Partner Customer Success Manager

Partner Customer Success Manager
Copenhagen, DK (700k-800k DKK/annum) | London, UK (£75-85k/annum)

Puzzel: The Low-Down

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years' experience since our foundation in Norway, we're already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years

Why we're proud

• 2024 CX Awards Winner, 'Best Mid-Market Contact Center Platform'
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 25
  th
  out of all companies they partner with in 2023
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do

We are looking for a proactive, relationship-driven Partner Customer Success Manager (PCSM) to join our growing Customer Success organisation.

In this role, you will be responsible for the success, enablement, and engagement of our strategic partners — ensuring they are fully equipped to deliver value to their customers using Puzzel's solutions. You will collaborate closely with Channel Sales Executive, enablement, product, and support teams to help our partners build capability, drive adoption, and achieve shared outcomes.

This is a non-commercial role, focused on enablement, product adoption, and partnership health rather than renewals or revenue targets.

Key Responsibilities:

Customer Satisfaction & Relationship Management:

• Proactively engage with partners to understand their needs, goals, and challenges.
• Act as the primary post sales point of contact for existing partners, addressing inquiries, providing updates, and ensuring overall satisfaction.
• Collaborate with internal teams to resolve issues promptly.
• Build and nurture relationships with stakeholders across our partners' business to ensure a broad perspective of customer satisfaction levels.
• Use feedback and surveys (pulse, NPS, Agent Experience Scores etc) to monitor customer satisfaction.
• Drive adoption and proficiency of Puzzel solutions within partner organisations.
• Collaborate with partners & partner enablement team to co-create enablement plans that align with their business models, technical capabilities, and go-to-market strategies.
• Deliver regular enablement sessions, workshops, and product updates.
• Ensure partners have the knowledge and resources to effectively implement and support Puzzel solutions.

Relationship Management:

• Serve as the primary success contact for assigned partners, maintaining strong relationships across operational, technical, and leadership levels.
• Proactively monitor partner engagement, usage, and health metrics.
• Act as a trusted advisor, helping partners navigate best practices, partner success motions, and adoption strategies

Product Adoption and Value Realization:

• Develop and implement strategies to drive product adoption and usage among partners and their customers.
• Work closely with partners to identify and measure key performance indicators, ensuring they realize the maximum value from our solutions.

Account Maintenance, Growth & Renewal Support:

• Proactively identify and address any challenges or concerns that may impact renewal decisions.
• Collaborate with the Commercial Customer Success Managers and Partner Account Management team to ensure timely and successful renewals of client contracts.
• Work closely with Commercial Customer Success Managers and Partner Account Managers to identify growth/ upsell/ cross-sell opportunities.

Operational Excellence

• Collaborate cross-functionally with Sales, Partner Management, Product, and Support to deliver a seamless partner experience.
• Identify and remove blockers to partner success, coordinating internally to drive resolution.
• Capture partner insights and feedback to inform internal roadmaps and enablement priorities.

Advocacy & Continuous Improvement

• Represent the partner's voice internally to influence product direction, enablement, and support experience.
• Share partner success stories and promote best practices across the broader partner ecosystem.
• Contribute to documentation, playbooks, and scalable programs that support all partners.

Proposed KPIs:

• Partner Satisfaction (CSAT) & Engagement
• Partner Enablement Completion Rate
• Platform Adoption & Usage Metrics
• Partner Retention / Partner end customer Health Score
• Enablement NPS / Feedback

The must haves

• Proven experience in Customer Success, or Partner Success roles within SaaS or tech environments.
• Strong relationship-building and stakeholder management skills.
• Excellent communication and facilitation abilities (training, workshops, webinars).
• Familiarity with customer success or partner management tools (e.g., Planhat, Salesforce).
• A proactive, solution-oriented mindset and the ability to thrive in a fast-scaling environment.

The nice to haves

• Experience in Contact Centre solutions (CCaaS) or related SaaS companies
• Working in a multilingual, multi-geography team
• Understanding of Nordic business culture or experience working across multi-country partner ecosystems.
• Technical curiosity and a strong grasp of cloud-based solutions and integrations.

The location

This role is located in Denmark / UK (preferably in/around Copenhagen/London or with easy access to our office for occasional site visits).

What's In it for You?

• Competitive salary package: £75-85k | k DKK
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Gift on your birthday
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process

• Screening call with Talent Acquisition
• 1
  st
  interview with VP Customer Success
• 2
  nd
  interview with Chief Customer Officer
• Psychometric assessment

Puzzel Values

• Built on Trust –
  trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together –
  working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry –
  have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it's far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.