Customer Success Manager

Monsido - An Optimere Brand, is a web governance SaaS solution designed to give your website visitors a superior browsing experience. Our time-saving auditing tool helps you work with confidence to optimize your online presence as we scan and track all of your data in a user-friendly dashboard and provide reports on web accessibility, quality assurance, web analytics, response time, SEO, and corporate policies.

Monsido - An Optimere Brand, has a global presence. We are headquartered in Copenhagen, Denmark with offices in San Diego, Sydney and our newly established office in London.

As a Customer Success Manager, you’ll be responsible for the success of our customers and make sure that they reach the full potential of using Monsido. We’re looking for a solution-minded attitude, that can deliver nothing less than a world class success experience for our customers.

You’ll be a contributing member of our Optimere Global Customer Success team, that serves over 6000 customers across three product lines. While you will initially be supporting the Monsido product as a Success representative, there are multiple growth opportunities to support additional products and learn new disciplines.  

You will report directly to our Senior manager of Customer Success, who is located in our Durham office. You will also be supported by local team members in the Copenhagen office, and the VP of Global Customer in North Carolina. 

If you’re passionate about customer success, it’s difficult to find a more challenging and exciting role than this. As a customer-facing employee in an international company, you will interact with many different cultures and types of people. You’ll be in touch with well-known customer names across a bunch of country borders.

With the kind of products and services that we offer, you will be doing something great for the community and for people with different kinds of disabilities and challenges all around the world!

Together we will build this business

• You will act as an ambassador for our customers, making sure they are greeted and onboarded to our platform in the best way possible

• You will educate clients on product information including function, specifications, purpose, and developments in product design

• Work with internal teams, including sales, product, marketing, and support to ensure that customer expectations are met and exceeded

• You will check in with clients at least once per quarter and when needed, to continuously give them the best customer experience possible, making sure they feel supported at all times

• You will identify upsell opportunities to expand the customer’s use and value from the platform and thereby generate more revenue

There is no perfect candidate, however, these are some traits we prefer:

• You are able to deal with a variety of customer types, ranging from small customers with 1 user, up to large customers with more than 50-60 users

• It’s highly important that you have an understanding of web technologies, in terms of how a browser and website works

• High level of collaborative and communicative skills, since you will always be talking to either customers or colleagues

• You LOVE to help and support people, with a HUGE focus on customers

• You’re preferably someone who can see the upsell opportunities in a customer, so there’s also a salesperson in you, besides being a supportive personality

• You’re outgoing, down to earth, friendly and not afraid to talk to all kinds of people

• You see it as your responsibility to solve the customers’ problems, even though it will require you to talk to other internal departments frequently for help to solve whatever issue the customer has

• You’re not afraid to ask for help yourself

• You’re not afraid to challenge the status quo to make something better

Other Qualifications

• You are fluent in Danish and English, which is an absolute must for this position

• If you speak Dutch and/or Swedish, that will be considered a plus

• Knowledge of Google Suite, Salesforce and Intercom

• Thrive on energy, passion and the desire to work in a fast-paced environment.

Why people love Monsido

Our culture is people-centric, open, and innovative. You will be able to truly make a difference by applying your skills and unique talents, with great opportunities for both personal and professional development. We believe that a fun and professional workplace empowers people to achieve better results. Working for a company like Monsido gives you the opportunity to make a positive difference in people’s lives. Our platform is used by leading organizations to improve their user experience and website accessibility.

What does Monsido have to offer? (Perks) 

• Grow together with an already global company

• Be part of an aggressive growth organisation

• Lunch scheme at our great in-house canteen

• Free gym access at the big in-house fitness center

• Private health insurance

• Competitive salary based on experience

• Social events and much more

• Solid pension scheme on 8% on top of your base salary

If you are interested in joining a growth-stage tech company and this job sounds like a good fit, we definitely want to hear from you.

We look forward to hearing from you!

Monsido is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Monsido does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Monsido also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.