Pie Systems is looking for a hands-on Customer Success Manager to join our European team in our HQ in central Copenhagen.

Pie Systems has created a fully digital end-to-end VAT refund solution (tax free shopping) for tourists and retailers. Our platform streamlines VAT claims, eliminates airport queuing, and provides higher refunds. We eliminate the manual part, and empower retailers with data analytics & process transparency. We are working to disrupt this stagnant $70B+ global industry dominated by analog incumbents. Join an experienced and globally distributed team as we bring this industry into the modern age.

These will be your core responsibilities:

As our Customer Success Manager you'll play an important part in the further scaling of our company. We have taken an old-fashioned industry and turned it on its head, by putting customers center-stage, why Customer Success and Service are very important to us. As our Customer Success Manager you'll be wearing 2 hats as we are a B2B2C company . On one side you will work closely with our Commercial teams to help onboard, retain and grow the revenue for new and existing Pie customers. On the other side you will manage our Customer Service efforts and help our users with any questions they might have.

What you’ll be working on:

• Build the Pie Customer Succes department with a relentless focus on delivering world-class service

• Serve as the voice of the customer and user internally at Pie by providing customer feedback to Product, Commercial and Engineering

• Track and report on KPIs and trends. Use this data to iterate and learn how we can best improve going forward

• Cultivate relationships with key customer roles from functional owners to senior management

• Build referenceable customers who want to tell the world about their experience with Pie

• Further develop and ensure our tone of voice is constant across platforms

• Work in close collaboration with Commercial and Product teams to ensure continuous improvements to the customer and user experience

  
  

You’re offering these qualifications and experience:

• Minimum 2 years of experience working within Customer Success

• Experience in building a Customer Success team and processes, preferably within tech/retail

• Outgoing and social personality who always seeks to exceed customer expectations

• Comfortable working in fast-paced entrepreneurial environments

• Ability to demonstrate effective written & oral skills

• Problem-solver with self-starter mentality, always looking to improve our product

• Fluency in written and spoken English a must

• Structured with great attention to detail 

Bonus (Good to have):

• Fluency in written and spoken Danish

• Startup experience (e.g. within fashion/fintech/payments)

• Interest and experience working within the technology industry/start-up environment in tourism/retail 

What we offer:

• You will work at the forefront of the digital revolution within tourism

• Space for rapid professional development

• Challenging tasks, high responsibility and with a high impact 

• A small distributed team of experienced entrepreneurs (Paypal, Udacity, Thirdlove, Boozt) 

• Our European HQ is based in central Copenhagen, Denmark 

  
  

If you want to join us on our mission to digitize the tourism industry, please apply with your resume and application as soon as possible, as interviews are conducted continuously.