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Customer Success Strategist

2 weeks ago

Stockholm, Stockholm, Sweden Soundtrack Technologies Sweden AB Full time

About Soundtrack Technologies Sweden AB

We are a B2B scale-up company providing music streaming services for businesses. Our diverse portfolio ranges from small customers like local cafes to large brands like Joe & the Juice, Toni & Guy and TAG Heuer. We believe in product-led growth where our scalable approach drives customer acquisition, conversion and expansion.

The Role

As a Digital CSM, you will be responsible for managing our high-volume customer segment. This requires using one-to-many communication, automation tools and a highly scalable approach. Your tasks include identifying customer needs, tracking their progress and providing timely interventions. You will also be involved in crafting engaging content and analyzing data to improve customer outcomes.

This is a brand-new role at Soundtrack, giving you the opportunity to shape processes from scratch and make a lasting impact on our business. You will have a dynamic mix of responsibilities including analyzing data, creating engaging content and managing customer interactions. Reporting to the Director of Customer Success, you will work with a talented team offering opportunities to learn, collaborate and grow.

Responsibilities

  • Manage a large set of customers and drive adoption, expansion and retention through one-to-many communication
  • Define metrics and establish continuous tracking and performance visibility
  • Analyze and segment the customer base to test new approaches and implement scalable solutions
  • Leverage customer insights and data to create strategies that improve key performance indicators
  • Build automations and manage content for communication
  • Provide human touch by helping customers navigate the customer journey to achieve a short time to value and successful adoption of our product and services
  • Collaborate closely with internal teams and align resources to achieve desired results
  • Participate in and drive internal projects that support customer experience and scalability, such as customer cases and process optimization

About You

You are driven and entrepreneurial yet thrive in a collaborative environment. Adaptability, prioritization skills and humility are essential qualities we look for in candidates. We value individuals who are comfortable working with products, embracing experimentation and driving scalability and user experience using digital tools.

Requirements

  • Experience working as a Digital Customer Success Manager or similar in a SaaS business (B2B or B2C)
  • Strong technical and analytical skills with proficiency in handling large data sets
  • Familiarity with CRM tools like Hubspot, Salesforce or Intercom and data analysis tools like Mixpanel or Tableau
  • Excellent English communication skills, both written and spoken. Any additional language is a bonus
  • Results-driven, proactive and skilled at managing expectations
  • Bachelor's degree in economics, business administration, engineering or other relevant field
  • You are located in Sweden

Benefits

  • Flexible work arrangement with our Work From Anywhere program
  • Generous pension plan
  • Yearly budget for health, wellness and personal development
  • Laptop and mobile phone of your choice with included cellular subscription
  • Regular social activities and events
  • Daily breakfast served at the office