Join our global team in designing and automating personalised customer experiences at scale. At Kaisa, we understand that our greatest asset is our talented and diverse team. We believe in creating an environment that fosters personal growth, professional development, and overall well-being. Regardless of where you are in the world, our commitment to your success and happiness remains unwavering.


Job Overview

The Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of Kaisa customers by increasing adoption of the Kaisa product suite via the delivery of the Customer Success Programme.

Responsibilities and Duties

- Revenue retention and growth for a portfolio of existing Kaisa customers.

- Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite.

- Maximising the value and business impact of Kaisa by establishing customer goals and KPI’s and working with them to continuously optimise these.

- Building and developing strong customer relationships and growing the understanding of the Kaisa value proposition across multiple business units and markets.

- Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross sell opportunities.

- Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn.

- Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders.

- Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision.

- You will also collaborate directly with Senior Customer Success Managers, Business Operations, Pre Sales Consultants, Support and Marketing teams.

Skills requirements

Must have

- 3+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management.

- Commercially savvy and experienced in working strategically to achieve customer retention and revenue growth over time.

- Experience working with large businesses and brands with complex organisations.

- Demonstrates emotional intelligence and is able to use the information available to influence decision makers.

- Experienced in a multi-tasking environment and can adjust priorities on-the-fly.

- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management).

- Strong written and verbal communication skills and in person and virtual presentation skills. C-level experience highly valued.

- Fluent English is essential and other language skills are highly valued.

- Willing team player.

- Experience delivering product training and/or product demonstrations.

Highly valued

- Good time management and project management skills.

- Experience in the Customer Experience (CX) SaaS platform space.

- Evidence of an understanding of API integrations and customer ecosystems.

- Understanding of the Automotive and/or Real Estate industry.

- Understanding of the marketplace/classifieds industry.

Company Culture and Benefits

What makes Kaisa stand out? Our values, which guide us every day:

Innovate with Agility - We move fast, think creatively, and adapt seamlessly.

Win Together - Success is a team effort, and we celebrate it as one.

Own It - Accountability drives progress, and we take pride in our work.

Champion Sustainability and Diversity - We foster inclusivity and make responsible choices.

Spread the Vibe - A positive atmosphere fuels great ideas and connections.

Benefits:

- Opportunity to work with a talented and passionate team in a fast-growing company.

- Be a part of a company that values innovation, collaboration, and customer success

Across all countries (Sweden, UK, France) there are similar benefits such as:

- Country specific health and family insurance

- Country specific retirement contribution

- Sporting & wellness opportunities

- Learning through the Kaisa Academy

- Possibility to be part of sustainability actions

- Flexible and remote work to suit your personal working style

- Regular team events in France, Sweden and the UK

 - An approach to work-life balance, where you can excel in your career while fully enjoying your personal time

- A solid team environment