Team lead Customer Success

We are looking for yet another star passionate abour making people smile and companies thrive! We offer you a fantastic team in a vibrant company with international ambitions.
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We're on a mission to put more smiles on people's workplaces and are looking for yet another star to join us at our Stockholm HQ! 

We love our clients and we want to pamper them the best way we can. We have end-users all over the world and they are active in different businesses but our clients have one thing in common - they all care about the wellbeing and development of their employees. With &frankly they get a powerful tool to help them drive employee engagement and positive change within their organizations.

As we grow, we need to strengthen our Customer Success team. The team is in charge of making sure that customers are continuously receiving value from our service and stay on as customers forever and ever.

Our new Customer Success Team lead is important for our next step

As a Customer Success Manager you will focus on making our enterprise customers and medium sized clients successfully onboarded and happy throughout their lifecycle. As a team lead you will coach the Customer Success team in building and maintaining strong relationships with very different organizations and proactively support our customers.

We are looking for someone with a genuine interest for people and engagement and how that can drive business. This is a highly independent role in which you will have the opportunity to create immediate impact; for our customers as well as internally.

Your daily work will include many different tasks, such as guiding the client project team in their internal work, training and workshopping with managers and administrators of the tool, monitoring customers system usage, hosting demos, feeding R&D with relevant input and being a wingmate to our sales representatives.

Responsibilities

  • Manage onboarding projects for midsize and enterprise companies in challenging implementations
  • Educate customers in best practice around engagement related topics
  • Establish strong relationships with key representatives among our customers
  • Work closely with sales and on occasion support them as pre-sale and participate in larger RFPs
  • Proactively check-in with customers, ensuring an exceptional product experience and follow them throughout their lifecycle in order to secure retention
  • Coach the Customer Success team members in their daily work as well as the more long-term planning and process development
  • Identify new opportunities for growth and account upsell
  • Share Customer Success data/insights internally and participate in business development initiatives
  • Continuously feed R&D with product input to ensure the right priorities within product development

Ultimately, your main responsibility is to ensure product adoption, making sure customers are using the tool in the best way possible and secure retention.

Your team

We offer you a fantastic team, dynamic environment and great development opportunities joining a young company with international ambitions. You will be based in the Customer Success department but will work cross-functional with colleagues from other departments such as Sales, R&D and Marketing. We are a diverse company with colleagues from all over the world in different ages and with different backgrounds and skillsets, but with a strong company culture that brings us all together.

We think it's good if you recognize yourself in this description:

  • You are passionate about Customer Success and best practices on how to build a stellar CSM operation
  • You enjoy interacting with people and have excellent interpersonal and communication skills
  • You are self-motivated, highly operational, organized and detail-oriented with the ability to prioritize, multi-task and meet deadlines
  • You have a strong business acumen and are motivated by ambitious growth targets
  • You are a team player and thrive in a cross-functional and collaborative environment
  • You have strong leadership skills and love coaching individuals into performing their best
  • You get a kick out of analyzing user data; as a SaaS company, we’re passionate about data and see it as the foundation for all aspects of our business
  • You enjoy working with tech and happily explore new features and different software

Appropriate experience

  • Extensive work experience (5+ years) of project management within B2B, working with clients with more than 500 employees, preferably within customer success, account management or similar in tech/software industry
  • University degree or equivalent relevant studies
  • Proven leadership acumen, i.e. management responsibility or team lead experience 
  • You communicate fluently in both Swedish and English (written and oral)
  • Experience from SaaS, Sales and international expansion is a merit

So, you think this could make you smile at work? 

If you think this sounds interesting we would love to hear what you are looking for in your next employer, what you believe your strengths are and what makes you smile at work. 

Interested? Go ahead and send your application to us – in Swedish or English. Interviews will be held continuously so drop us a line ASAP. We're looking forward hearing from you!

Have a fantastic day!

Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!

Stockholm

Regeringsgatan 52
111 56 Stockholm Directions hello@andfrankly.com View page

What you can expect

We are a young company that released our first product not too long ago. If you're looking for an org chart and clear processes we might not be the right place for you as we're prioritising agility as we grow. But - if you're a doer, have ideas and are keen on being part of building a company from an early stage you won't find a better place to be.

  • An exciting journey

    Be part of the startup journey in a company that's actually earning revenue already, and take part in the experience of building a company. (Joining early also means you can claim a really cool role now before anyone else takes it!)

  • Room for creativity

    What you do will not be set in stone, nor is how we work – we want people who dare to try new things; we test everything from new sales and marketing methods to new customer engagement solutions and we try out new tech in order to find out what works best. If you have ideas that make sense, we will support you in realizing them.

  • Bootstrapping is over

    We're an early stage startup but we're no longer working out of café or a friend's spare room. We've got a nice office at a great location in the city center, do Friday breakfasts, go out to eat at funky new restaurants and sometimes even workout together. We don't have a ping-pong table yet, nor the possibility to exit the office through a slip-and-slide, but that's just a matter of time...

Ambitious but humble

We're a small but quickly growing team that is passionate about making a change. We value creativity and getting things done. We work hard and believe in collaboration - enabled by our flat, open and honest culture. We know that in order to be creative we need to make room for fun too! 

One day we'll meet a large international cooperation, the next day a small creative agency. This means we need innovative creators, tech nerds, driven sales reps as well as seasoned HR experts on our team. We believe talent may come from all over the world to join us at our Stockholm HQ to realize our vision.

Already working at &frankly?

Let’s recruit together and find your next colleague.

email
@andfrankly.com
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  • Fredrik Krantz
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  • Jordão França Barroso
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