Product Customer Success Manager
Puzzel · København, Denmark · hybrid
Product Customer Success Manager
London, UK | Copenhagen or Aarhus, Denmark | Stockholm, Sweden
About Puzzel 🔍
We're the AI-native customer experience platform built in Norway, trusted across Europe, and growing fast. For 25 years we've helped contact centres deliver faster, more human service — without the clutter or complexity. Today we're #1 in the Nordics, scaling rapidly in the UK and the Netherlands, with one ambition: become Europe's clear CX market leader.
Puzzel Values 🎯
- Built on Trust - our Nordic foundation. Customers, partners, and each other.
- Stronger Together - one team, one purpose, shared wins.
- Stay Hungry - we raise our game every day.
Why we’re proud🏆
- Frost Radar Innovation & Growth Leader in EMEA Customer Experience Platforms (2025)
- CX Awards 'Best Mid-Market Contact Center Platform' (2024)
- Flexa Top 25 for work-life balance, diversity and inclusion, pet-friendly companies and professional services (2026)
- Consistently high Glassdoor rating
- Mercer-benchmarked pay for equity and market fairness
- Puzzel doesn't just build AI for our customers — we’ve embraced it internally, adopting it across the business to work smarter and faster
Read more about us here.
What you'll do 🏡💻
We're looking for a Product Customer Success Manager to join our Customer Success team. Think of it as a seasoned, traditional CSM role for someone who is hungry to get deep into the product: you'll own the success of a portfolio of Puzzel customers, show them what Puzzel can do and turn that into measurable business outcomes.
You'll work with leading Nordic and European organisations, supported by a structured onboarding, a product buddy and hands-on time in a real environment. You'll start with a smaller portfolio and grow from there.
- Own customer outcome: Be the primary post-sales owner for an assigned portfolio, accountable for outcomes, adoption, value realisation, risk and retention readiness.
- Build Success Plans: Develop a detailed understanding of each customer's objectives and operating model, and build measurable plans that connect them to Puzzel capability, actions, owners and milestones.
- Be the product expert: Maintain advanced knowledge across the Puzzel portfolio, understand how capabilities work together inside a customer environment, and bring relevant new releases to customers.
- Demonstrate value: Confidently demonstrate Puzzel and connect it to business and operational outcomes, not just features. Advise on the configuration, workflows and use cases that suit each customer.
- Lead discovery and adoption: Run structured business and operational discovery, identify barriers to value (usage gaps, training needs, process, workflow friction, configuration) and lead the adoption and optimisation programmes that fix them.
- Use data to act: Use product usage, engagement and operational data to identify risk, under-utilisation and improvement opportunities, and act on what you find.
- Run customer reviews: Lead business reviews, adoption reviews, optimisation sessions and product workshops, keeping every customer engaged and moving forward.
- Manage risk and renewal readiness: Identify adoption, stakeholder and commercial risk early, make sure value and adoption are well understood before renewal begins, and give Account Management the context and evidence they need.
- Drive growth and advocacy: Identify expansion opportunities that address a validated customer need, progress them with Account Management, and build the relationships that create references and case studies.
- Coordinate and feed back: Bring in Technical CSMs, Product, Support, Professional Services or Solution Architecture with a clear problem definition and the investigation already done, and route structured product feedback to the right channels.
The must haves 💪
- 5+ years in Customer Success within SaaS, CCaaS or other complex software, with strong multi-product expertise and a clear record of using product knowledge to improve customer outcomes, not just explain features. You are the product expert, not a relationship manager who brings in specialists when the conversation gets technical.
- A real appetite to learn a broad, complex product, and the confidence to demonstrate its value to customers yourself.
- A strong understanding of contact centre operations and how platform capability affects operational performance.
- Experience leading structured discovery and owning Success Plans and adoption programmes, with a clear grasp of GRR, NRR and churn.
- The ability to turn product usage and customer data into practical, prioritised recommendations.
- Confident product demonstration and facilitation skills. You are comfortable presenting to a room.
- The ability to separate the reported symptom from the underlying need, and to investigate before escalating.
- Strong ownership and autonomy. You are proactive, take accountability for outcomes and drive problems to resolution.
- Confidence with business, operational and executive stakeholders, and excellent written and spoken English.
The nice to haves ➕➕➕
- Experience in a start-up or scale-up where you have worn many hats, such as onboarding, implementation, adoption and commercials.
- Background in contact centre, CCaaS, workforce management or AI-enabled CX products.
- Dutch, Danish, Swedish or Norwegian alongside English.
- Experience with Planhat or a similar Customer Success platform.
The location
This role can be located in London, Denmark (Copenhagen or Aarhus) or Sweden (Stockholm), with the expectation of 2-3 days/week in the office.
What to expect from the interview process ❔
- Screening call with Talent Acquisition
- First interview with the hiring manager
- Final interview: A practical case study presented to a panel from the wider Customer Success team
Diversity & Inclusion 🌍
We want everyone at Puzzel to feel able to be their true, authentic self at work – regardless of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age or economic background.
We're proud of our diverse, global workforce, but there's more to do. Our current gender split is 25% female to 75% male – in line with the SaaS average, but not where we want to be. Here's how we're improving it:
- Our C-suite has moved from 100% male in 2023 to a 5:3 male-to-female split today.
- Female hires grew from 23.6% in 2021 to 41% in 2024, dipping to 34% in 2025 — a trend we watch closely, but never treating as a tick-box exercise.
- We partner with Flexa, to compound our aspiration to attract a diverse talent pool.
- We work with state employment initiatives in Norway and Sweden on internship and apprenticeship routes, to help early-years talent into the workforce.
One Last Thing ☝🏻
Even if you're only a 75% match for this role, we still want to hear from you — this list is indicative, and skills can always be learnt.
We're unable to offer sponsorship for this role, so you'll need existing eligibility to work in the country you're applying to.
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