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Customer Success Manager
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Industry

Security & Surveillance

Category

Other

Experience

Experienced

Applications are considered on a rolling basis

Location: Stockholm

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Contact Person
Farid Lalami

Job Description

Defentry is a cyber-safety company with a mission to secure online users from identity thefts and data breach.

Thousands of customers and users of global insurance and security companies are currently secured online by Defentry's solution.

We are growing rapidly and so we are expanding our team with a Customer Success Manager.

Role and Responsibilities:
We are looking for a Customer Success Manager to lead the strategic client growth agenda with existing and future clients. As a Customer Success Manager, you will be responsible for maintaining and strengthening Enterprise strategic relationships with key leaders and decision makers in customer organizations.

As we continue to expand across Nordics and Europe, we are looking for an experienced, innovative and industry-knowledgeable Customer Success Manager for our subscription partners, who will together with the partners contribute significantly towards Defentry’s market expansion and transactional revenue objectives.

Together with an open and fun international team you will be building a safer world for digital life. We have developed the world’s first platform for safeguarding personal data. A platform used by e.g large Insurance and Security companies as well as SMEs.

  • Lead our customer success function within Defentry in order to create and ensure satisfied customers, increased user base and growth in joint business.
  • Acts as a liaison between service and sales, incorporating product expertise and customer feedback.
  • Drive customer ROI and business outcome by planning and hosting adoption, solutions, commercials and growth.
  • Create trust and a strong relationship with customers by acting as their trusted advisor and inspire them towards excellence.
  • Discover and share key customer and user insights internally and externally with vital functions.
  • Think, improve and implement routines and processes explicitly for every point of contact that impacts the client experience.
  • Be hands-on and operational within your areas of responsibilities meanwhile having a strategic and holistic approach to customer success.
  • Ensure that relevant processes are continuously updated and excellent in a scalable way.
  • Handle and take lead on strategic and tactical operational aspects of the customer success role.
  • Analyzing customer data and helping the customer discover aspects of the product that are most beneficial to them.
  • Defining and managing customer scope, creating a work breakdown structure and customer requirements gathering.
  • Implement and always improve customer onboarding and training.
  • Carry out health checks on a continuous basis to avoid churn.
  • Upselling and cross-selling through review of customers’ progress.
  • Planning, defining, and developing schedules, activities and activity together with our team and customers.
Skills & Requirements
  • A degree in economics, sales or marketing or an equivalent combination of training and experience.
  • Multiple years of experience in customer-facing customer success, account management, or strategic consulting organization (experience in B2B SaaS is a plus.)
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Create account plans and set goals that drive the right initiatives.
  • Experience in building strong internal and external relationships.
  • Be senior enough to take strong leadership in customer success.
  • Be very structured and a good communicator.
  • Have experience or strong interest in working with data driven products.
  • Fluent in English and Swedish with excellent verbal and written communications skills.
  • Ability to understand and communicate customer needs and business strategies.
  • Strong negotiation and influencing skills.
  • Presents diplomacy, tact, and poise under pressure when working through customer issues.

Why join us?

Our family consists of highly talented individuals from all over the world. What unites us is our enthusiasm for shaping the future of Security.

At Defentry, we believe that autonomy and collaboration is more important than hierarchy. We value a caring and equal workplace where you are allowed to grow while being yourself. We always strive for a good atmosphere and good results.

  • An opportunity to develop and lead the Customer Success function within Defentry.
  • Being part of building a safer world for digital life in a cyber safety company where transparency and humanity are at the center of how we work.
  • To be a key part of a VC backed-up scale-up with fast growth, that is taking a position as a global leader in safeguarding personal data.
  • To be able to strongly influence the building and growing of a successful company.
  • A friendly, fun, collaborative and entrepreneurial work environment.
  • A market-based salary package. And for the right candidate an opportunity to take part of a stock option program.

The position is located in central Stockholm, Sweden. You are welcome to submit your application. Selection and interviews are conducted continuously.

About the company

Defentry’s mission is to build a safer world with our superior cyber safety eco-system. Defentry monitors real time cyber threats and performs predictive analytics in order to offer individuals to gain control over their personal data. Defentry delivers a platform sold to customers via partners. The service has both consumer and corporate users.

Defentry is a venture capital backed-up scale-up on a fast growth journey.

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