Senior Customer Success Manager

Senior Customer Success Manager

We are Heimdal® and cybersecurity is our passion. Join us in an internationally expanding business, leading the fight against cybercrime!

We have been praised by the FBI and are winners of multiple awards, most recently the "Cloud Based Solution of the Year" at the 2023 Network Computing Awards and "Risk Management Award" at the Security Excellence Awards and 7 (!) awards in the G2 Fall report, such as "Best Support for Mid-Market", "High Performer in the EDR, Endpoint Management, and Antivirus categories" and "Highest User Adoption in the EDR category".

When joining Heimdal, you will embark on a thrilling ride in Europe's fastest growing bootstrapped cybersecurity business, where we believe that the team is the cornerstone of what we do tomorrow. We are leading the fight against cybercrime, developing new technologies and providing intelligence to protect over 15,000 companies worldwide against cybercriminal attacks and data security breaches.

The Role

As a Senior Customer Success Manager in Heimdal, you will be responsible for large customers in the Danish & Nordic region, ensuring they obtain the maximum value possible from their investment in our products. You will work in close cooperation with sales leadership to drive additional growth through proactive engagement with your assigned customer base.

You will have a track record of success with Cloud subscription licensing, with growth, and in building beneficial, positive relationships with customers, and the broader account management team.

This position carries a sales quota.

Your will report to Anders, our Customer Success Team Lead, Nordics. You will be based in Copenhagen, Denmark.

Your day-to-day

• Manage your assigned customer base (>3.000 seat segment), securing and closing expansion opportunities
• Work directly with customers to ensure they are getting the most value out of the product and orchestrate the customer's journey towards their goal
• Maintain accurate account, license, service contract, asset and entitlement records withing Salesforce.com and ongoing customer interaction
  
• Carrying our periodic health checks to avoid churn
• Predictably and consistently delivering monthly and quarterly forecast through strong opportunity management
• Keeping customers updated on changes to the product they're using, new features, and new products they might find useful and the value they bring
• Identify expansion opportunities to drive additional revenue, and working closely with Renewal Managers to driving those opportunities to closure and/or ensuring that the appropriate account management resources are engaged to maximize the opportunity
  
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
• Collaborate cross-functionally to ensure adoption and lifetime value by aligning solutions to high priority customer initiatives, adoption, value realization, and ultimately high customer satisfaction.
• Carry an individual quota and meet/exceed your assigned targets.

Attributes

• Good sales- and consultative skills
• Strong presentation- and communication skills
• Strong interpersonal skills with a flair for building strong relationships
• Excellent data organization and analysis skills
• Proven ability to lead a sales process and close business deals
  
• A self-starter with the ability to work independently
• Willing to grow and help other teammates grow by offering and accepting wisdom, feedback and help when needed.
• Ability to work within a fast-paced environment, with high adaptability and positive attitude.
• Being a firm believer in the math of sales, knowing success is a combination of hard work, strong prioritization, and high quality activities.

What you bring to the team

• 5+ years of experience in a similar role.
• Sales or renewals experience and data analytics across a diverse customer base with a demonstrated ability to meet or exceed sales targets for retention and/or growth.
  
• Experience within the IT/cyber space with a good understanding of the security and threat vendor landscape
• Experience with Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS) or Infrastructure-as-a-Service (IaaS) is a plus
• C-level poised, confident executive presence and polish, and good sales- and consultative skills
• Manage accounts by building and developing customer relationships through personalized contact, understanding of customer’s needs, probing for expanded opportunity and use cases and ability to communicate solution values of products & services
• Have a strong product understanding, system knowledge and processes to manage a pipeline of opportunity.
  
• Fluent in Danish and English. Other Scandinavian language is a plus!

What we offer

• An attractive commission model
• Additional company-paid days off ("Personal Day" and "Anniversary Days")
• Pension scheme
• International environment in a rapid-growing company
• Focus on personal and professional development
• LinkedIn Learning subscription
• A fun and flexible environment

Our Mission
We are leading the fight against cybercrime and protecting the operational integrity of all midmarket and lower enterprise companies.

Our Culture
We believe in hiring the best and the brightest while cultivating a culture of collaboration and execution. We are Dedicated, Innovative, and Humble. As in devoted and passionate about our work and what we do. We seek to optimize, improve, and challenge status quo. We are open-minded to new ideas and to feedback, and we know success comes from hard work.

We are committed to constantly create an environment where each individual has the opportunity to grow, personally and professionally. We have a strong sense of unity and togetherness, and having fun together is a key element at Heimdal.

See what Peter, our Sales Enablement Partner, has to say about Heimdal here:

https://youtu.be/09VMldwc9PQ?si=81YnH7gt1dOnWU8G

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to gender, race, color, disability, religion, marital status, family or parental status.