Senior 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.

Background:

We are looking for a Senior Customer Success Manager who will be responsible to ensure the long-term success of our biggest and most strategic enterprise customers.

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, retention and growth 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.

Mentimeter has grown fast within the larger Enterprise customer segment in the past years. With this growth, we have seen an increasing demand for organizations to roll out Mentimeter on a wider scale. This has led to an internal need of strategically developing partnerships with- and supporting some of our largest Enterprise customers.

What You’ll Do 

• Manage a book of Key Accounts with full responsibility for driving successful adoption & usage, 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 
• Be a Mentimeter expert and act as a strategic advisor towards your customers on how Mentimeter can help them reach their goals 
• Work closely with our Senior Relationship Manager to set and implement strategies for retention and growth by proactively seeking ways to increase and prove the value of Mentimeter 
• 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 
• Utilize Mentimeter, client and other data to derive insights and use these to drive greater client engagement 
• Act as an internal expert through sharing knowledge and learnings with the organization and assist the rest of the sales team in high level discussions with potential customers 
• Be part of developing customer success strategies and best practices 
• Work across the different customer segments in which strategic potential has been identified

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.)

Skills & Requirements

Who You Are 

We believe you have 3-5 years working as a Customer Success Manager in which you have gained the following skills: 

• Communication & Stakeholder Management 
• Proven track record in successfully addressing C-suite executives with a structured and proactive approach to drive continuous dialogues 
• Strong presentation skills
• Strong technical knowledge to independently lead discussions with customers on security-related inquiries and provide appropriate support as needed.
• Proven record of developing and implementing product offerings according to customer needs 
• Ability to structure your work, prioritize tasks and coordinate internal resources 
• Excellent data knowledge and strong data-drivenness 
• Customer and market expertise
  • Build strong knowledge around your customer book and selected companies/industries 
• Deep knowledge of Mentimeter and how it can be used across all parts of an organization
• Proven leadership skills 
• Overall, this role requires a strategic perspective that goes beyond short-term gains, as you will need to juggle many moving parts in order to match both the customers and Mentimeter’s strategy 

Nice to have

• Experience in SaaS
• Additional languages (other than Swedish and English)
• Bachelor or master’s degree in any field

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 50 different nationalities).

Please note that this position is located onsite at our office in Stockholm, with the starting date being flexible yet ideally as soon as possible.

Compensation model:

We strongly believe in the power of togetherness, and we put a lot of effort into collaboration, teamwork and helping each other whenever needed. We believe that every part of Mentimeter, from Sales Development Representatives and Account Executives to Frontend Developers and Marketing Managers contributes equally to our continued success. To foster and emphasize this culture and way of working, we apply a non-commission based salary model in our sales roles, which has proven to be very successful and appreciated across the team. Read more about our benefits & perks here.

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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