Are you passionate about creating outstanding customer experiences? If so, we have an exciting opportunity for you!

The Company

Caliber is a Danish Enterprise SaaS company founded in 2018 by former directors from the Reputation Institute with the vision of making businesses more trusted and trustworthy. Our real-time reputation research platform helps Corporate Communications and Marketing professionals around the world manage their activities and build their companies’ reputations by viewing and activating real-time stakeholder perception data. We have been on an exciting growth journey, having built a global presence across Europe and America with blue-chip customers like Airbus, Audi, Ericsson, and Coca-Cola.

Caliber consists of an international team of strategists, analysts, sales professionals, customer success specialists, marketers, and technologists with HQ in central Copenhagen. Our culture is characterized by openness and informality where everyone can impact how the company develops. We are ambitious and plan to increase our global impact in the coming years, building on the strength of a growing team in Denmark and around the globe across our offices in NY, London, and Rio de Janeiro. As a bootstrapped and profitable business, we are not dependent on the investor market and enjoy greater stability and growth than most startups and scaleups in the current global economic climate.

Position

We are looking for a highly motivated and dynamic Customer Success Manager who is a master at driving the success of our global enterprise customers and ensuring they get the most out of their subscription to Caliber’s platform. In your role, you will help our customers get started and adopt our platform using expert product knowledge, operational procedures, and a customer-focused mindset. You will be responsible for product implementation, onboarding/training, and providing ongoing support.

Your responsibility areas will focus on servicing customers and ensuring a win-win relationship, including:  

• Customer onboarding, training, and support

• Proactively manage your own customer portfolio throughout the entire customer journey

• Gathering customer feedback and sharing it internally to improve the product

• Analyzing customer data and helping users discover beneficial aspects of the product

• Working closely with cross-functional teams to ensure an exceptional customer experience and timely take care of any customer issues

• Developing a Customer Success program in collaboration with the Product and Tech teams, including a customer/user journey and playbooks to drive adoption, increase value and minimize churn

• Keeping customers updated on changes to the product and new features they might find useful

• Encouraging customer advocacy through reviews, case studies, and testimonials

• Upselling and cross-selling through review of customers’ progress

• Document all key customer attributes, needs, expectations, and progress

• Creating content articles and video tutorials

Key skills, characteristics & knowledge:

As a Customer Success Manager, you will guide & advise a wide variety of enterprise customers across the globe, ensure they launch Caliber’s platform successfully, and are continually driving business value from it to manage and improve their company’s reputation. You’ll work closely with customer stakeholders to discover their business needs and challenges, understand the use cases and success criteria to execute the best possible implementation, and support the process.

Your profile:

• Experience in customer-facing roles in an international enterprise context, like customer success, account management, or strategic consulting (experience in B2B SaaS, market research, or communication consulting is a plus)

• Self-motivated and proactive team player with innovative ideas to inspire customer loyalty and adoption

• Experience in building strong internal and external relationships

• Organized and methodical with excellent follow-up to ensure customer expectations and deadlines are met

• Responsible and self-learner with excellent communication skills and analytical skills

• Highly detail-oriented and able to manage multiple projects and tasks simultaneously

• Excellent time management skills

• Exceptional written and verbal communication skills in English and German

• Located in or near Copenhagen

This is a unique opportunity to work in a fast-growing international organization that is redefining the field of corporate reputation across countries and sectors and have direct customer interaction with senior executives at leading global companies.

For more information about the company, please visit our website at www.groupcaliber.com. We are evaluating applications and inviting relevant candidates on an ongoing basis, as we would like the position to be staffed as soon as possible.

Caliber is an equal opportunity employer, and we welcome all applicants. Caliber supports workforce diversity, and all applications will be considered equally and against the role profile regardless of color, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.