The Opportunity

We are looking for an experienced leader to manage the Scaled Customer Success team at Funnel, defining and building our next chapter with our ever-growing customer base. You will be instrumental in leading the team, driving projects and processes, and leveraging analytical insights to ensure strategic 1-1 and at scale value delivery to a high volume of SMB customers.

You will own the post-sales process for this customer segment, from initial customer onboarding to full-scale adoption, and have ultimate responsibility for retention. You'll be supported by all other Funnel teams - from sales and engineering, to product management, data science, and our executives - to ensure our customers achieve value from their usage of Funnel.

This role is perfect for a visionary leader passionate about creating scalable solutions to enhance customer engagement, satisfaction and retention.

What You’ll Do

• Team Leadership: Effectively mentor, coach and manage a globally distributed Scaled CS team to help us execute our strategic goals and delight our customers.

• Cross-functional Leadership: Work closely with our Customer Education and Marketing teams to build out 1:many enablement programs. Partner with our Revenue organization to expand use cases, uncover risks and opportunities, and ensure customer renewals. Equip our Product team with qualitative and quantitative customer insights to help them reduce product and UX friction.

• Program Building: Build out our digital-first CS program to create targeted multi-channel / multi-product experiences to improve active user engagement, customizing according to customer segment and lifecycle stage. This includes developing playbooks, establishing success criteria, and tailoring our customer journey to meet the needs of our smaller customers.

• Systems Optimization: Work closely with other teams (particularly our Revenue Operations team) to optimize systems to support scalable, data-driven customer engagement strategies, team efficiency, and customer insight gathering.

• Data-Driven Strategy: Harness the power of data analytics to drive strategic decisions and continuous improvement, across team and customer health performance. Lead and test initiatives to refine scaled customer success strategies, enhance customer experience, and increase retention rates.

• Product Expertise & Customer Engagement: Develop and maintain product expertise, connecting Funnel and Scaled CS best practices in our 1:many enablement resources (knowledge base content, webinars, etc.). Foster relationships with priority customers, understanding their needs and objectives to ensure their long-term success with our products.

About You

• Proven Leadership: 3+ years leading Customer Success or similar teams in a global SaaS company. Self-starter who will roll up their sleeves and get stuck in, understanding the importance of leading by example and living our company values.

• Analytical Skills & Structure: Strong analytical skills, with solid experience in data analysis and making data-driven decisions to improve Customer Success outcomes. Demonstrated ability to successfully bring structure to complex whitespace.

• Problem Solving & Adaptability: Skilled at problem-solving and decision-making in a fast-paced, evolving environment. Comfortable navigating and overcoming challenging situations in a professional manner. Open to experimenting with new strategies and tools to achieve Customer Success goals.

• Systems Expertise: Hands-on experience with Customer Success and CRM tools. Demonstrated ability to lead tool implementation or significant configuration projects.

• Excellent Communication Skills: Effective communication and interpersonal skills, with the ability to influence at all levels within the organization.

• Customer Success Background: Deep understanding of the post-sale lifecycle (onboarding, adoption, value realization, advocacy, and offboarding), with a focus on developing scalable, digital-first strategies to support a large customer base. Highly customer-centric.

• Growth Mindset: Innately curious with an intrinsic motivation for continuous learning and personal development. Entrepreneurial spirit with a high tolerance for ambiguity, and excited by the challenge of building from scratch, testing and iterating for ongoing improvements.

  
  Who we are

  
  Take a look at our Funnel benefits!

  Funnel is a Swedish-founded company with headquarters in Stockholm. Our SaaS product is designed to help marketing teams own their performance. Founded in 2014 in Stockholm, and still founder-led, the Funnel team has grown with our customers – serving more than 2,000 companies from our Stockholm, Boston, Dublin, and Sydney offices. Join us on our journey towards an IPO and becoming the next European unicorn!

  Other information
  
  This role is located in our Stockholm office. We have an office-first approach and we value increased in-person collaboration and as such, we work a minimum of four days a week from our office.

  We currently do not sponsor work visas and therefore we will take into consideration only applicants who:

  - Hold Swedish citizenship
  - Hold EU/EEA citizenship
  - Have a valid work permit for working in Sweden
  
  
  Applications for this role will close on September 27th.

Department

Customer Experience

Locations

Stockholm, Sweden

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