Customer Success Manager

Customer Success Manager (German-speaking) — Copenhagen PreferredLocation: Copenhagen (Hybrid) | Languages Required: Fluent German & EnglishWe’re looking for a strategic, relationship-driven Customer Success Manager to support and grow our enterprise customer base through high-touch engagement, proactive account management, and a deep understanding of each client’s business goals. If you're passionate about delivering measurable value to large organizations, enjoy building strong stakeholder relationships, leading tailored onboarding and training sessions, and collaborating cross-functionally to influence product and customer experience—this role is for you.

The RoleAs a Customer Success Manager, you'll join an established Customer Success team and work closely with our global enterprise customers—with a particular focus on the growing customer base in the DACH region. Your mission is to drive customer satisfaction, platform adoption, and long-term retention through strategic and personalized engagement. You’ll be a trusted advisor, helping our customers translate their goals into outcomes using Mouseflow. Customer Success Managers partner closely with our Technical Support team: Support owns enablement (“How do I?”), while Customer Success owns strategy (“Why should I?”). Together, we deliver a comprehensive customer experience.

You’ll fully own a portfolio of enterprise accounts and be responsible for Net Revenue Retention (NRR)—focusing on Retention, Expansion, and Advocacy. This is a full-time position reporting to the Director of Customer Success & Support. While we’re open to remote applicants within the EU time zone, Copenhagen-based candidates are preferred. Key ResponsibilitiesCustomer Onboarding: Lead onboarding and training for new enterprise customers with tailored implementation plans that align to their goals. Customer Engagement: Serve as the primary point of contact, from kick-off through renewal. Build meaningful, value-driven touchpoints with each account—no check-ins without purpose. Adoption & Strategy:

Understand customer objectives and map product capabilities to business outcomes. Provide strategic guidance to drive meaningful platform adoption. Retention Management: Proactively monitor account health using our CRM and customer health scores. Identify risks early, re-engage at-risk accounts, and implement retention strategies. Growth & Expansion: Identify upsell opportunities, facilitate renewals and expansions, and help customers discover new use cases for Mouseflow. Customer Advocacy: Work with Enterprise customers to become Mouseflow advocates – via speaking slots at customer events, case studies and webinars. Voice of the customer: Be the internal voice of your enterprise customers.

Partner with Product to advocate for customer needs and help prioritize feedback-driven improvements. Customer Journey: Master the Mouseflow customer journey and continuously seek ways to improve it. Product Knowledge: Develop a strong technical understanding of Mouseflow’s platform and how it brings value to different user roles. What We're Looking ForLanguage: Fluency in German and English (spoken and written) is requiredExperience: 3+ years in Customer Success or Account Management, ideally within B2B SaaSCommercial mindset:

The ability to understand and advise customers on commercial pain points as well as the ability to position customer relationships for cross- and up-sales that make sense for the goals they are trying to achieve. Bonus: Experience in behavioural analytics, martech, or web optimization toolsTechnical Comfort: Familiarity with HTML, CSS, JavaScript, and tag managers like GTM. You don’t need to code, but you should be confident navigating technical conversations with customers. CRM Familiarity: Experience with HubSpot or a similar CRMStrategic Communicator:

You can communicate complex concepts clearly and effectively across different audiences, from users to executivesRelationship Builder with a twist: You thrive in enterprise environments, are not afraid to challenge customers constructively, and ensure conversations always align with their strategic goalsCustomer-First Mindset: You’re passionate about helping customers succeed and continuously look for ways to improve their experienceTeam Player: You’re collaborative, humble, and always willing to support your teammatesCurious & Driven: You bring curiosity about your customers’ businesses, pain points, and ways of working—and use that insight to drive valueAccountable:

You take full ownership of your customer portfolio, empowered to make the decisions needed to exceed NRR goalsFor more information about the job, please feel free to contact our HR & Talent acquisition Partner Marlene de Voss at mv@mouseflow. comApplyPlease send your resume/CV via Linkedin. As we interview candidates continuously, we kindly ask you to send your application as soon as possible. About MouseflowMouseflow is one of the most successful software companies in web analytics, developing innovative software since 2009. In 2018, Offspring Capital acquired Mouseflow with the clear strategy of taking Mouseflow to the next level.

Mouseflow is growing fast and gaining broad recognition in the market. It was recently recognized in the G2 list of Top 100 Software Products, across all industries. And it has received the coveted Børsen Gazelle award 6 times in a row, recognizing its place among the fastest growing companies in Denmark. Our team is distributed between our offices in Copenhagen, Denmark and Austin, Texas. We serve more than 210,000 customers in 100+ countries. Our customers consist of the world’s biggest brands and our users range from entry-level associates to Directors in Marketing, Product, Analytics, UX, and CRO teams.