Telness Tech is a rapidly emerging player in the teltech space and the software company behind Europe’s highest-rated mobile virtual network operator (4.9/5 rating on Trustpilot). Since our launch in 2021, our SaaS service has provided the infrastructure, experience, and expertise that telecom companies need to revolutionize the consumer experience. Our cutting-edge technology removes the complexity and expense from the equation, leaving our customers free to make a difference.

As we enter a phase of fast international growth, with customers across the Nordics, USA, and the rest of Europe, we are looking for a Customer Success Manager to ensure we deliver on our promise and establish ourselves as global leaders in #teltech!

About the role

As a Customer Success Manager at Telness Tech, you will be responsible for managing and nurturing relationships with our international B2B clients, guiding them throughout the entire customer journey, and playing a key role in their success. Your primary focus will be to ensure that our clients achieve their desired outcomes through the effective use of our solutions. This role is essential to both the long-term success of our customers and the future growth of our business. As a CSM, you will be one of the main points of contact for our portfolio of clients, taking ownership of their satisfaction, retention, and growth.

In this role, you will be responsible for guiding customers through the entire post-sales lifecycle, from onboarding to renewal and beyond. You will work closely with customers to understand their business objectives, align our product capabilities with their needs, and ensure they drive maximum value from our solution. As a trusted advisor, you would be expected to provide strategic guidance, proactive support, and continuous education on our product, helping customers achieve their goals.

We are a customer-driven organization, and as such, we expect to anticipate our customers’ needs, identify opportunities for product expansion, and mitigate potential risks. You will work cross-functionally with our Sales, Delivery, Product, Marketing, and Support teams to advocate for your customers and ensure their feedback is incorporated into our product development. Our solution is an indispensable part of our client’s operations, so we are passionate about helping our customers grow and thrive.

This Is a highly visible opportunity for very talented individuals to work in a fast-paced environment contributing to the growth of one of the most successful Swedish scale-ups.

What You Will Do

• Lead and support new customers through the onboarding process, ensuring a smooth transition from sales to active users. Provide training and resources to help customers get the most out of our product.
• Develop and maintain strong, long-lasting relationships with key stakeholders in our customers. Regularly engage to understand their needs, challenges, and goals.
• Develop a deep understanding of our ADT BSS/OSS solution and its application to the customer’s business. Always be the go-to expert for customers on product features, updates, and best practices.
• Collaborate with customers to develop success plans that outline their goals, metrics for success, and strategies to achieve them.
• Identify potential issues and proactively address them before they become problems. Provide regular health checks and reviews.
• Always analyze customer data to identify at-risk accounts and develop strategies to mitigate churn.
• Work closely with the sales and support teams to ensure customer satisfaction is always at high rates.
• Act as the internal voice of the customer, advocating for customer needs and providing continuous feedback to product, marketing, and sales teams.
• Identify opportunities for customers to expand their use of our product, including upselling additional features or solutions.
• Report and keep meticulous track of customer success metrics, including customer satisfaction scores, revenues, costs, usage, etc.

What We Look For

• At least 3+ years of experience in customer success, account management, or related roles in B2B SaaS, ideally in Telecoms environments
• Experience in BSS/OSS for Telecoms space or an understanding of how these solutions work and are operated
• You have a track record of implementing Customer Success processes, playbooks, and customer experiences and can organize and align resources efficiently to support customer
• You have proven experience in managing multiple accounts and projects simultaneously
• You have an extraordinary ability to build and maintain relationships with C-level executives and other key stakeholders
• You strive to be an excellent communicator and can communicate complex concepts and ideas in simple ways
• You have excellent problem-solving skills and the ability to think strategically about customer needs
• You can extract and analyze data to interpret customer metrics and needs
• You have a strong sense of initiative and the ability to work independently
• You learn fast and can adapt to fast-changing and challenging scenarios
• You have experience operating with CRMs and different BSS software (e.g. Salesforce, Zendesk, etc)

What we offer

• Opportunity to transform a global industry
• An active role in developing one of the most innovative B2B SaaS telecom companies in the market.
• A great team. Honestly - our main USP. We care deeply about each other as well as
• our customers!
• A Proven product & business model ready to be refined and brought to the world.
• A workplace where we dare to challenge each other and push the boundaries
• A startup journey with strong funding and international expansion
• Great development potential, and opportunity to help form the organization and company as we grow
• Hybrid remote setup with an office in central Stockholm

Sound like you? Apply today!

At this stage, we are not able to provide visa sponsorship.