Customer Success Manager
Help the world’s biggest brands succeed during peak traffic. Join Queue-it as a Customer Success Manager and build strong customer partnerships across EMEA in a global SaaS scale-up.
Position, purpose & impact
As a Customer Success Manager at Queue-it, based in our Copenhagen headquarters, you play a key role in building and maintaining strong, long-term relationships with customers across the EMEA region. You are responsible for helping customers succeed with our platform, ensuring they realize clear value and achieve their goals during their busiest online moments.
Acting as a trusted partner, you combine customer advocacy with commercial focus, driving retention, renewals, and expansion within your portfolio. You work closely with colleagues across Customer Success, Sales, Product, Technical Engagement, and Support to deliver a seamless customer experience. This role reports into the Head of Customer Success and has a direct impact on customer satisfaction, loyalty, and recurring revenue.
Your toolkit
Education
A relevant educational background is an advantage, but practical experience is equally valued.
Experience
2–5 years of experience in Customer Success or a similar client-facing role.
Experience working with revenue targets, renewals, and commercial outcomes.
Background in SaaS and/or the IT industry is strongly preferred.
Experience with government contracts is a plus.
Skills
Strong written and verbal communication skills in English.
Ability to communicate confidently with stakeholders at all levels, including C-suite.
Data-driven mindset with experience using SaaS metrics such as NRR, churn, usage data, and NPS.
Comfortable managing a full customer lifecycle from onboarding to renewal and expansion.
Fluency in Spanish, French, or Italian is a strong plus.
Experience with or openness to being coached in MEDDPICC.
The role in action
Respond to customer inquiries via our support channels, providing timely and effective solutions.
Act as a trusted advisor, helping customers maximize value from the Queue-it platform.
Monitor customer health through usage data, NPS, and other indicators to proactively identify churn risks and growth opportunities.
Develop and execute retention and expansion plans in close collaboration with the Head of Customer Success.
Own or support the renewal cycle, ensuring smooth and timely contract renewals across your accounts.
Conduct regular check-ins and QBRs to demonstrate ROI, align on goals, and strengthen partnerships.
Collaborate cross-functionally with Sales, Product, Technical Engagement, and Support to advocate for customer needs.
Maintain high data quality in CRM systems and contribute to reporting and insights.
Document and share best practices, playbooks, and customer learnings to strengthen the Customer Success team.
Why join the Queue
In this role, you will be working from our Vesterbro office in Copenhagen – Queue-it’s largest office and global headquarters. The office is designed to support both collaboration and focus, with open workspaces, quiet rooms, and areas dedicated to deep work. You’ll also find a ping pong table, foosball, and regular social activities that bring colleagues together.
At Queue-it, you’re trusted to work in a way that suits you best, supported by a strength-based approach and a flat hierarchy inspired by Danish work culture. You’ll be part of a global, collaborative environment with colleagues from 40+ nationalities, where diverse perspectives are valued and teamwork across cultures is the norm. We prioritize professional growth, open dialogue, and creating a strong sense of community. Daily snacks, fresh fruit, great coffee, and access to a subsidized canteen in the building are all part of the experience.
What we’re about
At Queue-it, we help some of the world’s biggest brands like Ticketmaster, Sky Mobile, Hermes and Peach Aviation navigate their busiest days with confidence. Our virtual waiting room technology keeps websites running smoothly during high-traffic events – creating fairer and more reliable online experiences for billions of users.
But we’re more than just software. We’re a global team representing 40+ nationalities across Denmark, the U.S., South Korea, Australia, and Japan. We believe in the power of trust – not only in the digital experiences we protect, but in the culture we build together.
We take a strength-based approach to work, encouraging people to do what they do best and supporting them to thrive. You’ll join a supportive, collaborative environment that values individuality, learning, and connection. And yes – we like to have fun too. From regular social events and celebrations to cultural and learning initiatives, we make time to connect and enjoy the Queue.
We are empowered by trust and strengthened by people.
- Department
- Customer Experience & Solutions
- Role
- Customer Success Manager
- Locations
- Copenhagen - DK
- Employment type
- Full-time
- Language
- English