Customer Success Manager

Location: Hamburg, Germany; Oslo, Norway; London, England.
As a Xeneta Customer Success Manager your objective is to manage a portfolio of assigned accounts and drive customer success and revenue in that territory to meet the company’s vision and ambitious global expansion objectives.
The true value of the CSM comes from delivering unforgettable experiences with customers, creating partnerships ultimately, leading to customers for life, i.e., revenue growth.

What you will be doing

• Lead the lifecycle management of assigned accounts and ensure timely renewals.
• Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates.
• Review and report on usage, adoption and customer health metrics.
• Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities.
• Drive retention and growth among our customers by understanding their business needs and helping them succeed.
• Provide ongoing training and best practices to customers.
• Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer.
• Identify and implement customer success projects or programs that interest you.

Your profile and experience

Professional experience and skills:

• Understand the DNA of what makes a customer tick, and the entire lifecycle of the customer from 3+ years of experience working in logistics, supply chain or container shipping (ocean and/or air freight).
• Experience working with B2B SaaS product.
• Excellent English skills, written and oral.
• Good negotiation skills and not afraid to take risks.
• Customer obsessed mind-set and strong appreciation for entire customer journey.
• Ability to connect with other functions in the business, for example marketing, sales, product, etc. to create a seamless end to end customer experience.

Personal qualities:

• Creative and resourceful problem-solving skills.
• Ability to learn and quickly integrate new often technical information.
• Ability to work in a diverse and flexible culture with a global outlook.
• A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude.
• Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity.
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, both customers and strategic partners.
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats.
• Collaboration: the ability to work across a broad range of functions internally and externally to deliver value to our customers.

What we offer

• We will help you grow your career: We help you identify areas of growth for you, whether you want to grow as a specialist in your field or eventually want to go into a leadership/management role.
• We have a transparent and open work environment where everyone is empowered to make an impact and encouraged to voice their ideas.
• Keeping true to our value, “Xeneta is one,” we regularly organize social events, including global company trips, breakfast gatherings, Friday after-work-socials, and weekly quizzes.
• You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year and 20 days PTO.
• We offer dental, vision and medical insurance with 3 tiers based on deductible and premium. There’s an option where Xeneta covers 100% of the plan and two more where you can select the level of deductible/premium.
• You will receive an individual education budget and can educate yourself during work hours: you can spend several hours each month attending courses, reading books or getting involved in communities.
• We value work-life balance and want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.

About Xeneta

At Xeneta, we have been on a mission to transform the ocean and air freight markets since 2012. We are doing this by building a data platform that provides intelligence to the very opaque industry of buying and selling containerized freight. Now, Xeneta is the leading freight rate benchmarking and market analytics platform—creating transparency and empowering our customers to make data-driven decisions.
Our customers include big brands such as Kuehne+Nagel, Coca-Cola Company, Unilever, Pfizer, Flexport, LOreál, Nestlé, and Volvo.
Headquartered in Oslo, with offices in Hamburg and Jersey City and employees from over 60 different countries, we are a truly international company that celebrates diversity. We’re growing at a fast pace, helped in part by our latest investment round where APAX Digital invested $80M, and we are continuously searching for top talent and partners to join us on our mission.

Application Deadline

March 31, 2024

Department

Customer Success

Employment Type

Permanent - Full Time

Location

Oslo (NO), Hamburg (DE), or London (UK).

Workplace type

Hybrid