Customer Success Manager
At a glance
Manager-level Customer Success role at Funnel. Stockholm.
Pay not stated Customer Success Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Guide customers from onboarding through adoption, matching Funnel Data Hub and Funnel Measurement to their marketing and business goals
- Lead business reviews that connect performance insights and ROI to each customer’s goals and Funnel’s value
- Run renewals, address churn risks, and find upsell or cross-sell opportunities across your customer portfolio
- Negotiate pricing, contracts and multi-year agreements, while keeping HubSpot deal and renewal records current
- Map customer stakeholders and share their needs with Product, Marketing, Solutions, Partner and Sales teams
What you bring
- At least three years in a customer-facing role such as Customer Success or Account Management
- A record of managing customer relationships, securing renewals and improving retention
- Strong analytical ability and comfort working with data-driven products
- Fluent English, both spoken and written
Who this fits
This role suits someone who can combine customer guidance with commercial ownership, using data to spot risks and growth opportunities. You’ll work from the Stockholm office, with the option to work from home one day per week.
From the employer
We’re growing our team and looking for an exceptional Customer Success Manager (CSM) to join Funnel.
The Role
As a Customer Success Manager (CSM) at Funnel, you will be the primary point of contact for our customers, combining a strategic, customer-centric approach with strong commercial ownership. Your mission is to drive customer retention and long-term revenue sustainability by ensuring customers realize measurable value from Funnel, proactively managing risks, and building lasting partnerships.
You will own the customer relationship throughout the customer lifecycle - from onboarding and adoption to Business Reviews and renewals - with Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) as your key success metrics.
What You’ll Do
Own Customer Success: Guide customers through onboarding, drive adoption, and expand use cases by aligning Funnel’s solutions - Funnel Data Hub and Funnel Measurement - with their marketing and business goals.
Be a Product Expert in Funnel. Ability to train the Funnel product, troubleshoot and advice on best practices in Funnel.
Run Business Reviews: Build a deep understanding of each customer's business goals and present performance insights, demonstrate ROI, and reinforce Funnel’s value as a strategic partner.
Drive Renewals and Growth: Lead renewal discussions, mitigate churn risks, and pursue upsell and cross-sell opportunities to grow revenue and strengthen customer relationships.
Negotiate and Close Deals: Handle contract negotiations, pricing discussions, and multi-year agreements to achieve mutually beneficial outcomes.
Engage Stakeholders: Build strong relationships with decision-makers, budget owners, and champions through structured stakeholder mapping.
Ensure CRM Excellence: Maintain accurate HubSpot records, track all renewals and deals, document key interactions, and follow established sales processes.
Stay Proactive: Prioritize customer calls for quick resolution, maintain a fast email response rate and proactively introduce new features and products.
Forecast and Plan: Keep forecasts for churn, contraction, and growth accurate and timely to inform business decisions.
Collaborate and Advocate: Work with Product, Marketing, Solutions, Partner and Sales teams to represent customer needs and contribute to shared success.
Contribute to Team Growth: Share insights, participate in peer learning, and continuously develop your Funnel technical expertise and sales skills.
Leverage AI: Utilize existing and emerging AI technologies to enhance operational efficiency and deliver greater customer value.
Who You Are
Customer-Centric: You deeply understand customers’ marketing stacks and business objectives, ensuring they see measurable value from Funnel.
Revenue-Minded: You take initiative to identify and close upsell and cross-sell opportunities while building strong, long-term partnerships.
Proactive & Analytical: You use data and insights to guide decisions, identify risks and opportunities, and deliver actionable recommendations.
Resilient and Driven: You thrive in a dynamic environment, overcoming challenges with persistence and positivity.
Organized and Disciplined: You manage your time effectively, balancing customer needs with internal priorities.
Strong Communicator and Negotiator: You present persuasively, build trust, and handle negotiations with confidence and empathy.
Collaborative: You work cross-functionally, share knowledge generously, and prioritize the team’s success.
Curious Learner: You stay ahead of martech trends, product updates, and data innovation to continuously bring value to customers.
Experience and Skills
3–5+ years of experience in a client-facing role (Customer Success, Account Management, or similar.)
Proven track record of managing customer relationships, driving renewals, and improving customer retention.
Strong analytical skills and technical aptitude with data-driven products.
Excellent written and verbal communication skills.
Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing customers.
Experience working within the Martech ecosystem is considered an advantage.
Fluency in English is required; proficiency in another major European language is considered an advantage.
What We Offer
Read more about our Stockholm office and benefits [here].
We are an office-first company, with the flexibility to work from home 1 day per week.
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