Customer Success Manager

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.

• 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.

• Run Business Reviews: 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.

• Drive Renewals and Growth: Lead renewal discussions, mitigate churn risks, and pursue upsell and cross-sell opportunities to

grow revenue and strengthen customer relationships.

• Negotiate and Close Deals: Handle contract negotiations, pricing discussions, and multi-year agreements to achieve mutually

beneficial outcomes.

• Engage Stakeholders: Build strong relationships with decision-makers, budget owners, and champions through structured

stakeholder mapping.

• Ensure CRM Excellence: Maintain accurate HubSpot records, track all renewals and deals, document key interactions, and follow

established sales processes.

• Stay Proactive: Prioritize customer calls for quick resolution, maintain a fast email response rate and proactively introduce

new features and products.

• Collaborate and Advocate: Work with Product, Marketing, Solutions, Partner and Sales teams to represent customer needs and

contribute to shared success.

• Contribute to Team Growth: Share insights, participate in peer learning, and continuously develop your Funnel technical

expertise and sales skills.

• Leverage AI: Utilize existing and emerging AI technologies to enhance operational efficiency and deliver greater customer

value.

• 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.

• Curious Learner: You stay ahead of martech trends, product updates, and data innovation to continuously bring value to

customers.

• Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing

customers.

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.