Customer Success Manager
About Kara Connect:
Kara Connect is a leading Nordic wellbeing platform on a mission to become the world’s leading hub for employee support. We are a truly international organisation with a head office in Iceland, a strategic hub in Dublin, and a growing team in the United Kingdom.
We value diversity of thought and a strong work ethic. If you are a team player who is ready to take total responsibility for your results and help us scale, we encourage you to apply.
About the role:
Kara Connect is hiring a Customer Success Manager (Iceland) who will be responsible for the onboarding, retention, and growth of our Nordic customer base. You will be the primary partner for HR Leaders and CEOs, helping them ensure their employees get the most out of their Kara Connect Wellbeing Hubs. You will report to Head of Corporate Accounts in the Customer Experience Team.
This is a high-ownership role for a proactive, commercially-minded professional who thrives on personal responsibility. We aren't looking for a reactive support agent; we need someone with a "High-Energy" mindset who can manage a portfolio of client accounts independently and drive measurable value.
If you are genuinely passionate about mental health, technically savvy, and ready to work hard in a fast-paced scaling environment, this role is for you.
Your Impact and Focus:
Portfolio Mastery: You will own the end-to-end relationship for 40–50 accounts, utilising HubSpot and reporting tools to ensure that no client is left behind.
High-Energy Proactivity: You don't wait for the phone to ring. You reach out, schedule regular business reviews, and identify issues or areas for improvement to help your clients.
Technical Troubleshooting: Act as the critical bridge between our customers and our dev team. You must be able to reproduce reported issues, clearly define bugs, and speak "developer" to ensure quick resolutions.
Value-Driven Growth: You will proactively advise HR teams on how to increase engagement and registrations and ensure that they’re getting maximum value from their Wellbeing Hub.
Intercultural Collaboration: As a fluent speaker of both Icelandic and English, you will work seamlessly between our Reykjavik headquarters and our international hubs (UK and Ireland), bringing a high-output work ethic to our global mission.
Local Market Growth: Beyond managing existing accounts, you will act as a key support for Sales in Iceland, providing local insights and assistance to help grow our footprint in the region.
How you’ll be successful:
Retention & Health: Maintaining high customer health scores and ensuring zero "preventable" churn across your accounts.
Engagement Growth: A measurable increase in employee registrations and other associated metrics within your assigned portfolio.
Technical Efficiency: Rapidly identifying and documenting bugs so the product team can deploy fixes with minimal back-and-forth.
The "Work Hard" Standard: Consistently meeting KPIs without the need for constant oversight, demonstrating a high level of personal accountability.
Compassionate Success: We don't just close tickets. Our aim is to help our users feel safe, heard, and supported, even in the smallest interactions. This requires a person that is patient and compassionate, has respect for all kinds of people in all kinds of situations, but who is also able to protect their own wellbeing.
- 2–4 years of experience in Customer Success/Account Management or high level customer support.(ideally in B2B SaaS or Employee Wellbeing).
- Language Mastery: Complete fluency in Icelandic and English is essential for this role.
- Technical & Analytical Aptitude: You enjoy the "detective work" of troubleshooting. You are comfortable navigating HubSpot and other tools to build reports and manage lifecycles.
- Adaptable Mindset: You can work comfortably with different business audiences, from small companies to large organisations, and are a team player who supports your colleagues.
- Intercultural Communication: You excel in working with clients and colleagues from different countries and cultures.
Why Kara Connect?
Mission-Driven Work: The opportunity to work in an organisation dedicated to enabling everybody to access the help they need, when they need it.
Competitive Remuneration: Competitive salary and benefits package including participation in the company’s Share Option Plan
Wellbeing First: Access to professional coaches and therapists through our own Kara Connect Wellbeing Hub.
Hybrid Flexibility: Enjoy a blend of remote work and collaborative office time at our Skipholt office (typically 2–3 days a week in-office).
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