The Customer Success Manager will drive customer adoption, retention, and expansion for B2B SaaS clients, leveraging data and AI insights to build long-term relationships and ensure customer success.
We’re hiring a go-getter Customer Success Manager for our global SMB market who truly embodies Customer First. You care deeply about outcomes, go above and beyond for customers, and take ownership of retention while creating CSM-qualified expansion leads.
This is a full time remote position based on the East Coast. In cahoots with our overseas hubs, we help over 36,000 workplaces around the world simplify and streamline their workplace sign in, checking in thousands of employees and visitors every day.
About Us
Sign In Solutions is the workplace enablement partner helping organisations simplify safety, compliance, and people management. Our product suite includes Sign In Solutions, Sign In App, SwipedOn, Scheduling, Central Record, Compliance, and Meetings. Together, we provide a comprehensive platform for managing visitors, employees, contractors, and operations across global workplaces.
Culture:
Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:
- Customer First
- Respect & Dignity
- Be Accountable
- Honesty & Positivity
- We’re Here To Win
- Do Good & Give Back
Skills:
- 3+ years in Customer Success, Account Management, or similar client-facing role in B2B SaaS.
- Fluent in Danish and English (written and verbal).
- Proficient in Salesforce and CSP tools, with strong data discipline.
- Proven track record in retention and expansion across global SMB clients.
- Skilled at guiding customers through maturity journeys, aligning outcomes with strategic value.
- Strong analytical mindset, comfortable leveraging data and AI to shape decisions and outcomes.
- Quick learner who can master new solutions and clearly position the value of a broad SaaS suite.
- Customer-first, proactive, and willing to go above and beyond to ensure success.
- Thrives in a high-growth, fast-changing environment.
What You Will Be Doing:
- Customer Adoption and Maturity
- Lead customers through their maturity journey, from early adoption to advanced, multi-solution use.
- Tailor best practices by region and industry across the EU, UK, North America, and APAC.
- Help customers realise the full value of our suite (Sign In Solutions, Sign In App, SwipedOn, Scheduling, Central Record, Compliance, Meetings) and position how they can scale as their needs evolve.
- Showcase how our platform leverages AI-driven features to improve security, compliance, and workplace experience.
- Retention and Growth
- Own retention for your portfolio, ensuring high renewal rates and reducing churn risk.
- Build long-term, outcome-driven relationships that deliver measurable business value.
- Proactively identify upsell and cross-sell opportunities, creating CSM-qualified expansion leads for the Account Management team.
- Anticipate risks, create action plans, and champion customer success.
- Operational Excellence
- Maintain accurate and detailed records in Salesforce and CSP tools.
- Utilise data and insights to drive proactive customer engagement, strategy, and decision-making.
- Embrace AI tools to enhance your own productivity and bring innovation to how we serve customers.
- Track health scores, adoption trends, and GRR/NRR performance, turning insights into action.
- Share customer feedback with Product, Support, and Marketing to ensure our solutions and processes continuously evolve.
Why Join Us
- Directly impact retention and expansion across a diverse global SMB portfolio.
- Join a culture that empowers people, rewards initiative, and puts customers first.
- Be part of a company embracing AI innovation both internally and in the solutions we deliver to customers.
- Collaborate with global colleagues across the EU, UK, North America, and APAC.
This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.
Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:
Phone Interview with our HR team
Meet with the hiring manager and other members of the team
Demo presentation with some team members
Culture meeting with other members of the team
We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Top Skills
AI
Csp Tools
SaaS
Salesforce
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