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 Funnel’s 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 Funnel's footprint and impact our customers

  • Serve as the customer's 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 we're 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

  • Available for travel to client offices around Europe and the UK

• 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

Skills & Experience

• 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

• 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 customer’s 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
  
  

  Who we are

  
  Take a look at our Funnel benefits!

  Funnel is a Swedish-founded company with headquarters in Stockholm. Our SaaS product is designed to help marketing teams own their performance. Founded in 2014 in Stockholm, and still founder-led, the Funnel team has grown with our customers – serving more than 2,000 companies from our Stockholm, Boston, Dublin, and Sydney offices. Join us on our journey towards an IPO and becoming the next European unicorn!

  Other information
  
  This role is located in our Stockholm office. We have an office-first approach and we value increased in-person collaboration and as such, we work four days a week from our office.

  We currently do not sponsor work visas and therefore we will take into consideration only applicants who:

  - Hold Swedish citizenship
  - Hold EU/EEA citizenship
  - Have a valid work permit for working in Sweden