Senior Customer Success Manager (Parental leave cover)

Ready to shape the future of AI-powered customer experiences? Join boost.ai, a recognized challenger in the Gartner Magic Quadrant for Conversational AI, and help our incredible customers in banking, insurance, telco and beyond turn AI strategy into measurable business impact.
We’re looking for a Senior Customer Success Manager (parental leave cover) who can influence customer experience, drive value creation, and build partnerships that fuel growth. Join our Customer Success team in our Head Office in Stavanger or a local office in Oslo, Stockholm, Copenhagen. Fluency in Norwegian, Danish or Swedish is essential for this role as well as English.

As a Senior Customer Success Manager, you will support boost customers through proactive, high-touch consulting to help them achieve their CX goals and maximise the value they achieve with the boost.ai platform. Acting as a trusted advisor, you'll provide strategic guidance on advanced features and use cases, helping customers drive results in their CX automation journey.You will manage a portfolio of customers across the Nordics, Europe and the UK, align with executives and key stakeholders, and collaborate across internal and external teams to drive customer outcomes and growth. Your success will be measured by key metrics like Net Revenue Retention, Usage, Health and CSAT.We are looking for a Senior CSM based in our Norwegian headquarters in Stavanger or one of our local offices in Oslo, Stockholm, Copenhagen.

Responsibilities

• Manage a portfolio of customers across the Nordics, Europe and the UK, leveraging our Customer Success Framework.
• Build strong relationships with customers and executives to align stakeholders and drive business value.
• Influence customer strategies to maximize value, reduce churn, and create upsell opportunities.
• Implement strategic governance through QBRs, workshops, and executive meetings, both onsite and virtual.
• Align customer success plans with internal account strategies to boost customer value and commercial growth.
• Ensure customer KPIs are met and continuously improved, working closely with cross-functional teams.
• Support upsell and renewal efforts, contributing to internal initiatives to drive value-based revenue.
• Support the development of internal Customer Success tools and processes.

Requirements

• 3+ years of experience in a Customer Success role for SaaS B2B, ideally in the Conversational AI space or CX automation more broadly.
• Proven track record of managing customer accounts, focusing on long-term success and renewals.
• Experience building relationships with key stakeholders to drive business value.
• Ability to develop and execute strategies to reduce churn and drive upsell initiatives.
• Strong communication skills to influence strategic decisions and customer direction.