Strategic Customer Success Manager

Strategic Customer Success Manager - Global Enterprise level

As a Strategic Customer Success Manager at Funnel you will own a limited portfolio of global customers and work closely with our Strategic Account Managers to build the customer stakeholder relationships needed to increase value and grow their investment in Funnel.

Responsibilities

To be successful as a Strategic Customer Success Manager at Funnel you need to understand your customers business the value they expect from our tool and the route to successfully creating a world-class business-ready data setup. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Day-to-day responsibilities include:

• Develop and maintain a strong productive relationship with Funnels highest value and largest potential customers in your book of business.

• Work to understand your customers business goals needs and opportunities with Funnel and tie that into their overall business goals.

• Own the end-to-end success of your customers with Funnel collaborating closely with colleagues in the account team for customer onboarding revenue retention growth and adoption. Within this overarching goal you will:

  • Work with Solutions Consulting for an efficient and effective onboarding

  • Conduct regular quarterly business reviews and/or strategic business reviews to drive adoption and ongoing value together with the Strategic Account Manager.

  • Use customer usage metrics to find opportunities to deepen Funnels footprint and impact our customers through driving more value for the customer.

  • Serve as the customers trusted advisor and product expert hosting training sessions as required to support ongoing customer education and new use cases for Funnel.

  • Share how our company and product direction will contribute to our customers marketing data goals

  • Advocate internally for your customers needs with Product and other stakeholders to ensure were working in the best interests of our customers

  • Work closely with the Strategic Account Managers to surface pursue and close growth opportunities/surface mitigate and remove churn risks

  • Collaborate with the Strategic Account Managers to develop and maintain account plans based on research and knowledge gathered whilst working on the account

• Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences

• Operate in a fast-paced environment juggling priorities of multiple internal and external parties efficiently and effectively

• The nature of this role requires full-time working hours equating to 40h / week and a 4 day a week office policy.

Who you are

• 5 years of experience in a client-facing and relationship-building role such as Customer Success Account Management

• Relationship builder - you have proven ability to establish credibility and positive working relationships with customers across seniority levels seeking to understand their needs and working with them to realize product value translating to account growth

• Problem solver - you not only help to solve immediate problems but also strive to help the customer long-term with clear explanations of recommended solutions. As a proactive solver you also take the time to understand the platforms technical capabilities and customer use cases in an attempt to diagnose and resolve issues independently before reaching out for support.

• Technical aptitude - you are data-driven and have good technical capabilities.

• Analytical - you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights

• Strong communicator (written & verbal) - you are able to create rapport with customers and colleagues quickly and can communicate objectives and needs clearly

• Strategic mindset - you understand the bigger picture as well as the detail in an account and can identify what needs to be done to achieve a customers goals with Funnel

• Effective time manager - you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment

• Team player - you are a self-motivated dedicated teammate with a growth mindset and collaborative work approach focused on team success

• Thirst for knowledge - whilst Funnel will support your learning and development you are expected to have a passion for your own continuous improvement driving your personal training needs and utilizing internal and external resources to help with this

Nice to have:

• Proven experience working with digital marketing data or other types of data such as CRM / ERP is preferred but not essential

• Proven experience working at a high-growth startup / scale-up

• Fluency in English is required

• Commercial experience

Location & Eligibility

At this time we can only consider applicants who meet one of the following criteria:

• Hold Swedish citizenship

• Hold EU/EEA citizenship

• Have a valid Swedish work permit

Office-first

At Funnel we have an office-first approach and we work from the office a minimum of four days a week. We have lots of flexibility for when life happens during the summer and through the holidays. We just like to avoid having standing remote days.

About Funnel

Funnel is the leading Marketing Intelligence platform that empowers marketers to automatically collect model visualize and analyze data from over 500 marketing platformswithout the need for SQL or scripting.

Now equipped with measurement Funnel combines Marketing Mix Modelling Multi-Touch Attribution and Incrementality Testing to triangulate the true effectiveness of marketing efforts and provide smart data-driven suggestions.

Funnel enables a workflow that automates the collection of all the data the customer needs easy creation and maintenance of a robust data model with the customers own concepts and metrics with an AI-powered model for marketing measurement and beautiful reporting on top.

All this without the user having to write a single line of code or even be particularly technical. Our vision is that the people who need data for their decision-making should have the tools to do it themselves - and not be dependent on their technical colleagues.

Trusted by more than 2000 businesses worldwide including globally recognized brands such as Adidas and Sony Funnel generated over $50M in ARR in 2023 and continues to feature in the FT 1000 list of Europes fastest-growing companies.
Since its founding in 2014 Funnel has grown into a global team of over 300 employees with offices in Stockholm Boston Hamburg and Sydney.