Airpelago

About the position:

As a Customer Success Manager, your primary task is to guide our users throughout their journey with our proprietary software solution for drone-based powerline inspections, Power. You create value by building and maintaining long-term relationships with customers while identifying new opportunities to improve and develop our offerings.

Your responsibilities include:

• Ensuring customer satisfaction
• Building and strengthening customer relationships
• Providing support and training to our users
• Managing issues efficiently
• Driving continuous improvement initiatives
• Developing and optimizing processes

Examples of tasks:

The role involves ensuring that customers consistently have a positive experience with the system and use it correctly. It includes analyzing user data to gain insights into how the system is used and identifying opportunities for optimization and further development. Another key aspect is evolving the SaaS offering to align with market demands and company needs, while also proposing improvements and new solutions in Power. Additionally, the role entails designing and implementing processes and tools to enhance the SaaS business, as well as developing support systems and resources, such as FAQs and training materials, to assist customers effectively. Responsibilities also include onboarding and training new users and customers in a project-based manner, managing support cases for external customers, and identifying opportunities to drive the sale of additional services.

We are looking for someone who has:

• At least 3 years of education in a technical field
• Experience working with SaaS services
• A minimum of 3 years of experience in customer success or customer support
• The ability to work from Gothenburg
• Fluency in Swedish and English

Meritorious:

• Experience working in smaller companies
• Background in sales
• Proficiency in German

 The position is based in our headquarters in Gothenburg and has Global responsibility.