Support / Customer Success Manager

At Project Hafnia, part of our GTM / BDM team, we are building a framework designed to transform the way customers interact with us and extract value from our solutions. As we continue to scale, we know that delivering an outstanding customer experience is just as important as building a world-class product.

That’s why we are looking for a Customer Success Manager (CSM), someone who is passionate about helping customers succeed, thrives in building onboarding processes from the ground up, and is excited about blending human support with AI automation.

This is not just another onboarding support role, it’s a chance to design, own, and grow the entire Customer Success function for Hafnia, making sure every customer feels supported, confident, and empowered to grow and stay with us.

What You’ll Be Doing

As our Customer Success Manager, you will be the bridge across the Hafnia ecosystem, ensuring end customers, developers, resellers, and academic partners all achieve value on the platform. Your responsibilities will include:

Customer Experience & Support

• Act as the first line of customer support, handling incoming requests with speed, empathy, and clarity.
   
• Troubleshoot issues across platform usage, payments, and technical flows, ensuring customers never feel stuck.
   
• Maintain and expand a knowledge base / FAQ library to drive self-service adoption.
   

Onboarding & Lifecycle Management

• Develop a structured onboarding program that helps new users reach their first value quickly (time-to-value).
   
• Guide customers through the full customer lifecycle, ensuring they see continuous value and expansion opportunities.
   
• Serve as a trusted sparring partner, proactively supporting customers “in the flow” of their work.
   

Growth & Strategy

• Drive the Product-Led Growth (PLG) success program, making it easy for customers to discover and adopt more features and services.
   
• Collaborate with product, operations, community and GTM team to gather insights, close feedback loops, and improve the customer journey.
   
• Design and execute an AI Agents strategy, introducing automation to improve efficiency, response times, and scalability.
   

Team & Scale

• Take ownership of the Customer Success function with the long-term ambition of building a team around you.
   
• Develop playbooks, metrics, and processes that can be scaled across a growing global customer base.
   
• Lay the foundation for support automation and ticketing processes that balance personalization with efficiency.
  
   

What You Bring to the Team

We’re looking for someone who has both the hands-on skills to support customers today and the strategic mindset to scale for tomorrow:

• Experience in a customer-facing role such as Customer Success, Support, or Account Management.
   
• A track record of building onboarding, lifecycle, or success programs (bonus if in a SaaS / cloud platform environment).
   
• Familiarity with support automation tools and self-service knowledge bases.
   
• Exposure to AI in customer success (chatbots, virtual agents, automated workflows).
   
• Strong understanding of ticketing systems and customer support processes.
   
• Excellent communication skills (fluent in english – speaking and writing), with the ability to build trust and empathy across different customer groups.
   
• A proactive, builder’s mindset, you enjoy creating order, processes, and structure where there’s a blank slate. 

Ideal Candidate Profile

This role is perfect for someone who:

• Has Customer Success experience in SaaS or multi-sided platforms and knows how to balance the needs of very different verticals and customer groups.
   
• Thrives in a builder’s environment, where not everything is in place yet and you get to shape the foundation.
   
• Is curious about AI/ML technologies and eager to support customers using advanced tools like Vision-Language Models (VLMs).
   
• Thinks both strategically and tactically, comfortable designing scalable programs, but also willing to roll up their sleeves to answer tickets and troubleshoot.
   
• Brings a global mindset, with the ability to work across geographies, industries, and customer types.
   
• Is motivated by impact, knowing that by helping customers succeed, they are also advancing responsible and compliant AI adoption worldwide.

How We’ll Measure Your Success

• Time-to-Value (TTV): Reducing the time it takes for new customers to achieve their first meaningful outcome.
   
• Customer Retention & Expansion: Ensuring customers stay, grow, and expand their usage of the platform.
   
• Adoption Metrics: Driving engagement with key features and ensuring consistent platform usage.
   
• Customer Satisfaction (CSAT/NPS): Delivering experiences that customers rate highly and recommend to others.
   
• Support Efficiency: Building processes and automation that reduce ticket resolution time and scale support.

Why This Role is Exciting

• Impact from day one: As our Customer Success Manager, you’ll be shaping how our customers experience the platform from the ground up.
   
• Remote-first flexibility: Work remote while being part of a collaborative team.
   
• A chance to build: This isn’t a back-office role, you’ll be designing the strategy, executing the vision, and growing the function.
   
• Innovation at your fingertips: Help define and implement how AI will power the future of customer success at Hafnia.
   
• Career growth: As we scale, so will you, with opportunities to step into leadership and build a world-class CSM function.
   

About Project Hafnia

Project Hafnia is designed to become the global go-to place for End Customers and Computer Vision developers seeking responsible and compliant AI model training and access to advanced Vision-Language Models (VLM) as a Service.

It is a multi-sided platform, supporting:

• Solution developers who need a compliant, scalable Data Library and environment for building AI high performing AI analytics solutions.
   
• End customers who want to adopt responsible AI with confidence and ease.
   
• Consultants and system integrators who guide organizations in applying AI responsibly.
   
• Academia and researchers who require structured access to cutting-edge AI capabilities.

By bringing these groups together, Hafnia unlocks new revenue streams and business models, from subscription-based access, to usage-based services, to partnerships and ecosystem-driven solutions.

This role is about much more than support, it’s about ensuring that every side of the platform experiences growth, value, and trust, making Hafnia the global standard for responsible AI adoption.


Interested? Apply now!

You will experience an inclusive and unbiased recruitment process where all employment decisions are based on qualifications rather than race, color, ethnicity, gender identity, age, sexual orientation, and religion. We advise you not to attach a cover letter to your application but instead, we encourage you to write a few lines about why you are applying for the position in your resume/CV. Additionally we recommend you not add a photo in your resume/CV. 

Are you excited about this opportunity then we encourage you to apply as soon as possible. 
If you have any questions, you are very welcome to contact Executive Product Community Manager, Søren Raagard Jensen at +45 2560 6768

You can also find out more about Milestone Systems at Facebook, LinkedIn or Twitter or visit our website: www.milestonesys.com

 We will take candidates into the recruitment process continuously and the position will remain open until a suitable candidate has been found