SMB Relationship Manager

Mentimeter’s vision is to transform presentations and meetings into fun and interactive experiences by making it easy to listen and to be heard. We believe in giving everyone a voice, in every meeting and presentation. We are building a modern, friendly, and diverse product-first tech company and are now looking for a SMB Relationship Manager to join our Post Sales Team in Stockholm. .
As a SMB Relationship Manager, you will be part of starting up a completely new team focusing on a specific customer segment: The SMB customers, also referred to as the Tech Touch Customers. As a start, the team will consist of you and a Sales Manager for our SMB Customers, and you will be working closely together in the daily matters of the role. You will together manage a book of approximately 350 customers to start with.
This is an important segment to us that represents around 15% of our total revenue and 35% of our customer base today. We believe that putting together a team working exclusively towards our SMB Customers will enable a more data driven and scalable approach towards this segment, which in the end will boost Net Revenue Retention.
Main Areas of Contribution for this role:
Optimization
Responsible for optimizing this (almost) self-serving customer journey and methodology for work with our SMB Customers.
Focus on automation and scalability.
Success
Responsible for onboarding, adoption, usage, retention and general success of customers.
Commercial
Responsible for renewals and add-ons, as well as identifying potential expansion areas within the segment.



What you will do:
Continuous work with the SMB Customers throughout the whole customer journey, with focus on both the commercial part and long term success.
Drive initiatives and projects related to improve, automate and scale the role and area.
Build the customer journey and life cycle for this segment, and apply appropriate ways of working towards these customers.



What you will do:
Continuous work with the SMB Customers throughout the whole customer journey, with focus on both the commercial part and long term success.
Drive initiatives and projects related to improve, automate and scale the role and area.
Build the customer journey and life cycle for this segment, and apply appropriate ways of working towards these customers.



Your experience:
We believe that you have approximately three years of experience of working with Sales, Customer Success or Marketing, in a role such as Account Manager, Performance Marketing Manager, Customer Success Manager with quota or SMB Customer Success Manager. In which you have gained the following skills:
Experience in selling B2B software solutions into the SaaS market or similar market
Ability to work with data for decision making and scaling actions for effective results
Proven track record in customer/stakeholder relationship management as well as meeting and exceeding sales targets
Deep understanding and/or experience of Sales and Customer Success
Good understanding and/or experience of Marketing and familiar with marketing tools
Proven track record of working smart and with a scalable mindset
Experience within CRM, automation and tools



Who you are:
Loves digital communication
Loves trying new things and finding smart new ideas
Great communication skills
Data-driven
Strategic
Good at stakeholder management
Structured
Self driven
Entrepreneurial mindset



Not required:
You don’t have to know Swedish (we are an English-first organization, daily work is carried out in English and the Mentimeter team currently boasts over 30 different nationalities!).



Resources we have to support you:
Relationship Manager and Customer Success Manager teams to support with Best Practices and knowledge on the current business and initiatives needed.
Sales, Marketing & Customer Support team to support in analysis, tactics and automation flow of the customers journey.
Work closely with the Product team on automation regarding customer growth and renewals. Owning the tech part and contributing with new ideas on development within the SMB area.
Dedicated New Business team to support Post Sales with new incoming customers for future expansion.
Sales Development team to help support expansion of our current customer base through lead generation.
Business Development team supporting with valuable data and insights.
Professional CRM and data gathering services (PlanHat, Intercom, Mixpanel, Google Analytics, Salesforce).



Compensation model:
We strongly believe in the power of togetherness, and we put a lot of effort into collaboration, teamwork and helping each other whenever needed. We believe that every part of Mentimeter, from Sales Development Representatives and Account Executives to Frontend Developers and Marketing Managers contributes equally to our continued success. To foster and emphasize this culture and way of working, we apply a non-commission based salary model in our sales roles, which has proven to be very successful and appreciated across the team. Read more about our benefits & perks here.
The recruitment process consists of:
Personality test and logical ability test
Introduction Interview
Business Case
Competence Interview
Culture Interview

Our core principles and basis for our culture:
Include everyone - transparency, equality and diversity
Work smart - good enough, but know when to excel
Professionalism - "the consultant mindset"
Be humble to other people’s work
Have fun



To learn a bit more about our team and who we are, make sure to visit our team page.
We at Mentimeter believe in giving everyone a voice - regardless of who you are. So we build a platform that does just that. Our platform is not only our product but also our organization. A platform where people feel safe, where differences are embraced, a place where you can have fun. We strongly encourage applicants who are people of color, LGBTQ+, women, people with disabilities, and/or formerly incarcerated people, and a college degree is not strictly required. In order to give everyone a voice, we need to be as diverse as our users.