Customer Success Manager

We’re growing our team and looking for an exceptional Customer Success Manager (CSM) to join Funnel.

Responsibilities

• Be a Product Expert in Funnel.
• Ability to train the Funnel product, troubleshoot and advice on best practices in Funnel.
• Build a deep understanding of each customer's business goals and present performance insights, demonstrate ROI, and reinforce Funnel’s value as a strategic partner.
• Lead renewal discussions, mitigate churn risks, and pursue upsell and cross-sell opportunities to grow revenue and strengthen customer relationships.
• Handle contract negotiations, pricing discussions, and multi-year agreements to achieve mutually beneficial outcomes.
• Build strong relationships with decision-makers, budget owners, and champions through structured stakeholder mapping.
• Maintain accurate HubSpot records, track all renewals and deals, document key interactions, and follow established sales processes.
• Prioritize customer calls for quick resolution, maintain a fast email response rate and proactively introduce new features and products.
• Keep forecasts for churn, contraction, and growth accurate and timely to inform business decisions.
• Work with Product, Marketing, Solutions, Partner and Sales teams to represent customer needs and contribute to shared success.
• Share insights, participate in peer learning, and continuously develop your Funnel technical expertise and sales skills.
• Utilize existing and emerging AI technologies to enhance operational efficiency and deliver greater customer value.

Requirements

• You manage your time effectively, balancing customer needs with internal priorities.

Preferred

• Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing customers.
• Experience working within the Martech ecosystem is considered an advantage.
• Fluency in English is required; proficiency in another major European language is considered an advantage.

The Role

As a Customer Success Manager (CSM) at Funnel, you will be the primary point of contact for our customers, combining a strategic, customer-centric approach with strong commercial ownership. Your mission is to drive customer retention and long-term revenue sustainability by ensuring customers realize measurable value from Funnel, proactively managing risks, and building lasting partnerships. You will own the customer relationship throughout the customer lifecycle - from onboarding and adoption to Business Reviews and renewals - with Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) as your key success metrics.

What You’ll Do Own Customer Success

Guide customers through onboarding, drive adoption, and expand use cases by aligning Funnel’s solutions - Funnel Data Hub and Funnel Measurement - with their marketing and business goals.

Who You Are Customer-Centric

You deeply understand customers’ marketing stacks and business objectives, ensuring they see measurable value from Funnel.

Revenue-Minded

You take initiative to identify and close upsell and cross-sell opportunities while building strong, long-term partnerships.

Proactive & Analytical

You use data and insights to guide decisions, identify risks and opportunities, and deliver actionable recommendations.

Resilient and Driven

You thrive in a dynamic environment, overcoming challenges with persistence and positivity.

Strong Communicator and Negotiator

You present persuasively, build trust, and handle negotiations with confidence and empathy.

Collaborative

You work cross-functionally, share knowledge generously, and prioritize the team’s success.

Curious Learner

You stay ahead of martech trends, product updates, and data innovation to continuously bring value to customers. Experience and Skills 3–5+ years of experience in a client-facing role (Customer Success, Account Management, or similar.) Proven track record of managing customer relationships, driving renewals, and improving customer retention. Strong analytical skills and technical aptitude with data-driven products. Excellent written and verbal communication skills.

What We Offer

Read more about our Stockholm office and benefits [ here ]. We are an office-first company, with the flexibility to work from home 1 day per week.