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 high 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 culture provides a collaborative platform supporting our globally growing organization.

We are now looking for a Sr. Customer Success Manager to join our team in Malmo, Stockholm, Amsterdam or in the UK.

About the role
We are looking for a Sr. Customer Success Manager that has the drive and passion to delight customers throughout their inRiver journey. The Customer Success Manager will drive appropriate product adoption that generates business value for Inriver customers and support new customer needs as they evolve with us. You will align closely with our account management teams, consult with business solutions experts, and build a success strategy in line with the customers’ goals. This position is an integral part of our long-term relationship with customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of that partnership. Inriver focuses on the customer experience and ensuring each client is fully onboarded, realizing value quickly and ultimately driving adoption with outcomes that lead to renewals.

The CSM will develop and maintain strategic proficiency on Inriver products and services to help integrate, adopt, and deliver success criteria to maximize the customer’s investment by growing advocates and working proactively to be the ultimate voice of the customer. 

Responsibilities:

• Lead post-sales activities on a portfolio of the most strategic, enterprise level customers through strong relationship-building, product knowledge, planning, and execution
• Ability to recognize, understand and translate problems into fit solutions for customers’ value requirements
• Qualify new sales opportunities from assigned customer portfolio to support revenue growth from current customer base
• Own customer onboarding post-implementation by aligning with the Inriver team assigned to customer, collecting customer core information to date and arranging kickoff session with customer
• Conduct Continual Business Reviews (CBRs) and health checks to ensure customer experience in alignment with customer expectations, understanding product usage and use cases, awareness of best practices and customer challenges and wins
• Establish and oversee the customer’s adoption, ensure training needs are met, and develop best practices to remove friction, reduce manual workflows and to continually drive the customer return on investment (ROI) and long-term-value (LTV)
• Execute Customer Success activities with strong relationship-building, product knowledge, and a “getting things done” character
• Know the customer, their use cases, the impact and how they use Inriver products and services towards their goals and objectives, as part of the Customer Success plan
• Proactively identify and mitigate account risk, prevent churn
• Advise, recommend and collaborate internally as the voice of the customer
• Collaborate closely with Account Management in set cadences to create transparency and alignment between Account and Success plans, guaranteeing a solid work dynamic between the two teams specially towards renewals and sales opportunities
• Be the biggest fan of your customers – support and motivate your customers to share their wins and put their business in the spotlight for the great things they are achieving with our partnership
• Maintain up to date customer information and activity logs in Salesforce

Qualifications:

• Minimum Bachelor’s degree in business, computer science, or IT related field, Master’s in business or related field preferred
• Minimum of 3 years Customer Success experience
• Minimum of 6+ years Service Delivery/Consultant experience
• Experience working in a performance driven culture with goal setting and defining & measuring customer KPIs
• Analytical and curious mindset with a data-driven approach to problem-solving
• Demonstrated ability to communicate, present, and influence effectively at all levels of an organization
• Strong client empathy, a deep understanding of a customer’s business use case, value drivers, and passion for solving complex business problems and articulating those needs to internal stakeholders
• Excellent written and oral communication skills in English. Preferred if you speak Swedish, Danish or Norwegian.
• Demonstrated ability to be proactive, globally collaborate and take initiative to get things done
• Demonstrated proficiency in working across global teams in multiple time zones

Technical:

• Experience understanding of SaaS/Cloud solutions and technology required
• Experience using inriver PIM, other PIM solutions and integrations highly desirable
• Able to interpret and translate technical requirements, escalations, and root cause analysis to involved parties up to C-level or other customer stakeholders
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• SalesForce, Zendesk, Pendo, CRM experience highly desired
  

Why Join Us:

At inriver, you'll be part of a dynamic team driving innovation in the SaaS industry. We offer competitive compensation, remote work flexibility, and opportunities for professional growth in a collaborative environment.

We look forward to hearing from you!