Senior Customer Success Manager, Kaisa
1-2 days a week in office
Customer experience software
Job no longer available
Customer experience software
21-100 employees
Job no longer available
1-2 days a week in office
21-100 employees
Company mission
To personalise the buying experience.
Role
Who you are
- 7+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management
- Proven track record of commercial ownership and very experienced in working strategically to achieve customer retention and revenue growth over time
- Very experienced working with large businesses and brands with complex organisations
- Strong emotional intelligence and is able to use the information available to influence decision makers
- Very experienced in a multi-tasking environment and can adjust priorities on-the-fly
- Very strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)
- Very strong written and verbal communication skills and in person and virtual presentation skills. C-level experience essential
- Willing team player and demonstrates team leadership skills
- Experience delivering product training and/or product demonstrations essential
- Very strong time management and project management skills
- Evidence of an understanding of API integrations, front end web technologies (Javascript/CSS) and customer ecosystems highly valued
- Evidence of understanding of Customer Experience (CX) technologies highly valued
- Fluent English is essential and other language skills are highly valued
- Understanding of the marketplace/classifieds industry not essential but highly valued
- Understanding of the Automotive and/or Real Estate industry not essential but highly valued
What the job involves
- Reports to: The Senior Customer Success Manager will report to the Customer Success Director
- The Senior Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of strategic Kaisa customers by increasing the adoption of the Kaisa product suite via the delivery of the Customer Success Programme
- Net Revenue Retention (NRR) for a portfolio of existing strategic Kaisa customers
- Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite
- Maximising the value and business impact of Kaisa by establishing customer goals, pain points and KPI’s and working with them to continuously optimise these
- Building and developing strong customer relationships, educating stakeholders on the Kaisa value proposition across multiple business units and markets
- Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross-sell opportunities
- Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn
- Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders
- Proactive ownership of internal CS processes to help maximise the effectiveness and efficiency of the customer success programme across the team
- Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision
- You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support, Sales and Marketing teams
Application process
- Contact - Freddie Franklin, Customer Success Director, Commercial
Our take
In the past, customer messaging channels were complex and insufficient, making it difficult for companies to offer effective customer service and thereby boost revenue and customer retention.
Enter Kaisa (formerly Freespee), a cloud communication platform that confronts this issue head-on. It enhances lead management and conversion tools, filling potential revenue gaps across the sales funnel, from lead inception to final outcome. Moreover, Kaisa equips companies reliant on online-to-offline interactions with vital data insights.
Following a 2018 investment, the company embarked on a path of growth. Subsequent investments facilitated advancements in R&D, AI, product development, and an expansion of the engineering team, solidifying Freespee's commitment to innovation and customer solutions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2018
$11.2m
LATE VC
Nov 2016
$11m
SERIES B
Total funding: $28.3m
Company benefits
- Work-life balance: Achieve the perfect balance between your professional and personal life. Our flexible work arrangements empower you to manage your time effectively, ensuring a harmonious blend of career and personal pursuits
- Holistic well-being: Your well-being is our priority. Enjoy access to comprehensive physical and mental healthcare resources, promoting a healthy and balanced lifestyle. We invest in your wellness so you can thrive both at work and beyond
- Retirement contributions: Secure your future with our robust retirement contribution plans. We partner with you to build a financial foundation, ensuring peace of mind as you plan for the next chapter of your life
- Vibrant community and events: Achieve the perfect balance between your professional and personal life. Our flexible work arrangements empower you to manage your time effectively, ensuring a harmonious blend of career and personal pursuits
- Continuous learning and development: We believe in the power of knowledge. Access our learning and development initiatives, designed to fuel your professional growth
- Time off for social impact: Be a force for good! Enjoy dedicated time off to contribute to sustainability initiatives and community service. As part of Kaisa you have the opportunity to make a positive impact on society
Company HQ
Kungsängen, Uppsala, Uppsala County
Leadership
Daniel Petrell
(CEO)Daniel joined Kaisa in 2010 as a VP of Sales, since then they have held a number of roles and became CEO in 2023. Previously spent over 3 years at IP-Only Telecommunications in various Directorial roles.
Niklas joined Kaisa in 2016 as a VP of Engineering and became CTO in 2018. Previously spent over 5 years at Klarna, joining as a Developer before holding various Lead/Manager roles.
Jennie Crafoord
(CFO)Jennie joined Kaisa in 2015 as a Financial Controller, they then became the Head of Finance in 2023 and CFO in 2025.
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