Customer Success Manager (Danish market) – Copenhagen, on-site
At Claimlane, we’re hiring a Customer Success Manager to make every customer in their book so successful with Claimlane that they stay and grow.
About Claimlane
Claimlane is a rapidly growing B2B SaaS scale-up. We fix complex warranty claims and returns processes for top retailers and brands like Matas, Coolshop, Black Diamond, and Tonies.
We’re looking for A-players who want to make a difference and grow with the business. We value a strong positive attitude, a high sense of ownership, and long-term thinking. Attitude beats talent.
The Role
You are the person a Nordic customer can count on to get the most value possible out of Claimlane. You own the relationship end to end: understanding what success looks like for each customer, proving Claimlane delivers it, running the renewal, and finding the next place to grow.
This is not an adoption-and-onboarding seat. You carry a number. Your mission is to drive NRR across your book of roughly +100 Nordic accounts. If you like being the person who finds the money in a book, this is the role.
You move fast. You’ll take over communication for half your book in week 2 and the full book in week 3. By week 4 you’re running every renewal conversation independently. You work closely with our Implementation Specialists, who owns technical implementation and configuration, while you own the customer relationship and the commercial outcome. You also partner directly with the product team, feeding back the recurring gaps you hear from customers.
This is a mid-level, individual-contributor role with full ownership from day one.
Key Responsibilities
- Own the full commercial relationship for a book of Nordic customer accounts.
- Own renewals, from forecasting to negotiating terms and closing.
- Grow the book through upsell, cross-sell and ticket expansion, and close those deals yourself.
- Run structured check-ins and QBRs independently, including with senior decision-makers.
- Spot churn and downgrade risk early and act before it escalates.
- Track the health, status and risk level of every account.
- Turn customer feedback into clear, actionable input for the product team.
Requirements
- Strong commercial instincts: you’ve owned renewal, upsell and cross-sell conversations and negotiated commercial terms yourself.
- A track record of hitting or exceeding gross and net retention targets. Bring the numbers.
- Skilled at building genuine customer relationships and understanding what value means to each customer.
- Confident running QBRs and renewal conversations with stakeholders at several levels, including senior decision-makers.
- Sharp at spotting early churn risk, with examples of accounts you saved.
- Comfortable managing a large book independently and prioritizing across many relationships.
- Strong written and verbal communicator, fluent in Danish and English.
- Structured and organized, with a habit of documenting and following up.
Bonus points if you have
- Experience in a B2B SaaS scale-up.
- Retail, e-commerce, or returns and claims management experience.
- Experience running upsell or expansion negotiations with mid-market or enterprise accounts.
- Experience with a CRM or CS platform (we use HubSpot).
What we value
Extreme ownership, team spirit, ambition, a customer-service mindset, proactivity, honesty and transparency.
Location and Compensation
This role is based in our Nørrebro, Copenhagen office, and it is an in-office role. We have a strong in-office culture and value the energy of being together to build, with flexibility to shape your workday around your life. Our compensation package is competitive, and we offer an attractive warrants program.
If you’re commercially sharp, ambitious and want full ownership of a book and a retention number, Claimlane is the right vehicle for you. Don’t waste time, apply now!
Hiring Process
- Intro call: 30 minutes to see if we click.
- Deep Dive interview: on your commercial track record, your numbers and how you’d run the book.
- Case interview: a 1 to 2 hour case presentation. We’re flexible on format, so shine in your own way.
- Culture interview: 1 hour on values, mindset and team fit.
- References: a final check before we make things official.
Apply on LinkedIn or send your resume to thae@claimlane.com. We review candidates on an ongoing basis. A 60-second video introduction will move you to the top of the stack, though it’s not required.