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Customer Success Manager

1 month ago

Oslo, Oslo County, Norway TN Norway Full time

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Papirfly is a European SaaS leader in Digital Asset Management and On-brand Content Creation, serving over 1 million users across more than 1,500 of the world's most recognized brands.

An Introduction to Papirfly

Empowering brands to articulate their stories is at the heart of what we do.

Papirfly is a European SaaS leader in Digital Asset Management and On-brand Content Creation, serving over 1 million users across more than 1,500 of the world's most recognised brands. Our modular suite of solutions enables companies to showcase brand assets to all stakeholders, manage and create on-brand content without design experience, and maintain a fully consistent brand identity across the organisation and all customer channels.

As part of Papirfly Group, we're shaping the future of marketing technology through innovation and expertise. With over 350 team members across eight countries, we deliver solutions that meet the real-world challenges of our customers, from simplifying content creation to seamlessly managing digital assets. Combining the strengths of Papirfly, Brandpad, Keepeek, and Adgistics, we empower businesses to drive scalable growth and foster trust and loyalty among employees and customers.

Fun fact: Papirfly is the Norwegian word for 'paper plane' reflecting our Nordic roots. Today, as a global company, we pronounce it 'paper fly'.

Visit www.papirfly.com for more information.

Job Overview

In this role, you will be responsible for managing and nurturing key Enterprise customer relationships, ensuring their success throughout the entire customer journey. You will drive customer adoption, foster advocacy, and identify opportunities for upselling other solutions as part of the Papirfly Platform while coordinating with various internal resources to deliver exceptional customer experiences. The role reports directly to the VP Customer Success.

Key Responsibilities

  1. Act as a trusted advisor to key Enterprise accounts, guiding them through their entire customer journey from successful on-boarding to delivering against the customer's business outcomes through the use of the Papirfly Platform.
  2. Develop and maintain strong relationships with key stakeholders within customer organisations; to develop trusted advisor status with customer Champions, Influencers, Decision Makers/Economic Buyers and also the partner ecosystem to become a strategic partner and advocate for their success.
  3. You will be responsible for the commercial and contractual relationship with the customer post-sale through owning and growing the NRR of a defined revenue book of business across a portfolio of accounts.
  4. Drive customer adoption of our products and services by understanding the customers' specific needs and aligning our offerings to their goals and objectives as documented in a shared QBR process.
  5. Identify opportunities for upselling working collaboratively with the sales team to expand net recurring revenue streams.
  6. Coordinate resources from various internal teams, such as Onboarding, Project Management, Training, Support, and Professional Services, to ensure seamless execution of customer projects.
  7. Proactively identify and nurture customer advocates, leveraging their success stories to drive brand awareness internally and externally and increase customer satisfaction as measured by NPS.
  8. Gather customer feedback, and provide insights to internal teams to drive product improvements and enhance customer experiences.
  9. Develop a mutual account plan with the customer stakeholders that support and drive strategies to ensure high customer retention rates, minimise churn, and increase customer lifetime value.
  10. Stay up-to-date with industry trends, market conditions, and competitor activities to provide strategic guidance to customers.
  11. Lead or participate in selected customer or company activities such as events and webinars.
  12. Learn and understand the Papirfly Platform and Product Portfolio and master how to demo our own software.

Knowledge and Experience Required

  1. Minimum 2+ years of experience as a CSM, preferable MarTech.
  2. Minimum 3-5 years of operational work from account management and growth in Global Brands & Enterprise Accounts or experience on the customer side in a similar MarTech environment.
  3. Knowledge of CSM, CRM, DAM, PIM or other MarTech software is an advantage.
  4. Excellent organiser and project management skills.
  5. Experienced in working in a commercial environment (e.g., renewals & finding/closing expansions).
  6. Fluent in spoken and written English and Norwegian.
  7. Must be based in Oslo and be able to accommodate an office-first working location policy.

Our values

Growth Mindset
Our abilities and the outcomes we deliver can grow by accepting new challenges, being persistent, continuously learning and receiving feedback.

Leadership
We are empowered to lead. We take action and motivate others around us.

Ownership
We take pride in our dedication and commitment to our roles and responsibilities, ensuring we complete our tasks efficiently and responsively. We embrace transparency and openness, sharing key information and valuing each other's ideas. Together, we combine different skills and perspectives to achieve shared goals with respect and teamwork.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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