Customer Success Manager

At Billogram we like to be the good guys of billing, making money when clients are happy and pay on time rather than from missed payments. We believe it always pays off to treat people well. That’s why our platform for invoices and payments is built to remove pain and instead be of gain to both our clients and their customers – improving their relations.

To ensure continuous growth and become a leader in the European consumer billing market we are looking for a Customer Success Manager to join our team.

About the role:

As Customer Success Manager, your primary responsibility is to act as a trusted strategic advisor to our clients. You'll drive profitability and customer retention by ensuring clients achieve their desired outcomes with our product. You will serve as the main point of contact for a number of large and mid-sized clients, allowing you to gain a deep understanding of their needs, business goals, and challenges.

Primary responsibilities:

• Maximise Client Lifetime Value: Develop clear strategies to achieve your targets, driving both contract renewal and increased ARR/gross profit through upsell and other value-driving activities.
• Build Strategic Account Plans: Take ownership for developing and driving the client agenda. This includes creating account plans with specific goals, breaking them down into specific activities and initiatives.
• Drive Agendas: Act as the central trusted advisor and project leader. You manage the strategy execution both with the customer (including C-level negotiation) and internally, driving required product development
  
• Analyzing Client Data: Leverage different types of data to identify deviations and business opportunities and act on those.
• Proactively Drive Value & Risk Mitigation: Utilize a proactive, data-driven approach, including an Annual Business Review cycle, to identify improvement potential and mitigate risks before contract renewal.
• Drive Process Improvement: Take the lead on developing and implementing own initiatives to improve and streamline processes and ways of working within the Customer Success team.
• Influence Product Development: Provide crucial market input to the product team and facilitate client communication regarding technical integration and desired outcomes.

What we are looking for:

You excel at building meaningful and trusted relationships and engaging with diverse stakeholders. With a natural curiosity and eagerness to learn, you embrace new challenges with enthusiasm. Your solution-oriented mindset enables you to quickly find answers, and you utilize sharp analytical skills and business understanding to measure and prove the value Billogram creates. You are able to take full responsibility for your work and Billogram's delivery ability and for the customers' success with us.

What will help you succeed:

• Proven experience in a similar role managing a client portfolio by developing and driving formal account plans and regular review cycles (QBRs/ABRs).
• Experience in initiating and leading complex contract negotiations and renegotiations, ideally at C-level.
• Solid skills in acting as a cross-functional project leader, coordinating complex client journeys and outcomes by leveraging internal teams (e.g., sales, product, tech).
• Experience from working in a start-up/scale-up environment within SaaS is beneficial.
• Industry experience from the payment landscape or our focus verticals (Telecom, Utilities, Insurance) is a plus.
• Bachelor's degree in business administration or equivalent is a requirement.
• Fluent in Swedish and English, both written and spoken is a requirement.

What we offer:

At Billogram we promise you an exciting journey as we break into new markets and grow at a rapid pace. That aside you will get lots of freedom and opportunity to develop together with great colleagues at our office, right in the center of Stockholm. We also offer flexible working hours, exciting challenges and a whole lot of laughs.

We're committed to your long-term development, offering clear career progression paths. You'll also enjoy a fantastic benefits package, including 30 (+2) days of holiday, an occupational pension, a flexible wellness allowance, sick leave top-up, and parental leave compensation. At Billogram, our inclusive and diverse culture ensures that everyone can enjoy a fulfilling career and a great work-life balance.

At Billogram, we provide equal opportunities and strive for an inclusive and diverse environment. All applicants will be considered for employment without attention to gender, transgender identity or expression, ethnicity, religion or other beliefs, disability, sexual orientation, or age.

Welcome to the world of Billogram!