Customer Success Manager - Higher Education

As a Customer Success Manager with a special focus on the Higher Education sector, you will help our strategic university customers to make the most of their investment in Mentimeter. You will be doing this by driving customer value, adoption and usage of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.

To be able to deliver an amazing customer experience, you will work closely with all parts of Mentimeter (Product, Marketing and Sales). You will serve as a strategic partner on assigned accounts, to bridge the gap between customer challenges and Mentimeter solutions.

We use the theory of Predictable Revenue and reference Dropbox and Slack when we see the future of Mentimeter. Mentimeter is a service that is loved globally and our growth has been almost 100% organic.

We believe that a brilliant person with the right ambition can really leverage their time at Mentimeter. We are growing fast, and with us, so can you. Most importantly, we are looking for a candidate who has a passion for the Higher Education sector and is eager to develop Mentimeter to a world-leading position. You will be one of the leading individuals making this happen.

Responsibilities for the role:

• Manage a book of strategic Higher Education customers with responsibility for ensuring the customer achieves the desired value of Mentimeter
• Help your customers develop successful onboarding, roll-out and training strategies by working closely with the decision makers and key influencers in various departments/teams/faculties  
• Build relationships with your customers and act as a strategic advisor on how Mentimeter can help them reach their goals 
• Drive growth and retention of your customer portfolio together with the Relationship Manager
• Work on the adoption and usage of the purchased licenses to increase the value for the customer 
• Create efficient usage and ensure customer engagement by leading webinars, workshops and training sessions 
• Utilize Mentimeter, client and other data to derive insights and use these to drive greater client engagement 
• Contribute to building the Mentimeter community within Higher Education and influence the strategy for the vertical 
• Act as a bridge between sales, product and business development to proactively seek improvement of our Enterprise offering and be the voice of your customers 
• Monitor customer health proactively and contact clients upon low scores to set a plan to improve their utilization
• Contribute to developing the strategy for best-in-class scalable Customer Success 

Responsibilities not included in the role:

• Closing new contracts (Account Executives do that)
• The commercial responsibility of current customers (Relationship Managers do that)
• Day-to-day support (We have minimal support, and a support specialist is responsible for this)

Resources we have to support you:

• World-class lead generation from the Marketing and Product teams
• Marketing and Sales team to support in analysis and tactics
• Sales Operation function
• Sales Enablement function 
• Professional CRM and data gathering services (PlanHat, SalesLoft, Intercom, Mixpanel, Google Analytics, Salesforce etc.)

Skills & Requirements

Must haves for the role:

• Experience of 1-3 years of leading international projects together with customers (as a consultant or in an internet-based global company)
• Passion for building strong and long-lasting relationships
• Experience from international work
• Ability to drive many tasks and projects at the same time
• Great interpersonal skills
• Interest in data & statistics
• You are required to have professional level English - we sell to 100+ countries today
• Excellent communication skills

Nice to have:

• Additional languages (other than Swedish and English)
• Experience from working within the Higher Education sector  
• Bachelor or masters degree (field not important)

Not required:

• You don’t have to know Swedish (we are an English-first organization, daily work is carried out in English and the Mentimeter team currently boasts over 20 different nationalities!)

Please note that this position is located onsite at our office in Stockholm, with the starting date being flexible yet ideally as soon as possible.

The recruitment process consists of:

• Personality test and logical ability test
• Introduction Interview
• Business Case
• Competence Interview
• Culture Interview
• Reference calls

Due to summer vacations, we will continue the reviewing- and interviewing process for this role from mid-August. However, we encourage you to send in your application as soon as possible.