We are looking for a enthusiastic and experienced Customer Success Manager

About Spond

With the support of our enthusiastic users, the Spond team has built a leading service for organizing teams, groups and clubs around the world, simplifying their everyday lives and saving volunteers millions of hours of admin time. The Spond app currently has more than 700,000 monthly active users and an incredibly strong NPS. In addition to the Spond app, we also offer Spond Club, a complete membership system where clubs can manage all communication and payments for their members.

Spond is experiencing strong traction both in Norway and around the world, and we are now looking for an experienced and passionate Customer Success Manager to join the team in Oslo.

Our biggest joy is supporting the success of our users, and helping our users thrive is what matters to us. As the face of Spond - engaging with those that matter the most to us, our users - you will be able to greatly influence the direction of our product and organization, supporting inquiries from our users and working closely with the rest of the Spond team to deliver unparalleled user experiences and happy users.

The role

As the Customer Success Manager you will play an essential part, engaging with the users, answering queries and giving guidance to how to best use the product. You will use your customer insight to contribute to the development as you will be the link between the users and the product- and technical development team, reporting directly to them and sharing key feedback. You will have a good technical understanding of the product and how to help users be successful with it. Other responsibilities will include:

• Oversee the customer service team and maintain support and response routines
• Respond to incoming inquiries from users and leads and help troubleshoot
• Create and improve user guides, presentations and keep our knowledge base up to date
• Collect and record user feedback and feature requests to feed into product pipeline 
• Identify and follow up with the technical team on product bugs, taking ownership of users issues 
• Follow up app reviews and surveys ensuring retention and satisfaction
• Assist in a variety of projects organised by the product- and development team
• General office administration duties when needed

Key skills and experience

• Fluent in spoken and written Norwegian and English - additional language skills a bonus! Our working language is English.
• Someone who is passionate about happy users and has previous customer experience from a similar role
• Have a technical mindset and interest, with an inherent ability to learn new systems quickly
• Committed to quality, with the will and enthusiasm to drive improvements
• Service-minded team player with excellent communication skills 
• Work well both independently and in teams
• Self starter who takes initiative and ownership for your work
• Show understanding and empathy in your communication with others

We offer

• Exceptionally engaged, dedicated and highly skilled colleagues
• Great office location downtown Oslo in scale-up hub  
• Be a part of one of Norway’s fastest growing tech services with substantial international ambitions 
• Opportunity to optimise and influence how Spond develop in this area to ensure industry-leading practices and the happiest customers around 
• Competitive salary and benefits 

For more information contact Acting CEO Trine Falnes