Customer Success Manager

If you have a “win as a team” mentality, are passionate and like to have fun, then Fishbrain is the place for you!
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Did you know that fishing is the world’s most popular hobby? We do! And here at Fishbrain we have created the world’s largest social network dedicated to people who love fishing. We want to make sure that we can give them the greatest experience possible and make their fishing dreams come true, no matter where they are in the world.

We have over 9 million users all over the world who have logged over 6 million catches in our app. We’re growing fast, both in our social network and in the company, which is why we’re looking for a Customer Success Manager!

Background:
Fishbrain is strongly increasing the eCommerce investment on our Marketplace (e.g. shop.fishbrain.com). Hand in hand with the increase in sales the need for customer support increases. This includes, on one hand, support from a customer perspective e.g. questions regarding shipping, order status, payment, refunds etc. And on the other hand, brand perspective e.g. follow-up on refunds, oversold products, order status, process optimisation etc. To strengthen our support for the Marketplace we are in need of a dedicated full time support employee for bridging the customer journey & brands perspective to ensure happy customers. 

Responsibilities
Ultimately make our customers happy. Daily support operations of the Marketplace, handle daily incoming tickets from customers & with brands. Support pre-sales, up-sales & renewal sales through demonstrating value to customers, monitor customer success/health checks via KPIs, coordinate needed adjustments/demands within the commerce and product teams. Account escalations to 2nd line support (e.g. product, tech, e-commerce, etc.)

Create guidelines for ticket handling, establish Fishbrain tonality towards brands and customers, bridge the communication and workflow between customers and brands/sales and act as the brands and the customers advocate.

Role description
As Customer Success Manager for Fishbrain you are responsible for developing customer relationships that promote retention and loyalty. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will be managing the experience of our end customers. Driving adoption and outcomes leading to renewals, expansion, and advocacy across our portfolio. 

Building a positive image of our organisation’s support during the full sales process is a natural part of the role. By acting as a single point of contact the customer success manager is also responsible for the customers initial impression of the level of support that can be expected from an organisation throughout the complete sales process. Following up and creating processes and KPI throughout the support process are a natural part of the role. Further, you will be a stakeholder for future development and set up demands and execute on continuous improvement of the customer experience.

What We’re Looking For

  • Ideally 2+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Impressive communication abilities & executive presence
  • Ability to create structure in ambiguous situations and design effective processes
  • Passion for technology and for being a part of a fast-growing scale-up company

Good to have

  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Bachelor / Bachelor of Science Degree is good to have. Masters of Business Degree is a merit

Good to know

  • Expect work times that can include late nights and week-ends
  • Native / fluent in English both spoken and written as our main target market is the US
  • The Customer Success manager reports to the Commercial Director
  • The position is based in Stockholm, Sweden

Our Bait 
We have trust in our employees which means that 1. you will be given a lot of responsibility from day one and 2. we value your opinions and ideas. No matter the team, everything we do has an impact on our users and on Fishbrain as a company. Our culture is very important to us. If you have a “win as a team” mentality, are passionate and like to have fun, then Fishbrain is the place for you!

Feeling hooked? Throw us a line!

Usually responds within two weeks

Or, know someone who would be a perfect fit? Let them know!

Stockholm

Drottninggatan 26
111 51 Stockholm Directions job@fishbrain.com

Perks & Benefits

We come in all shapes and sizes and so do our perks & benefits!

  • TECHNOLOGY OF YOUR CHOICE

    Because we know people can be quite picky about this stuff. Windows or Mac, you decide.

  • 30 DAYS ANNUAL VACATION

    Each year you’ll get 30 days vacation to use however, whenever. Catch some sun, a few fish, or both -- you decide.

  • WELLNESS BONUS

    You’re more than a brain and a set of fingers typing. At Fishbrain you’ll get an annual allowance to put towards anything in the realm of health and fitness.

  • DEVELOPMENT ALLOWANCE

    Whether you want to attend a conference or gain skills in a particular area, we will support you and do what we can to help make that happen.

  • VISA SPONSORSHIP

    If you (and your family) need to move from outside Sweden, we’ll handle the bureaucracy to make the transition smooth and swift.

Our Culture

Some of us fish, some of us love the outdoors, but all of us are united in building the best fishing experience. We have over 85+ employees, boasting 29 different nationalities from 6 continents.

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