Customer Success Manager

LOCATION: Hybrid work at our office in Sweden or Finland. Alternatively, remote in the US East Coast, Ireland, UK or EU. Why make the move? Are you seeking a workplace that has the perfect balance between a small company's warmth and a big company’s stability? At Refined, we have just that – a comfortable and suitable environment that embodies the modernity of Nordic work culture. But what truly sets us apart is our client roster, featuring major brands like Coca-Cola, Samsung, Spotify, and Airbnb, along with partnerships with universities and governments, offering valuable networks for your future career growth. Interested in working in an environment like this? Then read on! Why are we looking for you – right now? At Refined, we’re at the forefront of a transformative phase, poised for growth through focusing on volume-driven solutions. Historically, our growth has been organic. However, to propel us to the next level, we acknowledge the necessity for refined processes and standardization. Here’s where you step in! We're on the lookout for you to join us as a Customer Success Manager. In this role, you'll not only implement and optimize our existing customer success processes but also champion the development of new, proactive, low-touch strategies. So, if you want to leverage everything you've learned so far and take a step to the next level in your career, this versatile role is a fantastic opportunity! Read more about our Customer Success Team Lead, Raj’s 5-year career story at Refined>> What does this role look like in detail? As a Customer Success Manager at Refined, you'll be at the heart of our commitment to ensuring customers not only use but deeply understand the added value of our products. Refined’s SaaS products turn Confluence and Jira Service Management into custom intranets, documentation sites and support desks. Our sales focus on channel sales through the Atlassian ecosystem. Read more about our products>> Your mission extends beyond conventional responsibilities, encompassing proactive identification of churn risk factors and mitigation of the same for customers at risk. You'll complement our existing "one-to-many" model, offering individualized care to a dynamic roster of key accounts. In fact, you play a dual role, not only guiding the end-customers but also supporting partners. Embracing a flexible communication approach, your daily tasks include ensuring accurate customer service, diving into the specific challenges faced by customers, especially in the intricate environments of large companies and organizations. Specific Goals In First 12 Months

• Revolutionize our customer onboarding process.
• Implement 1-1 key account management.
• Create an activation plan with accurate models for product use and customer satisfaction.
• Continually optimize the customer journey, collaborating with sales and support.
• Capture the "Voice of the Customer”: enhance internal communication to foster a comprehensive understanding of our customers and their challenges.

What do you need in order to succeed in this role?

• Experience in working with North American customers and culture. Willingness to work hours based on your portfolio's work hours (US time zones).
• B2B SaaS experience and familiarity with the Atlassian ecosystem.
• Basic understanding of customer challenges in our main use cases.
• Experience with enterprise customers.
• Scalability mindset for both high and low touch Customer Success.

Why join Refined? As the demand for our solutions grows, we are looking for you to grow with us! In this role, there is an opportunity to progress to CS leadership or explore paths in support, sales, or product management. Your professional growth is not just encouraged; it's celebrated and supported every step of the way. At Refined, you will become an integral part of our diverse, multicultural community of 65 individuals hailing from 23 different nationalities, spread across our offices in Malmö and Helsinki. We're a social bunch, but ensure that you can be part of the team in a way that suits your preferences. If you're driven, autonomous, and passionate about solving problems, you'll feel right at home at Refined! As a Nordic company, you'll savor a 5-week holiday package annually, reflecting our commitment to your well-deserved time off. How to apply & what to expect from the recruitment process? To apply, please submit your application by following the link provided. Ensure your application is submitted by 6 January 2025. We encourage early applications as we review them on a rolling basis. For any questions, reach out to Chloe Nauta, Head of People, at chloe.nauta@refined.com. Chloe will be your primary contact throughout the recruitment process. After Submitting Your Application, Here’s What To Expect

• Fill out a pre-screening logic and personality test via Alva Labs.
• The next steps include an introductory call and two interviews focusing on competence and cultural fit.
• If successful, we will extend an offer to join our team.

We look forward to your application and potentially welcoming you to Refined! We started Refined in 2009 with a simple idea: Enterprise software doesn’t have to be boring. Since then, Refined has evolved from a handy theming tool into a full-fledged site builder, helping more than 5,000 companies worldwide transform their Atlassian Confluence and Jira instances into beautiful, branded sites users love. Custom intranets, documentation sites, support desks and more—no code required.