Customer Success Manager

Purpose of the role

At ChronosHub, we build the infrastructure that modernizes scholarly publishing. Our platform connects people, systems, and workflows into one unified hub, helping publishers operate more efficiently, adopt new business models, and deliver a better experience for their authors, reviewers and admins.

As a Customer Success Manager, you ensure our publishing customers are successfully onboarded, enabled, and confident in their ongoing use of the ChronosHub platform. Your focus is to maximize customer value and satisfaction, support long-term adoption, and turn customers into strong advocates and ambassadors for ChronosHub.

Key responsibilities

• Be the main contact for our publishing customers, keeping communication open and productive.
• Hold regular check-ins, status meetings, and QBRs to ensure things are running smoothly, and that we’re aligned with customers’ goals and strategy.
• Help customers get the most out of the platform through training and guidance.
• Provide ongoing customer enablement through training, upskilling, and best-practice guidance to support effective and sustained use of the platform.
• Work with the implementation team to get customers set up and off to a strong start.
• Act as the voice of the customer internally by working with Product, Engineering, and Support to address customer needs, manage escalations, and feed structured insights into product development.
• Spot opportunities where customers will benefit from additional services and work with Sales to upsell.
• Build genuine, long-term relationships with key people at customer organizations to turn them into ChronosHub advocates.

What you bring

• Proven experience in a customer success role within SaaS or technology.
• Exceptional verbal and written communication skills; comfortable delivering training sessions and workshops to diverse audiences.
• Strong analytical skills to monitor usage, identify opportunities, and resolve issues proactively.
• Proven track record of working cross-functionally with product, engineering, and commercial teams.
• Passion for building relationships, driving adoption, and ensuring customer satisfaction and loyalty.
• Organizational skills to manage multiple accounts, training schedules, and implementation timelines effectively.
• Love of a fast-paced scale-up environment; curious, proactive, and collaborative.
• Ability to quickly learn and explain platform features; familiarity with digital workflows and publishing ecosystems is a plus.
• Hands-on experience within scholarly publishing is considered a strong advantage.

Reports to: Anders Juul, VP Commercial