Senior Customer Success Manager - Product Specialist

At Decisions, we help teams run meetings that drive results through our award-winning meeting management solution. We're looking for a Senior Customer Success Manager – Product Specialist who is passionate about creating great customer experiences to own the customer journey for a defined part of our customer portfolio: from onboarding and adoption to renewal and expansion. You'll be the person our customers trust to get the most out of Decisions – and the person who makes sure they stay.

You will be part of the Customer Success Team of 8 and report to VP Customer Experience. If you're based in Oslo, you're welcome to work from our office, otherwise, this role is fully remote.

What you will do

Customer value & journey

· Own end-to-end journeys for enterprise and standard accounts: onboarding, adoption, value realization, renewal, and upsell

· Manage a portfolio with a clear emphasis on our largest, strategic accounts, alongside a selection of other customers

· Lead implementation and training for our customers, driving fast time-to-value

· Build executive-level relationships and act as a trusted advisor on meeting management best practices

· Drive customer health, retention, and expansion through proactive, data-driven engagement

· Be an evangelist for Decisions: create materials, develop best practices, and inspire customers and prospects

· Identify and drive upsell and expansion within existing accounts

· Contribute to customer stories, webinars, reference cases, and best-practice content

· Partner with Marketing and Sales on customer recruitment, demand generation, and pre-sales

· Run customer webinars and training sessions in German

What you bring

· 5+ years in Customer Success, product development, or consulting within B2B SaaS

· Master degree in Business, Marketing, or a related field

· Proven track record managing enterprise accounts and executive stakeholders

· Strong product acumen: quick to master complex platforms and articulate value clearly

· Genuine passion for the customer journey and for delivering great customer experiences

· Strong communicator, both written and verbal: you explain complex things clearly and persuasively

· Bold and structured, with genuine drive and energy: you take initiative, challenge when needed, and follow through

· AI-savvy: you actively use, and know how to build, AI and automation in your everyday work to drive customer and team productivity

· Skilled meeting facilitator with genuine interest in meeting management and organizational effectiveness

· Familiarity with the Microsoft 365 and Microsoft Teams ecosystem

· Excellent written and verbal English and German; French and/or a Scandinavian language is a strong plus

What we offer

· High-impact role in a growing international SaaS company with customers across the US, Europe, and Oceania

· Direct influence over customer experience

· A collaborative, cross-functional environment where your voice shapes decisions

· Flexible, hybrid work model

· Competitive compensation and professional development

Ready to shape how the world's best teams run their meetings? Apply now.