Customer Success Manager

<p dir="ltr"><strong>Commercially driven Customer Success Manager</strong></p><p dir="ltr"><strong>Description</strong></p><p dir="ltr">As a Customer Success Manager, you will be partial in the growth engine and success of our Nordic region, with a strong focus on Denmark. Working closely with your co-lead and the wider Nordic Region, you will focus on demand generation, partnerships, operational delivery, and customer success – owning the full commercial P&amp;L from acquisition through to retention.</p><p dir="ltr">You’ll optimize existing operations, shape the post-sale experience, and ensure every customer touchpoint from first click to furnished office reflects NORNORM’s value and excellence. You’ll support smooth handovers, join key customer meetings, and identify opportunities to drive retention and revenue through upsell and expansion. Always focused on improving operational efficiency and customer happiness, you’ll play a key role in boosting both retention and new revenue.</p><p dir="ltr"><strong>Key Responsibilities:</strong></p><ul> <li><p dir="ltr">Scale and refine Customer Success to maximize retention, satisfaction, and expansion.</p></li> <li><p dir="ltr">Oversee operational excellence in delivery, installation, and service to ensure cost-efficiency and customer happiness.</p></li> </ul><ul> <li dir="ltr"><p dir="ltr">Ensure smooth onboarding by leading customers through a seamless onboarding process, helping them understand how NORNORM transforms their office spaces.</p></li> <li dir="ltr"><p dir="ltr">Design and optimize scalable acquisition funnels to grow MRR / ARR.</p></li> <li dir="ltr"><p dir="ltr">Help manage and grow key customer relationships across Denmark and the wider Nordics, including but not limited to strategic partnerships with landlords, workplace consultants, and tech platforms, turning them into loyal NORNORM ambassadors.</p></li> <li dir="ltr"><p dir="ltr">Own the experimentation roadmap – A/B testing, pricing innovation, automation, and creative campaigns.</p></li> <li dir="ltr"><p dir="ltr">Ensure Smooth Onboarding: Lead customers through a seamless onboarding process, helping them understand how NORNORM transforms their office spaces.</p></li> <li dir="ltr"><p dir="ltr">Conduct regular check-ins, workshops, and on-site visits to ensure customer satisfaction and engagement.</p></li> <li dir="ltr"><p dir="ltr">Provide expert guidance by offering insights and recommendations to help customers optimize their workspace, ensuring it meets their evolving needs.</p></li> <li dir="ltr"><p dir="ltr">Maintain up-to-date customer data in our CRM system, using it to track performance and improve customer outcomes.</p></li> <li dir="ltr"><p dir="ltr">Monitor customer health, mitigate potential churn, and identify opportunities for upselling our services.</p></li> </ul><p dir="ltr"><strong><br/></strong></p><p dir="ltr"><strong>What We’re Looking For:</strong></p><ul> <li dir="ltr"><p dir="ltr">Drive and hungry to work and deliver.</p></li> <li dir="ltr"><p dir="ltr">Education level: BSc or MSc</p></li> <li dir="ltr"><p dir="ltr">Service-minded talent with commercial mindset.</p></li> <li dir="ltr"><p dir="ltr">Experience with customer-facing roles.</p></li> <li dir="ltr"><p dir="ltr">Data-driven with an experimental mindset - strong in both analytics and commercial creativity.</p></li> <li dir="ltr"><p dir="ltr">Confident working cross-functionally, from spreadsheet to strategy deck to external pitch.</p></li> <li dir="ltr"><p dir="ltr">Comfortable participating in strategic discussions and navigating in stakeholder relationships.</p></li> <li dir="ltr"><p dir="ltr">Passion for sustainability, design, and how circular models can reshape workspaces.</p></li> </ul><p><br/></p><p dir="ltr"><strong>You bring the following qualifications:</strong></p><ul> <li dir="ltr"><p dir="ltr"><strong>Experience: </strong>1-5 years of experience in customer success, account management, or a similar role where client relationships are key.</p></li> <li dir="ltr"><p dir="ltr"><strong>Problem-Solving Skills</strong>: The ability to quickly and creatively solve problems while delivering value to customers.</p></li> <li dir="ltr"><p dir="ltr"><strong>Business Acumen</strong>: A commercial mindset with sound judgment when it comes to business decisions.</p></li> <li dir="ltr"><p dir="ltr"><strong>Language Skills</strong>: Native or near-native fluency in Danish (essential) and strong fluency in English.</p></li> <li dir="ltr"><p dir="ltr"><strong>Copenhagen (sjælland)-Based</strong> </p></li> <li dir="ltr"><p dir="ltr"><strong>Can-Do Attitude</strong>: A positive, persistent approach with a strong sense of ownership and accountability.</p></li> <li dir="ltr"><p dir="ltr"><strong>Communication</strong>: Excellent interpersonal and communication skills that foster trust and partnership.</p></li> <li dir="ltr"><p dir="ltr"><strong>Workspace Enthusiast</strong>: A practical understanding of office space des