community locally as well as globally.Internal Training Team. We prioritize your personal development and have clear Customer Success Career Path model.

Internal Training Team. We prioritize your personal development and have clear Customer Success Career Path model.Outstanding Office Location. We are located in the Shard, next to London Bridge

Outstanding Office Location. We are located in the Shard, next to London BridgeWe offer health care, generous annual leave & pension as well as company paid phone, internet and laptop.

We offer health care, generous annual leave & pension as well as company paid phone, internet and laptop.How you applyClick on the ‘Apply Now’ button to submit your CV and cover letter. If you have any questions regarding the job, feel free to contact Talen acquisition specialist Dani Libosan at [email protected][email protected][email protected]Siteimprove is a global corporation and has developed data practices designed to assure your personally-identifiable information is appropriately protected. Please note that personal information may be transferred, accessed and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at Siteimprove.com/en/privacy
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