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Client Relations Manager

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efficy

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Location:
Sweden , Malmö

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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

Additional Information:

Job Posted:
January 25, 2026

Work Type:
Hybrid work
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