Customer Success Manager (CSM)

Customer Success Manager (CSM)

Customer Success Manager

Are you our next Customer Success Manager?

Do you have a natural flair for Customer Care and a good understanding to develop companies in different industries, by focusing on their unique KPI’s? Then join us in building a world-class product that helps our customers succeed!

At Plecto, we are on a mission to create the world’s no 1. Performance platform. We want to grow and become better at what we do, and this is what motivates us every day to build a platform that helps other companies and people do the same.

What you will do:

You will become Plecto's face to the outside world and communicate with our customers on a daily basis, as well as become an expert in providing excellent customer service and company development.

You will become an important part of our Customer Success Manager team located in Denmark and Guatemala. We work closely with our colleagues in Sales, Product, Operations and UX.

As our new Customer Success Manager, you will be a key player in the team by e.g.:

• Onboarding new customers, primarily online.
• Training new and existing customers in the use of Plecto’s features.
• Identifying customer goals and consulting customers to create a winning setup
• Spotting potential customer challenges and creating and implementing plans for resolutions.
• Upgrading and expanding existing customers.
• Ensuring high customer retention & low churn.
• First line support by handling and solving incoming customer support requests through email, phone, and chat.
• Troubleshooting Plecto’s features and related integrations during meetings and other communication platforms.
• Coordinating with internal teams to assist in issues resolution and account development.
• Updating customer-related information in our CRM system
• Working flexibly with team members and customers in multiple time zones also outside standard working hours.

We will teach you everything you need to know about Plecto during your training period, so we hope you are ready for a challenge that can change your career!

Who you are:

Besides having a positive attitude and open mind, you have a customer-centric attitude with a strong sense of empathy. You are proactive, take pride in the work you produce, and get motivated by working in an environment where it’s normal to experiment and try out new things.

Also, it would be great if you have experience with some of the following:

• Experience from a similar role in customer service
• Highly experienced in Sales/ Commercial role previously
• Flair for IT and drive to learn new systems
• Experience with Excel and different CRM systems
• Highly responsible and structured approach to tasks and customer communication
• Understanding the importance of managing your workday/time, and priorities accordingly
• Excellent communication skills and ability to communicate complex information in a simple and engaging manner

Fluency in English and Danish is a requirement and German is big a plus.

What you get:

We’re a scale-up but we retain our startup mentality where we share what we know and learn what we don't. Plecto is a dynamic and innovative software that’s changing how businesses see their data and boost performance. Our real-time dashboards help teams track their goals, get stuff done, and win big. We’re all about teamwork, growth, and making data fun.

We’re a Danish SaaS company based in Aarhus and with colleagues in Warsaw and Guatemala.

We offer you:

• Great flexibility
• Opportunity for career development and progression
• A young and diverse international team of 45 ish strong professionals representing 12 different nationalities
• Plecto is all about equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for everyone
• Social workplace where we love getting together for fun and games, and where we truly enjoy working together
• Delicious lunch, free snacks and drinks

How to Apply:

So, does this sound like a match? Then we cannot wait to hear from you!

We review applications on an ongoing basis, so please submit your application as soon as possible.

If you have any questions about the role, do not hesitate to reach out to Katie Burns, Team Lead of Customer Success, at [email protected]