Responsibilities include but are not limited to
- Holding regular 1:1s, core competency reviews, and semi-annual performance reviews, to ensure your team members have adequate support with problem solving and career development
- Shadowing your team's client calls and meetings; providing feedback and coaching.
- Overseeing new employee onboarding and providing career development planning and opportunities
- Short- and long-range forecasting and work on risk mitigation and growth strategies with the Account Management team
- Plan staffing levels against attrition and any expected net logo growth
- Work with your manager and the HR team to recruit, interview, select and employ any necessary new hires
- Act as a point of escalation for CSM-level client issues (supported by your manager
- Account assignments from new business for your teams
- Acting as internal sponsor on named accounts, supporting on calls, meetings, proposals, pitches and messaging (as needed)
- Escalating and collaborating with your manager on any and every HR-related issue
- Collating product feedback and fostering a healthy relationship with the product team in order that that can be used to steer product development
- Help assess and co-ordinate learning and development needs within the team
Job requirements
- 3+ years managing Enterprise SaaS accounts, with a track record of high performance in retention and growth.
- Ideally, proven experience as a team leader, supervisor or manager
- A sound, working knowledge of customer success best practices and process
- Results-driven with a sound, working knowledge knowledge of SaaS performance metrics
- Excellent communication, coaching and leadership skills
- Organisational and time-management skills
- Change management and decision-making skills
Benefits we offer
- Full-time remote job. Though you're always welcome to spend time with us in our office in Helsinki
- Paid Vacation and Sick leaves. Take the time you need to stay motivated, charged, and balanced. By prior agreement, you can have days off for special occasions
- Generous social benefits package including health insurance, home office moderation bonus, and many more
- Stock options bonus according to the employee stock ownership plan
- Paid Corporate Meet-ups. We get together with the whole company twice a year at various locations to work and spend time together offline. Also, we have offline team meetings at least twice a year. We bear all the travel costs for your accommodation, flights, lodging, and other business travel expenses
- We are also passionate about professional development and always invest in education for our team members
- You'll have executive-level visibility into how the company is run and performing. We are always ready to provide dedicated support and fast-track your onboarding, including giving you the tools you need to be successful.