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Customer Success Manager

Part coach, project manager, business consultant and product expert - Customer Success managers are focused on helping inRiver’s customers to be successful and get the most value of inRiver PIM.
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Do you want to work with a market-leading solution, front-line technology and team-up with driven, dedicated and skilled people?  

inRiver is a highly ambitious, global company with 50% growth in the software industry. At inRiver, you are guided by our values and work in an entrepreneurial atmosphere. You team up with amazingly talented people where our strong High Five culture provides a collaborative platform supporting our globally growing organization.

The Customer Success team
Our goal is to help our customers get the desired outcome of their investment and continually help them increase the value of inRiver PIM.  The focus of the team is on building a strong relationship with our customers. Starting during the implementation phase with a customer on-boarding program and increasing the activities post go-live, we actively interact with customers through meetings, training, forums, sharing best practices and providing advice to ensure the customers launch and continuously use inRiver PIM successfully in their organization.

We are serious about making it easier for our Customers to work together with us and we constantly strive to make improvements by bringing back the learning from Customers into our organization, coordinating them internally to find the best solution for our customers.

About the role
Part coach, project manager, business consultant and product expert, our Customer Success managers are continuously focused on helping inRiver’s customers to be successful and get the most value of inRiver PIM. As a Customer Succes Manager you will be skillfully navigating situations, coordinating stakeholders and resources while translating technical information into strategically relevant information for senior level stakeholders. The role requires a large portion of sensitivity, business accumen, ability to prioritize actions as well as analyzing data for proactive actions.

You will be managing the overall relationship with assigned customers throughout the entire customer life cycle; engaging, developing and interacting with them through meetings and at events. Demonstrate success through Customer Success processes, reports and dashboards to drive and measure outcomes.

  • Increase customer retention by influencing future value through higher adoption and customer satisfaction
  • Identify, plan and schedule customer enablement activities such as: New customer webinars and videos, educational content and other specialized content based on customer demands/needs.
  • Schedule, plan, and lead customer training sessions and other customer-focused regional events, including: User forums, User academy (customer training sessions), Ambassador groups (Superusers) etc.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Develop Customer Success assets and methods, and work with product marketing to create new or refine existing on-boarding materials
  • Help drive customer references and case studies

Are you passionate about Customer Success and would like to work closely with our great customers, big brands, exciting businesses & PIM users? This is an exciting opportunity where you will get to influence, engage, inspire, teamwork, take action and be challenged in your daily work!

We would like if you have

  • Bachelor’s degree or equivalent work experience
  • Language; Business level English mandatory
  • 5+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization (eCommerce, web or digital business)
  • A proactive mindset and passion for defining and/or improving processes
  • Basic understanding of the different platforms and systems that our customers are using and need
  • Travelling is a must (approx. 4 trips a month)

It is a benefit if you also have:

  • Language; French, Swedish, German, Dutch
  • Experience within a large CS organisation with program and process expertise to help us scale at pace (CS Program, Touch points, Customer Health Analysis, Global CS strategy, Reference programReporting)
  • Data analytics experience
  • Technical experience/background
  • Experience from PIM system
  • SaaS experience

Of course, we also want you to live our core values:  

  • We act responsibly
  • We have fun
  • We take action
  • We simplify
  • We are trustworthy

– No one of us is as smart as all of us!

We look forward to hearing from you.

As we are a global company, please note that this role could be remote but with office in Malmö, Sweden or Amsterdam, Netherlands. 

 

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Or, know someone who would be a perfect fit? Let them know!

Core Values & A High Five mentality

inRiver teams inspire and contributes to customer success all over the world. As a team, we work together to make an impact and help our customers thrive and grow their business – celebrating and sharing our wins. The inRiver values guide our every-day actions helping us make a difference. 

We act responsibly
We have fun
We take action
We simplify
We are trustworthy

No one is as smart as all of us!

Goal-oriented, hardworking, dedicated, and good fun.

Our global team of inRiverians is a dedicated team of professionals where each individual contributes to the strength of our company. We all work toward our common goal of bringing a truly extraordinary PIM solution to the market. Together, as a team, we are creating a first-rate software platform that is both agile and smart.
Want to join our fast-growing global high-five team? 

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