Senior Customer Success Manager/Product Specialist

Passionate about customer experience and satisfaction? Own the full customer journey, from first login to lasting success and expansion.

At Decisions, we help teams run meetings that drive results through our award-winning meeting management solution. We're hiring a Senior Customer Success Manager/Product Specialist to sit at the intersection of Customer Success, Product, and Marketing, and to make sure customer value shapes what we build and how we grow. You will be part of a Customer Success Team of 8 and report to VP Customer Experience. We're hiring across the Nordics and the UK. If you're based in Oslo, you're welcome to work from our office, otherwise, this role is fully remote.

What you'll do

Customer value & journey

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

• Handle all types of customers, from our largest, strategic accounts to smaller ones across your portfolio

• 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

• Contribute to BID/RFP processes and help win strategic contracts

Product & cross-functional impact

• Represent the voice of the customer inside our product and Customer Activation teams

• Translate feedback, pain points, and usage patterns into actionable product and customer insights

• Maintain deep product expertise across the full Decisions platform

• Help automate how we serve our smaller customers, so high-touch attention goes where it matters most

• Contribute to developing and improving our AI agents

Customer growth & marketing

• 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 and demand generation

What you bring

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

• Proven track record managing enterprise accounts and executive stakeholders

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

• Experience at the intersection of CS and Product

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

• 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

• You thrive working across disciplines, collaborating with others, and are structured and focused in the way you work

• Excellent written and verbal English; French is a strong plus

• Nice to have: marketing/content experience, change management or org consulting background

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, marketing, and product development

• 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.