At Proposales, we're on a mission to shape the future of business proposals, replacing static documents by defining a new online standard fully powered by web technology (literally, a piece of internet infrastructure).

We’re on an ambitious journey disrupting the status-quo with a product that fundamentally changes the daily workflow for our customers, and earning their trust is essential for Proposales long-term success.

We're looking for a full-time Customer Success Manager, with a product and operational focus, to join our growing Customer Success team in Stockholm. You’re self-driven and curious about everything that goes into creating a happy customer. You thrive on finding and implementing the smartest solutions for customers and working with a close and cross-functional team. Working closely with our Head of Customer Success, Head of Sales and Growth Manager, Customer Journey, you'll be their trusted partner in supporting our customers day-day challenges, as well as presenting the true value of Proposales to both our current and future customers. As this role touches on so many different functions, you will get a view of the varying roles involved in building Proposales and an invaluable opportunity to learn and grow.

Joining a company early is exciting, not only will you be part of defining the strategy, as one of our first employees, you will also receive a competitive package, including salary, stock option program, personal development budget, and much more.

Your mission:

• Drive the effectiveness and efficiency of our help centre and ensure customers get help quickly
• Ensure our customers and Customer Success team never miss a beat on the latest features and possibilities within Proposales
• Help build and execute a digital-led customer solutions strategy based on high-quality relationships, efficiency, data-driven discussions and innovation.

A bit about the role:

• Support our product-led strategy by ensuring a healthy customer support process built around our customer’s needs
• Work cross-functionally to deliver an optimal customer journey from activation, adoption, and continual growth
• Help create best practices and methodologies for automated successful touchpoints throughout the customer lifecycle
• Dive into customer usage trends and analyse customer data for success opportunities or product changes
• Gather and analyse customer feedback to bring forward new product feature ideas to improve customer experience and enable the wider Customer Success team to make our customers even happier and more successful
• Manage customer support, responding to customer queries regarding functional and technical issues in a timely manner.

About you:

• You've been an early hire at a fast-growing SaaS start-up before, preferably in Support, Customer Success or Operations function
• You are an enthusiastic teammate that loves working with different types of people in cross-functional teams and who is willing to help people around you to become even better
• Sense of ownership and pride in your performance and its impact on Proposales’ success
• Ability to flexibly switch between the "big picture", and a "hands-on" approach with close attention to detail
• Ability to drive people without having direct authority over them
• You see customer advocacy as a vital concept of the overall success of the customer experience and have a passion for connecting with customers to help influence process and product
• Excellent written communication skills in both English and Swedish with the ability to explain complex topics in an easily understood, concise way
• Ambition, eagerness to learn and improve, passion for tech and the future of the internet.