Customer Success Manager

Mentimeter is an engagement tool with a clear goal in mind. To turn presentations into conversations. Through real-time interactivity and clear visualizations, we get people to participate, engage and become more productive. Transforming all those passive meetings, airless classrooms and drawn out trainings into valuable and memorable moments.

We truly believe that you achieve the best results by doing things together. And that successful leaders need to adopt a curious and collaborative mindset in order to get there. So with you at Mentimeter, you’ll be a big part of the ambition to help over 1 billion people listen, learn and work better together.

As a Customer Success Manager, you will help our customers to make the most of their investment in Mentimeter. You will be doing this by driving customer value, adoption and usage of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.

To be able to deliver an amazing customer experience, you will work closely with all parts of Mentimeter (Product, Marketing and Sales). You will serve as a strategic partner on assigned accounts, to bridge the gap between customer challenges and Mentimeter solutions.

We use the theory of Predictable Revenue and reference Dropbox and Slack when we see the future of Mentimeter. Mentimeter is a service that is loved globally and our growth has been almost 100% organic.

We believe that a brilliant person with the right ambition can really leverage their time at Mentimeter. We are growing fast, and with us, so can you. Most importantly, we are looking for a candidate who is eager to develop Mentimeter to a world-leading position. You will be one of the leading individuals making this happen.

Responsibilities for the role:

• Manage a book of Enterprise customers, both business and higher education, with responsibility for ensuring the customer achieves the desired value of Mentimeter
• Help your Enterprise customers develop successful onboarding, roll-out and training strategies by working closely with C-level stakeholders and key influencers in various departments/teams/regions
• Build relationships with your customers and act as a strategic advisor on how Mentimeter can help them reach their goals
• Drive growth and retention of your customer portfolio together with the Relationship Manager
• Work on the adoption and usage of the purchased licenses to increase the value for the customer
• Create efficient usage and ensure customer engagement by leading webinars, workshops and training sessions
• Utilize Mentimeter, client and other data to derive insights and use these to drive greater client engagement
• Act as a bridge between sales, product and business development to proactively seek improvement of our Enterprise offering and be the voice of your customers
• Monitor customer health proactively and contact clients upon low scores to set a plan to improve their utilization
• Contribute to developing the strategy for best-in-class scalable Customer Success 

Responsibilities not included in the role:

• Closing new contracts (Account Executives do that)
• The commercial responsibility of current customers (Relationship Managers do that)
• Day-to-day support (We have minimal support, and a support specialist is responsible for this)

Resources we have to support you:

• World-class lead generation from the Marketing and Product teams
• Marketing and Sales team to support in analysis and tactics
• Sales Operation function
• Sales Enablement function 
• Professional CRM and data gathering services (PlanHat, SalesLoft, Intercom, Mixpanel, Google Analytics, Salesforce etc.)

Must haves for the role:

• Experience of 1-3 years of leading international projects together with customers (as a consultant or in an internet-based global company)
• Passion for building strong and long-lasting relationships
• Experience from international work
• Ability to drive many tasks and projects at the same time
• Great interpersonal skills
• Interest in data & statistics
• You are required to have professional level English - we sell to 100+ countries today
• Excellent communication skills

Nice to have:

• Additional languages (other than Swedish and English)
• Bachelor or masters degree (field not important)

Not required:

• You don’t have to know Swedish (we are an English-first organization, daily work is carried out in English and the Mentimeter team currently boasts over 20 different nationalities!)

Please note that this position is located onsite at our office in Stockholm and would require you to be in office 3 days a week, with the starting date being flexible yet ideally as soon as possible.

The recruitment process consists of:

• Personality test and logical ability test
• Introduction Interview
• Business Case
• Competence Interview
• Culture Interview
• Reference calls 

What Mentimeter can offer
At Mentimeter we can offer a diverse and inclusive work environment supported by smart and driven colleagues. We believe in continuous professional development for all of our colleagues and therefore offer access to a leadership program (including external personal coach) and relevant education to ensure that we continue to be state-of-the-art when it comes to innovating and building Mentimeter. Your place will be in a growing company with lots of career opportunities, working on a beloved product used by more than 300 million people. It’s not all about work though, we also offer a very healthy view on work-life balance.

All of this comes attached with a competitive compensation and benefits package, including pension contributions. Learn more about our benefits by visiting our Benefits & Perks page

Culture at Mentimeter
At Mentimeter we believe in giving everyone a voice - regardless of who you are. So we build a platform that does just that. Our platform is not only our product but also our organization. A platform where people feel safe, where differences are embraced, a place where you can have fun. We strongly encourage applicants who are people of color, LGBTQ+, women, people with disabilities, and/or formerly incarcerated people, and a college degree is not strictly required. In order to give everyone a voice, we need to be as diverse as our users.

Learn more about our culture by visiting our Culture page.
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