Customer success manager

Build relationships. Create great experiences. 

Your mission & role

Are you passionate about great customer experiences and know that customer insights are key to building great products and services? Then join Sonar and help our customers take insights to the next level.

Sonar is seeking a Customer Success Manager to lead the onboarding of new customers as well as maintaining and building strong relationships with existing customers. In this role you will be ensuring that customers get the best experience possible and understand the full value when using Sonar's AI based user research platform. The Customer Success Manager will serve as the primary point of contact and become a trusted advisor to our customers.  

The Customer success function has just been created so you will take an active role in shaping the processes and structures that will create a best-in-class customer experience. You have a proactive mindset and are always a step ahead on solving potential issues and identifying new ways the platform can support our clients’ business. 

Your responsibilities

• Your key role is to help the customers maximize their adoption of the Sonar platform

• Guiding customers through the entire onboarding process from initial meeting to resigning and growing their engagement 

• Become an expert on customer’s needs to improve the onboarding experience and provide feedback to the product team

• Provide support to customers on the platform via video-conferencing, call, email, and chat

• Proactively follow up on pilots before, during, and after to ensure conversion to an ongoing contract

• Be close enough to our customers to identify accounts that are at risk for churning

What you need to bring

We are looking for a person with great energy and drive who is motivated to be part of a growth journey with an ambitious and enthusiastic team.

We expect you to:

• Be proactive and excited about reaching out to our customers on the phone to help them and engage with them in new ways of using the platform.

• Be a people person who gets energy from talking to customers and managing multiple customer dialogues at the same time

• Be able to drive the development of new ways of working and establishing best practices for the customer success area.

• You can structure your work and manage a large range of tasks across customers 

• You’re a natural when it comes to learning and using new technologies as well as teaching others about it

• Have a relevant Bachelor’s or Master's degree in Communication, IT, Business Administration, or similar

• Fluent in speaking and writing English, Danish would be a plus but not a requirement

You will stand out if you 

• Have experience from a larger Customer Success team in a SaaS company and know best practices for building and scaling customer success

• Have great technical understanding 

What we offer 

• An international environment with 10+ nationalities

• Join a scale-up company with ambitions to become a global leader: where we build together

• Competitive compensation plans with a performance bonus scheme and a pension included

• An account portfolio with different sizes of companies (from industry leaders to small teams just realizing the value of doing more user research in less time)

• Our office is newly renovated, in the heart of Copenhagen on the waterfront. Daily energizers and vitamin boosts come in the form of morning ginger shots, snacks, a healthy and flexible lunch, and of course a great team spirit. 

We are looking to fill the position as soon as possible and will be interviewing candidates as they come in. The position is located at our head office in Copenhagen.

How do I apply? 

Please submit your application and CV by uploading them here on the site. In addition, to give you an opportunity to experience part of the Sonar platform and to get to know you better we kindly ask you to do a short video interview (~5-10 min.) via the Sonar platform where you answer some questions about your experience with Customer Success Management. It is a think-out-loud interview and you can take it any time you want and you can access the setup for recording via this link: https://my.sonarapp.com/screener/iPgsQD98?vendor=social_media

About Sonar

The vision, business and team you'll be joining are all driven by our five core values.

HUMAN: Human thoughts and feelings are at the heart of everything we do.

DIRECT: We value simplicity and usability. We don’t overcomplicate things.

SMART: We move with the times, learning and adapting constantly.

PURPOSEFUL: We’re clear on the purpose of our product.

ENTHUSIASTIC: We’re not content unless we’re moving forward.

Sonar is a user research platform powered by machine learning. We connect the people who make things with the people who use things, helping global leaders to get closer to their customers. By automating time consuming manual processes such as designing tasks, transcribing, coding, and interpreting data, we enable companies to bring better products and services to market.