Small Business Customer Success Manager

The SB Customer Success Manager is responsible for taking care of a high volume of small business customers to ensure our customers receive a maximum value from their solutions. This person should orchestrate an organization’s capability to deliver a positive and integrated customer experience and execute 1 to many programs to drive adoption. The SB customer success manager gains and leverages account intelligence to drive best practices throughout the customer lifecycle.

Responsible for:

- Manage a high volume portfolio of small business customers.
- Execute a 1 to many type of programs to increase adoption, ensure retention and improve satisfaction levels.
- Think scale, encouraging clients to utilize Mynewsdesk resources (i.e. marketing, community forums, workshops)
- Proactively identify risk and deliver 1 to many educational sessions, best practices workshops to improve utilization of low usage customers
- Support and nurture customers through the entire customer life cycle
- Advocate customer needs/issues internally through cross-departmental dialogue.
- Work with your CSM peers, Professional Services, Marketing and Sales to develop the customer journey further and improve efficiency in our services.


Required skills:

- Relevant customer facing experience - either in customer success, technical support, product/solution specialist or AM roles.
- Good experience in SaaS service delivery or corresponding service models.
- Experience with enterprise CRM or customer service application, particularly salesforce.com
- Fluency in English and other languages (german, danish)
- Working experience in Small business or high volume/transactional level customers will be seen as an advantage in this process
- Good knowledge of SEO or SMM workings would be an advantage
- You’re driven: No one needs to push you to excel; it’s just who you are.
- Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
- You want to help and serve our customers: You understand that if they win, you win.


If you choose to come and work with us, you will find that we offer a welcoming and inclusive environment with extensive development opportunities. You will have a fun and inspiring work environment with awesome colleagues.

We are looking for competent employees who can contribute to our business. Mynewsdesk works actively to ensure that our workplace is developing for everyone regardless of sex, age, ethnicity, sexual orientation, religion or disability.

Feel excited about this role? Then we’d love to talk to you!