We are a fast-growing SaaS company revolutionizing the website behaviour industry with cutting-edge solutions that empower businesses to increase online conversions by detecting website bugs, user frustrations and improving overall website user behavior. Mouseflow is trusted by organizations worldwide, and we are expanding our team to meet growing demand.
We’re looking for a dynamic Digital Customer Success Manager, to support and grow our customer base through many touchpoints, automation and data-driven engagement strategies. If you are passionate about Customer Success at scale and want to spend your time building communication automation, analyzing behavior, running customer training webinars and working with product teams to improve the overall experience for all our customers – then this role is for you!
The Job
You will be joining an established Customer Success team as our first Digital Customer Success Manager.
The Mouseflow Customer Success team already provides world-class service to our enterprise customers – conducting customized onboarding, understanding their goals and helping them find “their´” value in the Mouseflow platform. With the addition of a Digital Customer Success Manager, we now want to take this experience and provide value-driven interactions for all our customers …at scale.
Customer Success Managers are considered trusted advisors to our customers and product experts in Mouseflow’s technology. They understand the customers’ needs and seek to develop positive customer experiences. Working alongside the other customer-facing teams, the Digital Customer Success Manager at Mouseflow will focus on the main pillars of Retention and Expansion across a broad customer portfolio.
We take pride in how we approach Customer Success here at Mouseflow, and we are looking for smart people who can help us continue to innovate our approach.
Responsibilities
Customer Onboarding: Build on the established digital onboarding flow, and design scalable programs for customer understanding and adoption; create automations, webinars, and contribute to our self-service resources.
Customer Adoption: Monitor usage trends, address adoption gaps, and deliver automated touchpoints (emails, notifications, videos) and in-person touchpoints (webinars, training sessions and workshops).
Customer Retention: Identify churn risks, re-engage at-risk customers, gather data to constantly learn and improve, and feed this information back into the Mouseflow organisation.
Customer Growth: Spot upsell opportunities, facilitate customer renewals and upgrades and provide recommendations for maximizing product value.
Customer Journey: Learn to live the Mouseflow customer journey – understand the customer experience and how we can put customers’ needs first.
Mouseflow Product: Develop a good understanding of Mouseflow’s technology and how our product can bring value to different user types.
Voice for our standard plan customers internally; drive customer advocacy by engaging through surveys, and feedback loops.
What we are looking for
- 2+ years of experience in customer success, digital engagement, or a related role.
- 1:many mindset. 1:1 interactions will be part of the role – but the focus is on 1:many touchpoints.
- Experience working in B2B SaaS (bonus points for experience with analytics or marketing technology).
- Familiarity with Customer engagement platforms (e.g., Intercom, Pendo, Hubspot or similar).
- Strong analytical skills—you know how to interpret data and use insights to improve engagement.
- Excellent communication skills with the ability to craft compelling messaging at scale and interact with customers in a way that is approachable and understandable.
- A love of presenting – presentation skills are a must, including creating video tutorials and hosting digital workshops/webinars.
- Fluent in written and spoken English. Additional languages are a plus.
- Passion for technology and a customer-first mindset.
- Familiarity with HTML, CSS, Javascript, and tag-management software (like GTM). You don’t need to be a developer, but we are looking for someone who is able to navigate within this environment together with our customers.
This position is full-time, and you will report to the Director of Customer Success & Support who is located in the head office in Copenhagen, Denmark. For more information about the job, please feel free to contact our HR & Talent acquisition Partner Marlene de Voss at mv@mouseflow.com
About Mouseflow
Mouseflow 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.
