Customer Success Manager

Were growing our team and looking for an exceptional Customer Success Manager (CSM) to join Funnel.

As a Customer Success Manager (CSM) at Funnel you will be the primary point of contact for our customers combining a strategic customer-centric approach with strong commercial ownership. Your mission is to drive customer retention and long-term revenue sustainability by ensuring customers realize measurable value from Funnel proactively managing risks and building lasting partnerships.

You will own the customer relationship throughout the customer lifecycle - from onboarding and adoption to Business Reviews and renewals - with Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) as your key success metrics.

• Own Customer Success: Guide customers through onboarding drive adoption and expand use cases by aligning Funnels solutions - Funnel Data Hub and Funnel Measurement - with their marketing and business goals.

• Be a Product Expert in Funnel. Ability to train the Funnel product troubleshoot and advice on best practices in Funnel.

• Run Business Reviews: Build a deep understanding of each customers business goals and present performance insights demonstrate ROI and reinforce Funnels value as a strategic partner.

• Drive Renewals and Growth: Lead renewal discussions mitigate churn risks and pursue upsell and cross-sell opportunities to grow revenue and strengthen customer relationships.

• Negotiate and Close Deals: Handle contract negotiations pricing discussions and multi-year agreements to achieve mutually beneficial outcomes.

• Engage Stakeholders: Build strong relationships with decision-makers budget owners and champions through structured stakeholder mapping.

• Ensure CRM Excellence: Maintain accurate HubSpot records track all renewals and deals document key interactions and follow established sales processes.

• Stay Proactive: Prioritize customer calls for quick resolution maintain a fast email response rate and proactively introduce new features and products.

• Forecast and Plan: Keep forecasts for churn contraction and growth accurate and timely to inform business decisions.

• Collaborate and Advocate: Work with Product Marketing Solutions Partner and Sales teams to represent customer needs and contribute to shared success.

• Contribute to Team Growth: Share insights participate in peer learning and continuously develop your Funnel technical expertise and sales skills.

• Leverage AI: Utilize existing and emerging AI technologies to enhance operational efficiency and deliver greater customer value.

• Customer-Centric: You deeply understand customers marketing stacks and business objectives ensuring they see measurable value from Funnel.

• Revenue-Minded: You take initiative to identify and close upsell and cross-sell opportunities while building strong long-term partnerships.

• Proactive & Analytical: You use data and insights to guide decisions identify risks and opportunities and deliver actionable recommendations.

• Resilient and Driven: You thrive in a dynamic environment overcoming challenges with persistence and positivity.

• Organized and Disciplined: You manage your time effectively balancing customer needs with internal priorities.

• Strong Communicator and Negotiator: You present persuasively build trust and handle negotiations with confidence and empathy.

• Collaborative: You work cross-functionally share knowledge generously and prioritize the teams success.

• Curious Learner: You stay ahead of martech trends product updates and data innovation to continuously bring value to customers.

• 35 years of experience in a client-facing role (Customer Success Account Management or similar.)

• Proven track record of managing customer relationships driving renewals and improving customer retention.

• Strong analytical skills and technical aptitude with data-driven products.

• Excellent written and verbal communication skills.

• Experience identifying and mitigating churn risks navigating commercial conversations and managing a portfolio of existing customers.

• Experience working within the Martech ecosystem is considered an advantage.

• Fluency in English is required; proficiency in another major European language is considered an advantage.

Read more about our Stockholm office and benefits here.
We are an office-first company with the flexibility to work from home 1 day per week.