CSM | Remote USA | Ardoq

Rebecca de Sosa

Bold, Caring, Driven / Who We Are

At Ardoq, we are committed to building a diverse and inclusive workforce, which has helped make Ardoq the Bold, Caring, and Driven company it is today. We pride ourselves on being an equal opportunity employer. 

Ardoq is one of the fastest-growing SaaS companies in the Nordics, with an award-winning product and a reputation for its dedication to enriching company culture. Our innovative, data-driven platform inspires the implementation of change plans in any organization. We help organizations achieve digital transformations. We are headquartered in Oslo with offices in Copenhagen, London, New York, and home offices worldwide. Ardoqians come from over 30 countries, with English as our working language. 

Customer Success Manager

Reports to: Manager of CSMs

As part of our continued investment in our company culture, we're looking for a Customer Success Manager to join our expanding, international and vibrant team.

Your objective will be to understand the customer and measure the customer behaviors to retain them after their initial purchase. Additionally, you will increase usage and adoption of our SaaS product, Ardoq, and provide a high degree of sustained value realization through multiple touchpoints.

On a typical day, you will:

• Lead strategic dialogues with customers through virtual conference meetings, emails, and in-person conversations
• Categorize the customer profile following our segmentation and lead business reviews based on the customer profile
• Understand the customer use case
• Forecast upcoming renewals and upsell opportunities
• Coordinate internal partnership support with management, sales, and solution specialists to support customer issues
• Respond to customers with low usage
• Lead churn prevention measures
• Run upsell sales cycle process
• Lead software demonstrations and learn in ongoing way about Enterprise Architecture
• Follow-up on support ticket escalations 

We imagine you will bring:

• 3+ years of experience as Customer Success Manager overseeing commercials or Account Manager in prior background
• Qualifying and driving an upsell
• Experience using a cloud tool for managing accounts
• Experience being a first-line technical resource for customers
• Experience leading renewal negotiations and demonstrating a sales mindset
• Experience leading strategic conversations with customers, uncovering potential churn, creating a success plan, and completing that plan
• Experience getting customers to open up through good questions
• You will recognize patterns across accounts 

Why Choose Ardoq in the US

• A unique opportunity to build our US team from the ground up and become a part of the tech and startup community in North America supported by forward-thinking leaders
• We are well-funded and looking to grow tenfold in the next few years
• An energizing, social, and dedicated working culture (check us out on Glassdoor!)
• 401(k)
• Comprehensive medical, vision, and dental coverage
• Flexible vacation and PTO policies
• Paid parental leave
• Remote and semi-remote work opportunities
• Co-working office in Manhattan with an in-house barista and snacks

At Ardoq, you will work with bold, caring, and driven people, bridging business and IT. So build the future with us!