Senior Customer Success Manager

This is a fully remote position, open to applicants in Sweden, +2 more countries.

📋 Description

• Take ownership of the customer journey from the initiation of projects to their launch, adoption, and the ongoing realization of value.

• Establish trusted relationships within intricate enterprise organizations.

• Align both technical and business stakeholders around common success strategies.

• Convert technical concepts, product functionalities, and performance metrics into tangible business value.

• Organize and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), convey measurable impacts, facilitate strategic discussions, and synchronize priorities.

• Identify risks, obstacles, and evolving customer priorities; manage escalations to resolution.

• Champion customer needs and identify when engineering involvement or alternative solutions are necessary.

• Offer proactive strategic recommendations based on customer insights, performance metrics, and e-commerce best practices.

• Keep success plans, stakeholder maps, account documentation, training materials, and agreed-upon actions up to date.

• Collaborate with Account Management to enhance retention, growth, and expansion opportunities.

• Enhance onboarding, integration, and customer support processes through scalable best practices.

⛳️ Requirements

• Residing in EMEA, preferably within the Nordics—especially Finland, Sweden, or Denmark.

• Proficiency in a Nordic language is beneficial but not mandatory.

• Minimum of three years' experience in managing relationships with enterprise clients in Customer Success, Account Management, Solutions Consulting, or a comparable customer-facing role.

• Proven experience collaborating with complex enterprise organizations and building trusted relationships with technical teams, product leaders, Ecommerce Directors, VPs, and C-level executives.

• Strong executive presence and confidence in leading strategic customer discussions, including QBRs and EBRs.

• Excellent influencing and stakeholder management abilities, including the capacity to drive progress without direct authority.

• Exceptional problem-solving skills, intellectual curiosity, and the ability to adapt quickly in a fast-paced, technically advanced environment.

• Experience in e-commerce, digital commerce, search, product discovery, or a related field is highly regarded.

🏝️ Benefits

• A competitive compensation package inclusive of stock options.

• Fully remote team - choose your living location.

• Work from home stipend provided.

• Apple laptops supplied for new hires.

• Annual training and development budget for every employee, refreshed each year.

• Parental leave available for eligible employees.

• Collaborate with intelligent colleagues who will facilitate your growth and enable you to make a meaningful impact.

• Commitment to Diversity, Equity, and Inclusion at Constructor.