Customer Success Manager, Kaisa
Customer experience software
Be an early applicant
Customer experience software
21-100 employees
Be an early applicant
21-100 employees
Company mission
To personalise the buying experience.
Role
Who you are
- 3+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management
- Commercially savvy and experienced in working strategically to achieve customer retention and revenue growth over time
- Experience working with large businesses and brands with complex organisations
- Demonstrates emotional intelligence and is able to use the information available to influence decision makers
- Experienced in a multi-tasking environment and can adjust priorities on-the-fly
- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)
- Strong written and verbal communication skills and in person and virtual presentation skills. C-level experience highly valued
- Fluent English is essential and other language skills are highly valued
- Willing team player
- Experience delivering product training and/or product demonstrations
Desirable
- Good time management and project management skills
- Experience in the Customer Experience (CX) SaaS platform space
- Evidence of an understanding of API integrations and customer ecosystems
- Understanding of the Automotive and/or Real Estate industry
- Understanding of the marketplace/classifieds industry
What the job involves
- The Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of Kaisa customers by increasing adoption of the Kaisa product suite via the delivery of the Customer Success Programme
- Revenue retention and growth for a portfolio of existing 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 and KPI’s and working with them to continuously optimise these
- Building and developing strong customer relationships and growing the understanding of 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
- 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 Senior Customer Success Managers, Business Operations, Pre Sales Consultants, Support and Marketing teams
Salary benchmarks
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
$10.8m
LATE VC
Nov 2016
$10.5m
SERIES B
Total funding: $27.2m
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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