Customer Success Manager

Role Overview

• Own onboarding for new in-store scanner accounts. Getting stores live, staff trained, and scanning quickly.
• Monitor scanner usage and account health data, identifying underperformance early and intervening before accounts disengage.
• Visit stores in person to deepen relationships, support staff, and gather first-hand intelligence on how the product is being used.
• Collect structured customer feedback and route it to the product team in a format they can act on.
• Track account health and onboarding milestones in HubSpot and share timely updates with the Sales Manager and CCO.
• Collaborate with two CSMs in Stockholm to share playbooks and ensure seamless coverage across time zones.
• Attend key US trade shows including RIA Summit and The Running Event.

Requirements

• Has 2–5 years in a Customer Success, Account Management, or field training role post-sale, customer-facing, B2B.
• Has demonstrated experience managing a high volume of accounts simultaneously and building repeatable systems to do it well.
• Is comfortable working remotely and independently while staying well-connected to a distributed international team.
• Is willing and able to travel regularly to retail stores across their region.
• Must be based and eligible to work in the US.
• Bonus: not required, but nice to have: Experience with physical hardware or technology products in a retail or B2B context.
• Experience collecting and synthesising customer feedback into structured product input.
• Spanish fluency.

Benefits

• Comprehensive health, dental, and vision coverage
• Direct collaboration with the CCO and the North America commercial team
• Regular visits to our Stockholm HQ to connect with product and CS teams
• Genuine ownership of a function, you will shape how CS works in the US market
• A product with strong proof points and a growing enterprise customer base
• An AI-forward team that gives you the tools to work smarter
• Clear growth path as the team and portfolio scale