Customer Success Associate to Web Manuals

At Web Manuals, we’re redefining aviation with our state-of-the-art SaaS solutions. Our mission? To revolutionize how aviation professionals work while reaching new heights of innovation and service. As a bootstrapped company, we chart our own course, breaking barriers and setting our sights on the stars and beyond. We’re proud to offer an environment where you can soar, both professionally and personally, and explore a world of opportunities within an international team.

With offices in Malmö (HQ), San Diego, New York, Sydney, Singapore and Barcelona, we’re growing rapidly. Now, we’re on the hunt for a Customer Success Associate to join our team in Malmö!

Take the leap and join Web Manuals on our journey to revolutionize aviation - apply today!

01About the role

As a Customer Success Associate, you’ll help our customers get the most out of the Web Manuals product suite, from their first day as a customer and onward. You’ll take part in onboarding projects, build your own customer relationships, and make sure our customers feel supported every step of the way. Your goal is to make sure customers not only stay with us, but grow with us. The better you know your customers, the better you’ll spot where Web Manuals can help them do even more.

You won’t be doing this alone. You’ll have a knowledgeable and experienced team by your side to support you as you learn and grow in the role. This is a great opportunity for someone who loves working with people and wants to make a real impact on both our customers and our company’s growth.

02Your key responsibilities

• Plan and run customer onboarding projects, making sure they’re delivered on time and leave customers happy
• Take ownership of a portfolio of smaller customer accounts with lower ARR, driving their success and identifying opportunities for growth and expansion
• Drive renewals and grow the value of your accounts by identifying and closing upsell opportunities
• Get to know your customers’ workflows, challenges and goals so you can help them get maximum value from our platform
• Build long-term relationships with customers through regular check-ins, meetings and on-site visits
• Keep customers up to date on product releases, new features and upcoming events
• Work with other teams to advocate for customer needs and help drive product improvements
• Keep customer information accurate and up to date in our CRM and internal systems
• Handle invoicing of licenses and project fees according to our processes
• Escalate more complex or commercial questions to your team manager when needed

03What we're looking for

• A bachelor’s degree or equivalent practical experience
• Experience in a similar role
• A customer-first mindset and a genuine interest in understanding what customers need
• Strong communication and interpersonal skills
• Fluency in English, both spoken and written
• A technical aptitude and a problem-solving mindset, and comfort picking up new software and systems
• A structured way of working, so you can manage your time and keep several tasks moving at once
• You thrive in a fast-paced, evolving environment and enjoy working with others to reach shared goals
• A commercial drive and a natural eye for opportunities. You enjoy turning great customer conversations into growth.

04Other information

• Start date: ASAP
• Location: Malmö
• Work extent: Full time
• Travel: Regular customer visits and occasional internal events
• As part of our recruitment process, we use the Predictive Index (PI) assessment to ensure a great fit between your skills and our company culture.