As a Customer Success Associate of Growth, you are focused on building healthy long-term relationship with our smaller Starter Accounts. You are a driven, customer-centric, team player, who loves leveraging your versatility and critical thinking, to develop these relationships and deliver results for our customers. This role is a hybrid of Customer Success and Account Management, which calls for commercial acumen as you are responsible for retaining and growing organisations with Falcon.io.

Falcon.io has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

Please note that the deadline for our first round of applications is Wednesday the 15th of April.

What you'll do:

• Own the customer relationship post-sale through to renewal for all customers, who currently pay under 1000 EUR per month, with the primary aim to retain and grow these accounts. 

• Understand the customer needs and link them to workflows in our products. 

• Develop a trusted advisor relationship with customer stakeholders to drive product adoption and educate customers on how to leverage features and new releases. 

• Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities. 

• Help strategize with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI. 

• Identify renewal risk and upsell opportunities. Collaborate with internal teams to alleviate blockers and ensure a successful renewal and growth. 

• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product.  

You will be a good fit if you have:

• German & English to a native fluency level, Danish or additional languages is a plus.

• Commercial acumen and an ability to spot risks and growth opportunities. You are comfortable with working towards set targets. 

• Customer-centric mindset with a passion to help customers and build relationships. 

• A passion for tech and digital marketing landscape. Strong knowledge of digital marketing or SaaS industry is a plus. 

• Excellent problem-solving skills and good technical knowledge. 

• Solid organisational skills like project management and milestone completion. 

• The drive to steer customers to succeed with a data-driven approach. 

What we offer:

• Being part of one of Falcon’s most high-potential teams, with plenty of growth on the horizon.

• An open and informal working environment defined by high levels of personal responsibility and follow-through, and excellent career development possibilities.

• The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader  

• A pension scheme and health insurance, and staff discounts at a few of Copenhagen’s best (and not so well-kept) secrets  

• An office space housed in the old Danish Design Center, directly opposite Tivoli Gardens in central Copenhagen  

• The Falcon Feed: our in-house canteen providing up to 3x meals per day, including drinks and healthy snacks