Customer Success Manager
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.