Customer Success Manager

About the Position

We’re growing our team and looking for an exceptional Customer Success Manager (CSM) to join Funnel in Stockholm, Sweden.

Responsibilities

• Own Customer Success: Guide customers through onboarding, drive adoption, and expand use cases by aligning Funnel’s solutions with their marketing and business goals.
• Be a Product Expert in Funnel: Ability to train the Funnel product, troubleshoot, and advise on best practices.
• Run Business Reviews: Build a deep understanding of each customer's business goals and present performance insights.
• Drive Renewals and Growth: Lead renewal discussions, mitigate churn risks, and pursue upsell and cross-sell opportunities.
• Negotiate and Close Deals: Handle contract negotiations, pricing discussions, and multi-year agreements.
• Engage Stakeholders: Build strong relationships with decision-makers, budget owners, and champions.
• Ensure CRM Excellence: Maintain accurate HubSpot records and track all renewals and deals.
• Stay Proactive: Prioritize customer calls for quick resolution, maintain a fast email response rate, and introduce new features and products.
• Forecast and Plan: Keep forecasts for churn, contraction, and growth accurate and timely.
• Collaborate and Advocate: Work with Product, Marketing, Solutions, Partner, and Sales teams.
• Contribute to Team Growth: Share insights, participate in peer learning, and develop your Funnel technical expertise and sales skills.
• Leverage AI: Utilize existing and emerging AI technologies to enhance operational efficiency and deliver greater customer value.

Requirements

• Customer-Centric: Deep understanding of customers’ marketing stacks and business objectives.
• Revenue-Minded: Initiative to identify and close upsell and cross-sell opportunities.
• Proactive & Analytical: Use data and insights to guide decisions and deliver actionable recommendations.
• Resilient and Driven: Thrive in a dynamic environment, overcoming challenges with persistence and positivity.
• Organized and Disciplined: Manage your time effectively, balancing customer needs with internal priorities.
• Strong Communicator and Negotiator: Present persuasively, build trust, and handle negotiations with confidence and empathy.
• Collaborative: Work cross-functionally, share knowledge generously, and prioritize the team’s success.
• Curious Learner: Stay ahead of martech trends, product updates, and data innovation.

Skills

• Core Skills:

  • Customer Success
  • CRM
  • HubSpot
  • Data-driven
  • Communication

• Secondary Skills:

  • Martech
  • European language

Experience

• 3–5+ years of experience in a client-facing role (Customer Success, Account Management, or similar.)
• Proven track record of managing customer relationships, driving renewals, and improving customer retention.
• Strong analytical skills and technical aptitude with data-driven products.
• Excellent written and verbal communication skills.
• Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing customers.
• Experience working within the Martech ecosystem is considered an advantage.
• Fluency in English is required; proficiency in another major European language is considered an advantage.

We Offer

• Office-first company with the flexibility to work from home 1 day per week.
• Opportunity to work in a leading marketing intelligence platform trusted by more than 3,000 businesses worldwide.
• Join a global team of over 300 employees with offices in Stockholm, Boston, Hamburg, and Sydney.

About the Company

Funnel is the leading marketing intelligence platform, helping marketing and data teams work better with their data. From reporting to marketing mix modeling (MMM), teams learn what's working and decide where to spend next.

Trusted by more than 3,000 businesses worldwide, including globally recognized brands such as Adidas and Sony, Funnel generated over $70M in ARR in 2025 and continues to feature in the FT 1000 list of Europe’s fastest-growing companies.

Since its founding in 2014, Funnel has grown into a global team of over 300 employees, with offices in Stockholm, Boston, Hamburg, and Sydney.