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We're looking for a Client Relations Manager to lead our customer operations team for our MarTech product Apsis. This is a hands-on operational role where you'll manage a team of 3 while actively contributing to day-to-day customer work. You'll be responsible for modernizing how we deliver low-touch customer success and support, ensuring our customers get efficient service while we build scalable processes. This isn't a pure management position. You'll split your time between leading the team (~40%) and doing customer-facing work (~60%). We need someone who can think strategically about how to scale our operations while being comfortable in the details.
Job Responsibility:
Lead and develop a team of 3 client relations specialists
Build and refine processes that balance efficiency with customer satisfaction
Manage team performance, coaching, and skill development
Coordinate workload distribution and resource planning
Handle escalated customer issues
Ensure smooth onboarding for new customers in your segment
Monitor customer health metrics and address retention risks
Grow and retain portfolio of customers in Client Relations portfolio
Modernize existing customer service workflows and tools
Identify automation opportunities in routine customer interactions
Implement quality standards and track service metrics
Collaborate with Product, Sales, and Technical Support to improve customer experience
Collect, analyse, and process quality data and feedback to drive product improvements in collaboration with Product & R&D, providing recommendations for enhancement
Track retention, satisfaction, and operational efficiency metrics
Stay current with industry trends in customer operations
Recommend process and system improvements
Requirements:
Experience in customer success and/ or customer support operations, ideally in SaaS
Track record of building or improving customer service processes
Comfortable leading a small team while doing hands-on work
Analytical mindset with focus on metrics and continuous improvement
Strong communication skills in English and at least one Nordic language
Practical approach to problem-solving—you find what works, and you’re not afraid to test new ways of working
What we offer:
A stable and growing company with an entrepreneurial mindset, where your ideas are valued, and we support you in making them happen
High flexibility—hybrid work is part of our DNA
State-of-the-art offices where teamwork is the norm
International growth opportunities and internal mobility
A competitive salary package with a bonus system and a referral program
Engaging events: team lunches, after-work gatherings, sports activities
Learning opportunities: languages, technology, product knowledge, sales techniques, and leadership development