What are the responsibilities and job description for the Customer Success Manager position at templafy?
About us:
Templafy is the leading AI-powered document generation platform for companies with a need to create accurate, compliant, and on-brand documents with maximum efficiency and ease. Accessible directly from applications like Microsoft Office, Google Workspace and Salesforce, Templafy is trusted by more than 800 industry leading enterprises, including KPMG, Adobe, and PWC. Our platform simplifies document workflows and eliminates the complexity and risk associated with the content creation process.
Founded in Copenhagen, Denmark, in 2014, Templafy’s success is built by our 60 employee nationalities found at offices around the world. We believe that when people feel valued, heard, and empowered, they perform at their best—creating a win for all. Our unique product and dedication to innovation and excellence have raised over $200 million in funding from top investors like Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.
About the role:
Customer Success at Templafy is responsible for guiding customers along the value realisation path, ensuring they receive positive ROI on their initial use case and paving the way for expansion to new business units and new use cases. CS is held accountable for our Gross Retention Rates and Net Retention Rates. We aim to deliver an excellent enterprise customer experience, responsive to needs and proactive with strategic advice. This requires a deep understanding of our customers’ businesses and how Templafy can drive positive business outcomes towards cost savings and revenue generation. It also requires genuine relationship-building such that internal and external stakeholders are keen to spend time with you and meet your requests.
You will join a friendly, proactive, and supportive team of five, who are all based in Copenhagen.
What you will do:
As a Customer Success Manager, you will fully own your portfolio of ~30 global enterprise customers. This means being accountable to your own GRR and NRR. You will report to our Post Sales Director and work closely with internal stakeholders across Account Management, Solutions Engineering, and Technical Support to achieve your goals.
You will become a trusted advisor to your customers, helping them to fully adopt and realize the current and future value of the Templafy solution. You will focus your time and attention on identifying, delivering and proving positive business outcomes (PBOs) for your customers.
Responsibilities:
- Be empowered to make key decisions about your customer portfolio to meet and exceed GRR and NRR goals
- Demonstrate ongoing curiosity about our customers, their ways of working, and their pain points, to (re)establish value-oriented Positive Business Outcomes (PBOs)
- Execute on the delivery of the Templafy solution to achieve PBOs
- Develop impactful champions within customer organizations, guiding them to “sell” the PBO story internally to other key stakeholders and economic buyers
- Partner with the Account Management team to develop and deliver long-term account plans for retention and expansion into new use cases and new business units
- Reliably identify at-risk customers and implement proactive measures to address their concerns and ensure satisfaction
- Collaborate within the CS team, sharing best practices and learnings proactively, including being in-office full-time the first 6 months and thereafter 3 times a week.
- Occasional client calls/travel outside of traditional work hours (to accommodate global client time zones)
What we expect to see from you:
- Bachelor’s degree required
- 4 years of work experience required, with 2 years of B2B Customer Success or Account Management experience
- Experience engaging with and presenting to external senior-level stakeholders (VP and above) at Fortune 500 companies
- Ability to prioritize, multi-task, and perform effectively under pressure
- Self-motivated with a business-oriented and customer-focused mindset
- Exemplary communication, presentation and client engagement skills
- Experience with Salesforce preferred
- Having worked with accounting firms is a plus
Employee Benefits:
- Employee equity program
- Private health insurance
- Company lunch contribution
- Phone and broadband covered by company
- Centrally located office – easy access to public transportation
- Company events and team activities
- Flexible work environment
- Gympass Subscription
- Calm App Subscription
At Templafy, we’re all about building an inclusive culture where talented people come together to spark creativity in a dynamic, collaborative space. Strong relationships and teamwork are at the core of everything we do, and with our flat structure, everyone’s ideas count regardless of your role or experience.
Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.