Customer Success Manager

As a Customer Success Manager at Funnel, you will own a portfolio of mid-market level customers and work to become their trusted advisor as you enable them to handle, analyze and optimize their data. If you love to solve advanced data use cases, consult existing customers on how to optimize their tools, and want to be part of a fast-growing scale-up – this is the chance for you!

Responsibilities

To be successful as Customer Success Manager at Funnel you need to be passionate about understanding your customers’ business, the value they expect from our tool, and the route to successfully creating a world-class business-ready data setup. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Day-to-day responsibilities include:

• Develop and maintain a strong, productive relationship with Funnel’s customers in your book of business

• Own the end-to-end success of your customers with Funnel, collaborating closely with colleagues in the account team for customer onboarding, revenue retention, growth, and adoption

• Work to understand your customers’ business, goals, needs and opportunities with Funnel

• Generate Customer Success-qualified leads for Partner or Account Managers

• Identify churn risks early and work closely with account team colleagues to mitigate these

• Serve as the customer's trusted advisor and product expert, hosting training sessions as required to support ongoing customer education and new use cases for Funnel

• Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences
  

Skills and experience

• 3-5+ years of experience holding a Customer Success title for a software solution.

• Relationship builder - you have proven experience managing customer relationships, seeking to understand their needs and working with them to realize product value, translating to account growth

• Problem solver - you not only help to solve immediate problems but also strive to help the customer long-term, with clear explanations of recommended solutions

• Technical aptitude - you are data-driven and have good technical capabilities

• Analytical - you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights

• Strong communicator (written & verbal) - you are able to create rapport with customers and colleagues quickly and can communicate objectives and needs clearly

• Effective time manager - you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment

• Team player - you are a self-motivated, dedicated teammate with a growth mindset and collaborative work approach focused on team success

• Thirst for knowledge - whilst Funnel will support your learning and development, you are expected to have a passion for your own continuous improvement, driving your personal training needs and utilizing internal and external resources to help with this

Nice to have:

• Proven experience working with digital marketing data or other types of data such as CRM / ERP is preferred but not essential

Benefits:

• Comprehensive insurance including medical, dental, vision, and life

• 160 hours (20 days) of vacation

• 401k matching - dollar for dollar up to 6%

• Industry-leading 14 Weeks Parental Leave (i.e. Maternity and Paternity) leave at 100% compensation, with a “ramp up” period to return to work

• Commuter benefits

• Equity in Funnel
  

Perks:

• Free use of onsite state-of-the-art office gym facility

• Snacks and a range of drinks to choose from (including our own Nitro Cold Brew!)

• A beautiful office near So. Station for an easy commute

Who we are

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.

We have always put the customer first, expressed in a no-commission sales model and a customer-centric development approach. We are proud to help companies such as Havas Media, Adidas, Sony, and Home Depot to unlock the true impact of their data.

Other information

This role is located in Boston. We value in-person collaboration in the office, and as such we work the majority of the time from our offices.

Funnel is an EOE/Veterans/Disabled/LGBTQ employer
We uphold and promote a “people first” culture where we consider team achievements and mental well-being key measures of success. We continually celebrate the diverse community different individuals foster. Our inclusive culture inspires us to try new things, speak openly, and be bold. Our inclusive culture empowers all of us to connect, belong, and grow. As an equal opportunity employer, we stay true to our mission by welcoming the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.
Funnel is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call857-663-0936 or send an e-mail to accommodations@funnel.io and let us know the nature of your request and your contact information.

Department

Customer Success US

Locations

Boston, Massachusetts, United States

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