Customer Success Manager

This isn't your typical CSM role. You won't be sending check-in emails or chasing NPS scores. You'll be a strategic partner to our customers — embedded in their business, challenging their thinking, and driving real outcomes.
You'll own a portfolio of accounts, be accountable for NRR, and act as the connective tissue between customers and everything Dixa has to offer. You'll build relationships that go deep (users) and wide (directors, VPs), and you'll know how to turn those relationships into growth.
Customer Success at Dixa isn't about keeping customers — it's about transforming them into strategic partners who achieve extraordinary outcomes with our platform and become passionate advocates for our brand.
If you're energised by commercial conversations, love getting into the weeds of a customer's business model, and know how to make software feel essential — this is the role for you.

What You'll Do

• Drive retention and growth
• Own renewals end-to-end — with documented value and zero surprises
• Identify and close expansion opportunities through business outcome analysis, not feature-pushing
• Build business cases that quantify Dixa's impact in your customers' own language — including justifying ARR increases on add-ons
• Lead commercial conversations that connect platform capabilities to measurable results
• Forecast accurately against your NRR targets
  
  

Be a true strategic partner

• Design and execute success plans tied to customer objectives 
• Lead QBRs that actually move the needle: challenge thinking, drive decisions, unlock growth
• Build relationships across the org — from champions to economic buyers
• Re-sell Dixa when champions leave or stakeholders change
• Develop deep industry expertise in CX operations across our ICP verticals
  
  

Orchestrate and collaborate

• Rally internal teams (Sales, SCs, Support, Product) to deliver complex customer outcomes — the "Team Dixa" experience
• Partner with external partners on shared accounts; identify and refer leads reciprocally
• Advocate for customers internally — your feedback shapes our roadmap and fuels Customerlove
  
  

Stay sharp

• Maintain accurate data in Salesforce and Vitally (health scores, pipeline, touchpoints)
• Monitor outcome metrics that matter to customer businesses — not just product usage stats
• Keep pace with Dixa's product, the competitive landscape, and the CX industry
• Use MEDDPICC and Command of Message to run tight, evidence-based commercial processes

A great CSM at Dixa:

• Is the business advisor customers turn to for strategic guidance — not just product support
• Drives measurable outcomes that customers can articulate and quantify internally
• Builds relationships at multiple levels, creating organisational resilience and deep partnership
• Thinks proactively about customer needs, risks, and opportunities months ahead
• Executes systematically — consistent processes, clean data, efficient workflows
• Collaborates generously internally and with partners to deliver the full "Team Dixa" experience
• Demonstrates commercial excellence through strong retention, expansion, and forecasting accuracy
• Represents Dixa values in every customer interaction, building trust and long-term loyalty
• Uses AI to work smarter - surfacing insights faster and spending more time on what matters most for customers
• Gets on the road and visits customers in person to foster meaningful relationships, this role requires approximately 10 travel days per quarter 

Experience & skills

• 2–4 years in customer success, account management, or a similar B2B SaaS role
• Proven track record of upselling, cross-selling, and driving revenue growth
• Experience with MEDDPICC or similar sales methodology
• Confident running commercial conversations, building business cases, and closing renewals
• Strong executive presence — comfortable engaging at director and VP level
• Hands-on with Salesforce and CS platforms (Vitally or similar)
• Project management experience — you keep stakeholders aligned and delivery on track
• Data-driven: you use health metrics and business data to make decisions, not gut feel
• Excellent communicator — written, verbal, and in the room
• Knowledge of the ecom industry is an advantage 
• Change management experience: you know how to drive adoption inside a customer organisation

Who you are

• You think in outcomes, not activities
• You're not afraid to push back or challenge a customer if it's the right call
• You take ownership — of your portfolio, your forecasts, your relationships
• You thrive in fast-moving environments and bring structure to ambiguity
• You're genuinely curious about AI and use it to work smarter every day
• Resilient: tough conversations don't faze you
• You speak professional-level English and another North European language such as Danish, Swedish, Dutch or German

• Competitive base salary + variable compensation and 5% pension on top
• 25 days’ paid annual leave + 5 Dixa Wellbeing days for recharging
• Private health insurance
• Daily In-Office subsidised Lunch 
• Generous paid parental leave for work-life balance