Customer Success Manager

Stockholm, Sweden

Customer Success & Solutions

Full-time

About the Role

At Funnel in the Computer Software space, Turn marketing data into growth. Intelligence that drives decisions..

As a Customer Success Manager (CSM) at Funnel, you will be the primary point of contact for our customers, combining a strategic, customer-centric approach with strong commercial ownership. Your mission is to drive customer retention and long-term revenue sustainability by ensuring customers realize measurable value from Funnel, proactively managing risks, and building lasting partnerships. You will own the customer relationship throughout the customer lifecycle - from onboarding and adoption to Business Reviews and renewals - with Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) as your key success metrics.

Want to learn more about what it's like to work at Funnel? View our full profile.

Requirements

3–5+ years of experience in a client-facing role (Customer Success, Account Management, or similar.)
Proven track record of managing customer relationships, driving renewals, and improving customer retention.
Strong analytical skills and technical aptitude with data-driven products.
Excellent written and verbal communication skills.
Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing customers.
Experience working within the Martech ecosystem is considered an advantage.
Fluency in English is required; proficiency in another major European language is considered an advantage.

Benefits

Office-first company with the flexibility to work from home 1 day per week.

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What It's Like to Work at Funnel

Systemic Collaboration

Funnel has a solid and reliable product that our customers love. Funnel is at the pre-IPO stage of it’s growth journey, so it’s an exciting time preparing to become a listed company. Our market is growing year on year, with a lot of potential for Funnel to take more market share.

Positive Vision for the Future

All employees were invited to participate in surveys and workshops during the process of reshaping Funnel values in 2022 and 2023. This ensured that everyone had the opportunity to share their perspectives and contribute to defining what matters most to us as an organization. We believe that company values should evolve over time - just as our people and our organization do. As we continue to grow and change, we remain committed to regularly revisiting and refining our values to ensure they truly reflect who we are and how we work together.

Alignment of Values

Transparency is a cornerstone at Funnel. Our CEO openly shares Funnel’s strategy, growth, and long-term vision - going beyond the level of transparency typically seen in many organizations. Our CEO is also present in the office daily, staying connected with employees and teams across Funnel.

Respect

Our weekly all-company meetings follow a shared agenda where everyone is encouraged to contribute - any employee can submit topics and present. Each meeting concludes with an open Q&A session led by our CEO, creating a direct and transparent dialogue across the organization. Open Slack channels are our default mode of communication, ensuring information is widely accessible and giving everyone the opportunity to share perspectives and contribute to discussions. Twice a year, we conduct a company-wide survey that measures key indicators such as inclusion and psychological safety. The survey also includes an anonymous text box where employees can share feedback directly with the CEO and Chief People Officer, reinforcing our commitment to openness and continuous improvement.

Killer Outcomes

"Achieving Together" is one of the five core values at Funnel. We firmly believe that the most innovative solutions emerge when diverse perspectives come together through collaboration. This spirit of teamwork is reflected in how we work - within our teams, across departments, and with colleagues in Funnel offices around the world. Through cross-functional initiatives, we collaborate to continuously enhance the user experience throughout the entire customer journey, from the first interaction with Funnel to supporting customers in their day-to-day use of the platform.

What It's Like to Work Here

Users Real Collaboration in Action

Zap Bias for Action & Scrappy Spirit

Eye Data-Driven Decision Making

Target Accountability Both Ways

Heart Genuine Care for People

Frequently Asked Questions About Working at Funnel

Common questions candidates ask about this role and Funnel's workplace

Funnel is the leading Marketing Intelligence platform that helps businesses unify their marketing data and optimize performance. We turn everyday reporting into a clear roadmap for growth. You get an instant, reliable view of which marketing activities actually drive growth, so you can easily plan budgets, prove your value to the business, and scale what works. Trusted by more than 2,500 businesses worldwide, including recognized brands like Adidas and Uber and global agencies like Publicis and Havas, Funnel tracks 11% of global digital ad spend and has featured on the FT 1000 list of Europe’s fastest-growing companies for five consecutive years. Since our founding in 2014, we have grown into a global team of over 300 employees, with offices in Stockholm, Boston, Hamburg, and Sydney

Please review the specific job listing or contact Funnel's recruiting team for details on remote or hybrid work options for this role.

Salary information may vary by role and location. Please check the specific job listing or discuss compensation during the interview process.

Funnel is an established organization in its industry. The company focuses on maintaining a supportive workplace culture for all employees.

Key benefit categories include: Health & Wellness, Time Off & Family, Financial & Retirement, Work Environment & Development. For this role specifically, benefits include: Office-first company with the flexibility to work from home 1 day per week.. You can view more details on their CertCheck profile.

The day-to-day environment is guided by core values such as Real Collaboration in Action and Bias for Action & Scrappy Spirit and Data-Driven Decision Making.

The company has committed to inclusive practices including: Diverse Collaboration First and Transparent & Accessible Leadership.

They score particularly well in the area of Systemic Collaboration.

Funnel currently has 3 open positions. They are hiring across departments like Customer Success & Solutions, Product, Other. You can view all current openings at certcheck.mostlovedworkplace.com/companies/funnel/jobs.

The interview process typically involves an initial recruiter screen followed by team interviews. Please contact Funnel's recruiting team for specific details on this role's process.