Customer Success Manager

At XtraMile we develop an e-learning automation platform and we help companies succeed by automating employee training.

Our microlearning methodology is easy to understand short 2-3 minute lessons, password-free authentication and innovative ways to reach the entire organization. As a result, 80% of employees complete training on “boring” topics, such as cyber security, without a carrot or stick.

We have two offices: Oslo (sales, marketing, and support departments) and Gdansk (development and content creation). Team members cite the relaxed atmosphere and lack of corporate vibe as huge advantages. In addition, they appreciate the freedom to make choices, to have a real say in decisions, and the opportunity to learn from each other.

Today we have 30 employees spread across the offices in Oslo and Gdansk. Our services are delivered worldwide in over 10 languages.

We have big growth ambitions going forward, and with you, on the team, we hope to get one step closer to the target.

What is your focus as a Customer Success Manager- Tech touch?

Today, we have a customer portfolio that is very satisfied with our solutions and the results they achieve. We believe at the same time that there is great room for improvement; by structuring efforts, automation, as well as better measurements of use and perceived quality.

We are looking for an experienced Customer Success Manager who can help us strengthen our

customer relations and ensure that our customers achieve success with our solutions. Tech Touch Strategies: Develop and implement tech touch strategies that enhance customer interactions without direct, high-touch involvement. This includes creating self-service resources, knowledge bases, and automated communication flows.

The most important criteria for success is the churn rate in the customer portfolio. To achieve good results is it is important to ensure a good onboarding process for new customers, and increase usage among existing customers.

How do we work:

We are working mostly remotely and we meet once a week in our office in Gdansk, ul. Chrzanowskiego 11 (Garnizon).

Due to this we are only looking for candidates from Tricity area.

Focus areas:

• Develop customer relationships throughout the customer's life cycle
• Collect and analyze data on use and perceived quality of the service
• Ensure that the customer success mindset is at the core of the entire organization
• Identify upselling opportunities for the sales department
• Ensure adoption of new features that are launched
• The ability to communicate effectively with customers from different technical backgrounds and
• assumptions.
• You have an interest and expertise in IT and technology, and are good at familiarizing yourself with new systems

Who do we think you are?

• Minimum of 4 years' experience in customer service, customer experience or similar roles
• Strong communication skills in English, both written and spoken
• Ability to work independently and in a team, with a proactive approach to problem-solving
• Experience with CRM tools and customer analysis techniques
• Likes to measure the effect of the measures you introduce, both the customer's behavior and experience
• Deep understanding of the subject of customer success and customer service
• Structured and self-motivated
• Experience from SaaS companies
• Likes to solve the challenges right in front of us and contribute to strategic discussions about how we can work tomorrow
• Strong analytical skills
• Interest in technology and automation
• You have completed higher education

What can you expect when joining us:

• The opportunity to work with a modern e-learning platform, utilized by major companies.
• A non-corporate work atmosphere where you will have a real impact.
• Work on a platform that is actively being developed.
• The freedom to contribute ideas and have a say in the decision-making process.
• Access to the latest technologies and opportunities for continuous learning.
• Access to the latest technologies (e.g. Copilot, GPT Plus).
• Flexible working hours and partial remote work.

Recruitment process:

• Phone screening (20 minutes)
• Remote interview with team leader and team members (1h)
• (Optional) Remote assessment task
• Culture fit interview (30 minutes)