Do you have excellent service skills, good knowledge of project management and want a chance to define the customer success strategy at one of Scandinavia's fastest growing SaaS companies??

Forecast is looking for a Customer Success Manager (CSM). Your call in life is to make clients happy and successful, and know that scale - in the SaaS world - is key. You therefore play all instruments in the band of success, and love both doing webinars, 1:1 online training sessions, ideas for blog posts, and online support. Quite frankly, you believe that customer success is much more than old-school reactive support - in fact it’s the heart of a successful SaaS company.

You’ll be responsible for delivering on the promised value of Forecast to customers as soon as possible. In order to succeed in this role, you need to have a positive and problem-solving mindset. You probably have, or are, willing to learn specific domain knowledge and ideally have an interest in Project and Resource Management in Digital Production Organizations - such as IT consultancies, digital agencies and enterprise companies.

As the CSM, you’ll work full-time and be responsible for developing customer relationships that promote retention and loyalty. The job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The job both consist of daily tasks and process ownership, and it is therefore required that you’re able to see the big picture and work together with product, sales, and marketing to ensure customer success.

Core Responsibilities:

  • Ensure that the first 90 days of a customer’s interaction with Forecast is a complete success.
  • Strategize and execute best-in-class training by using chat, articles, webinars, and videos.
  • Work together with sales to secure successful handover from opportunity to paying customer.
  • Monitor customers usage and be proactive in order to drive more adoption of Forecast.
  • Get customer feedback on the product and commercial management.
  • Act as 1st in-line support to ensure successful customers.
  • Make sure customers renew their subscription and expand their commitment to Forecast.


Requirements:

  • 2+ years relevant experience with digital customer service and/or sales.
  • Proof of knowledge in the field of project management. Experience working with project management principles, digital product development (e.g., graphical production), and/or software development.
  • Able to have two evening shifts (11.00 to 19.00) per week to cater for our many US based customers.
  • Knowledge and interest in the customer success discipline of a SaaS company.
  • Agency experience is a plus, but not a must.
  • Fluent in English. Proficiency in another language is a plus (French, Spanish or German).

What we offer:

  • An exciting, successful and fast-growing company - customers in 40+ countries around the world!
  • An open, informal and multinational working environment.
  • High level of responsibility and impact on business results.
  • An attractive compensation package - salary commensurate with experience.
  • Prime and central location with excellent transportation options.
  • The position is located in Copenhagen, Denmark.