Customer Success Manager

Every day, Fotoware helps organizations around the world make important moments, stories, and information available to the people who need them. From newsrooms and law enforcement agencies to cultural institutions and global sports organizations, our solutions ensure that valuable digital content can be managed, retrieved, and shared in a secure and efficient manner.

As a Customer Success Manager, you will be a key person in the work of ensuring our customers succeed. You will help them adopt our solutions, realize value faster, and get the most out of their investment. Through webinars, customer programs, training, and proactive follow-up, you will contribute to creating engagement, building strong customer relationships, and making good customers even better. At the same time, you will get a unique opportunity to participate in shaping and further developing the Customer Success function in Fotoware, and influence how we create value for our customers in the years to come.

In this role, you will have the opportunity to collaborate closely with colleagues across Sales, Product, Support, and Professional Services. Together, we will create a customer experience that not only makes customers stay, but turns them into ambassadors for Fotoware. This is a role for you who is motivated by helping many customers simultaneously, who likes to work data-driven and structured, and who is passionate about creating value for customers every single day.

Responsibilities Own and drive scalable Customer Success initiatives toward a broad customer portfolio, including webinars, user forums, workshops, training, customer surveys, customer communication, as well as campaigns for increased product adoption and upselling.

Manage a complex portfolio of Tier 2 and Tier 3 customers, and ensure the correct level of follow-up based on ICP-match, commercial potential, customer health, and risk profile.

Drive product adoption, customer training, and value realization across the customer portfolio through structured programs and automated processes.

Monitor customer health, usage patterns, feedback, and churn signals to identify trends, risks, and opportunities in the portfolio.

Proactively coordinate initiatives for customer retention, adoption, and recovery of at-risk customer relationships in close collaboration with Key Account Managers, sales, marketing, product development, Professional Services, and Support.

Be the voice of the customer internally by collecting, structuring, and sharing customer insights that can improve product development, marketing, onboarding, and the customer experience.

Further develop our ambassador program by identifying and building strong customer ambassadors across the portfolio.

Support Key Account Managers by identifying signals of growth opportunities and customer engagement, while maintaining the main focus on scalable customer follow-up, customer health, and customer value.

Ensure high quality of CRM and Customer Success data, including health scores, activity logs, customer segmentation, and follow-up activities.

Further develop the Customer Success function in Fotoware

Desired competence and qualifications Fluent English, both written and oral, as the role works toward English-speaking customers and markets. Experience conducting customer meetings, webinars, and presentations in English is an advantage.

Strong Customer Success and customer-oriented mindset, with the ability to establish and implement scalable programs for a broad customer portfolio.

Analytical and structured way of working with a good understanding of customer segmentation, health scores, adoption data, churn signals, and prioritization.

Very good communication skills, both written and oral, with the ability to develop customer-facing content, lead webinars, facilitate user forums, and create proactive customer engagement on a large scale.

Good understanding of B2B SaaS, value realization for customers, product adoption, and the dynamics surrounding renewals and customer churn.

Commercial understanding and the ability to identify growth and expansion opportunities, while ensuring customer value and customer retention across the portfolio.

High degree of ownership, curiosity, and execution capability, combined with the ability to handle many customers and initiatives simultaneously without losing oversight.

What we offer A workplace that is certified as a Great Place to Work® in 2026, and which has been named Norway's best workplace in 2020, 2021, and 2022. We have also been recognized as one of Europe's best workplaces in 2020 and 2021.

An inclusive workplace that values flexibility, different working styles, and diversity.

A central role in a company with more than 30 years of experience in helping thousands of customers worldwide manage digital media and workflows.

An international work environment with good opportunities for both personal and professional development.

Travel insurance and private health insurance that includes access to physiotherapy and psychological treatment.

We value physical presence and collaboration in the office, while offering flexibility and the possibility of working from home when appropriate.

Fotoware is a place where you get the opportunity to shape your own role, work independently, and share knowledge and experiences with skilled colleagues. With us, you will have great influence, short decision-making paths, and the opportunity to contribute to solutions used by organizations all over the world.

Our culture At Fotoware, we challenge established truths and set ambitious goals. Our culture is built on four core values: Accountable, Bold, Caring, and Innovative. We take ownership of our work, keep our promises, and support each other in succeeding. We are proud to have an inclusive workplace that values diversity and encourages everyone to be themselves at work. Our team consists of dedicated technology enthusiasts who are passionate about helping our customers succeed, while making each other better. Our leadership has great faith in trust, responsibility, and autonomy. We encourage employees to explore new ideas, take initiative, and contribute to shaping both their own role and the company's further development. For more information about Fotoware, visit fotoware.com .