Customer Success Manager

Voyado is the ultimate solution for personalization and relevance across all channels-online and offline. Used by retailers and e-commerce companies worldwide, the Voyado customer experience cloud makes it possible for every brand to engage customers, elevate shopping experiences, and evolve their own businesses. Voyado have for several years been the go-to solution in the Nordic countries and we are now growing rapidly in new markets such as the UK and the Netherlands.

We are now looking for business oriented and tech-savvy Customer Success Managers to be part of this journey. If you have an eye for loyalty programs and CRM and are ready for your next adventure and want to join us on our expansion throughout Europe - keep reading!

About the role

In this position you will work with customers connected to our product Engage (https://voyado.com/features/). You will be a key player for our customers, ensuring they get relevant help to achieve their goals. You are a product specialist, with great understanding of how a CRM/loyalty toolkit can be utilized to help customers grow with the product.

A Customer Success Manager at Voyado have deep understanding of customer's goals and needs, with that in mind you'll create individual customer success plans. You will also analyze and monitor customer health and be responsible for activating relevant playbook related to their potential and need.

Main responsibilities

- Hold training sessions and workshops - educate customers on the use and benefits of our platform

- Lead check-ins with customers and follow up on needs and success plan progress

- Conduct periodic customer health-checks and analyze customer data to understand potential and proactively avoid churn

- Deliver activities that boost product adoption, customer satisfaction and retention
- Ensure activation and compliance with relevant customer playbook
- Support Voyados' Account Managers in their development of customer relations, renewals, and up-sell opportunities
- You are championing the voice of the customer internally at Voyado to drive further customer centricity across all teams

So, who are you?

We believe you have a creative mindset with the ability to mediate complex topics in terms that others can understand. You are a curious and customer-centric team player with a solution-based approach. You have a natural self-starter attitude and are used to work proactively with the ability to juggle many tasks at once.

Thanks to your creative and consultative approach you will build credibility, strong relationships, and influence stakeholders. Your curiosity and tech-loving profile is a great asset to get a good understanding of Voyado and it's capabilities.

Skills & Background

- A degree within marketing, e-commerce or with techy-orientation (University or Trade school)
- Experience from customer success or similar, preferably from a SaaS company

- Experience from retail, e-commerce, CRM or digital marketing

- Understanding of the mechanics behind loyalty programs
- Experience from working in a customer success tool to analyze and monitor customer health
- Ability to embrace and understand a digital platform
- Strong analytical and problem-solving skills
- Project management skills and a driven team player, you are self-motivated with a strong sense of ownership
- High level of empathy, both towards customers and colleagues
- Fluent in Swedish and English - verbally and written

What's in it for you?

Voyado wouldn’t be the powerful platform it is without the people behind it. We really care for our Voyadoers and some examples of what we can offer you are:

- An engaged team with a knowledge-sharing and friendly culture

- Summits on a regular basis where we hang out, workshop, discuss, and have a good time together

- Opportunity to engage and deepen your knowledge in different initiatives

- Work-life balance - we don't have a long work hours culture, we value engagement over hours worked

- ... And of course, not to mention that we have a pleasant benefits program

Ready to join the team?

Lovely! Applying is super easy. Use your LinkedIn profile (or upload a resume) and answer a few click-in questions. We´d love to get to know you and understand what makes you tick, so write a few lines about what you enjoy about your role and what would be an exciting challenge for you going forward. We are eager to get to know you and what you love to do, so be yourself and let that shine through in your application!

Additional information

As part of our recruitment process we conduct a background check on the final candidate. We use background checks from Scandinavian Recruitment Intelligence (https://sri.se/?gclid=CjwKCAjwgviIBhBkEiwA10D2j5jxTpURheC3-0kygy7K_DHTTjcVon3-3nrRXPYijXWnTZ8QwuGXyRoCaQQQAvD_BwE). You can read more about how a background check is done here (https://sri.se/faq-kandidat-bakgrundskontroll/).