Volumental is the footwear industry's leading FitTech™ company, using 3D scans and a one-of-a-kind, AI-powered recommendations engine (with 50 million individual foot scans... and counting) to match everyone with the footwear styles and sizes that fit them best whether you are shopping in-store or online.

Our vision is “a world without sizes, where every body fits”. With top brand and retail partners worldwide, including New Balance, Red Wing Shoes, The Athlete's Foot, Ecco, Fleet Feet, Intersport, Sun & Sand Sports, and XXL, our footprint spans 3000+ stores across 53 countries, and growing!

About the role

As a Customer Success Manager, you will interact with people across the footwear industry in a B2B environment - from HQ leaders to in-store sales associates and managers.

CSMs ensure that both internal and external stakeholders have the insights, resources, and guidance needed to ensure optimal usage and value of our products. We are a scale-up, so you will have many opportunities to step up, lead and make your mark in the CS team and beyond. The selected candidate will be expected to share their Customer Success expertise with the team and contribute significantly to evolving our Customer Success practices to align with market standards. This is a dynamic role in which you will wear many hats, and we are looking for you - a passionate, hardworking, people person.

What will you do?

• Onboard customers. Equip them with the insights, training, and resources needed for a successful roll-out.
• Training. Share knowledge with and provide continuous training for customers based on their specific needs and goals.
• Strategy development. Identify key success metrics, determine customer needs and pain points, and create a plan for how to best support and retain customers.
• Monitor and drive customer health and performance metrics. Provide insights, tips, and best practices to customers to ensure that they get the most out of our products.
• Voice of the customer. Represent the needs of customers internally and provide insights to teams such as product, marketing, and sales to execute initiatives and projects.
• Reporting and system configuration. Support customers by ensuring that our internal systems are set up to enable their success and provide insightful and actionable reporting on their use of our products.
• Supporting the Head of CX in building out processes and structures for the customer success function
  

Qualifications and experience

• 2 + years of previous experience as a Customer Success Manager.
• Strong knowledge of and has successfully applied the Customer Success toolkit, including playbooks, success plans, and QBRs.
• Bachelor's degree in for example business, data science, or customer relationship management.

We’re excited about you because…

• You’re patient and empathetic and always have people’s best interests at heart.
• You’re a natural communicator who actively listens and is able to clearly communicate complex concepts in a simple way.
• You thrive in a scale-up environment and want to take ownership of your personal growth.
• You are proactive and excited about being part of a growing organization where your contribution is crucial to the entire team’s success.
• You’re a positive team player with low prestige, always willing to jump in and help.
• You’re professional and personable and can easily balance the tango between the two.
• You’re adaptable and open-minded, seeing obstacles as opportunities to learn and grow.
• You’re honest, accountable, and dependable, not afraid to own up to mistakes and learn from them.
• You are fluent in English - other languages are a plus
  

Bonus!

These are not must haves, but nice to haves, so please let us know if they fit you:

• Analytical and data-driven - you can tell stories with data.
• Previous experience from a start-up or scale-up environment.
• Interest and/or experience in sports.
• Experience with retail.
• Other languages - we’re a Swedish company with a global reach!

Please note all applications must be submitted in English and that this is not a remote role. 

By joining Volumental, you'll be an essential part of the greater whole — able to drive initiatives and steer development while at the same time collaborating with other subject matter experts on our team. We encourage a diversity of candidates to apply!