Customer Success Specialist

Customer Success Specialist Location: Malmö | Full-time Would you like to help schools, students, and individuals maximize the value of a product that truly makes a difference? Imvi Labs develops digital training that improves visual attention, focus, and reading ability. Our solutions are currently used by schools, individuals, and opticians in several countries, and we're growing rapidly. We're now looking for a Customer Success Specialist who wants to ensure our customers succeed—from first onboarding through follow-up and ongoing collaboration. About the Role This is not a traditional support role; the focus is on creating successful customers, building long-term relationships, and developing our processes. You'll be the primary contact for customers throughout their entire journey and work closely with sales, the product team, and colleagues to ensure a high-quality customer experience. The role primarily covers schools, but also includes private customers, and to some extent opticians and their patients, as well as research partners. During certain periods, especially around school term starts, travel to support new schools on-site may be required. Your Responsibilities Onboarding · Plan and conduct onboarding together with the sales team. · Ensure customers have a secure and professional start. · Work in our internal systems for order management, delivery, and customer administration including supply (including Shopify, 3PL, Teachers Admin, and related tools). · Travel to schools as needed to support implementation. Customer Success · Be the primary contact for customers throughout the collaboration. · Build long-term relationships and ensure customers achieve desired results. · Plan and follow up on assessments and analyze and communicate results and recommendations. · Gather customer feedback and relay it to the product team to contribute to product development. · Identify improvements in the customer journey and develop processes that scale as we grow in new markets. Follow-up and Ongoing Collaboration · Conduct follow-up meetings and present results. · Monitor customer experience and identify opportunities for expanded collaboration. Customer Service and Internal Support · Handle support matters requiring personal contact via email, chat, phone, or digital meetings. · Collaborate with team members to resolve customer issues. · Support the sales department with customer communication, mailings, and administrative tasks when needed, and attend trade shows. Who Are You? You are driven by helping others succeed and have a natural ability to build trust. You are attentive, solutions-oriented, and comfortable in a role that combines customer contact with structure and personal responsibility. We believe you: · have excellent Swedish and English skills, both spoken and written · have a valid driver's license (Category B) · are self-driven and organize your work efficiently · learn new digital tools and systems easily · are thorough, communicative, and maintain a professional demeanor · enjoy collaborating while also taking significant personal responsibility · like improving processes and creating structure. Desirable Experience · Experience in Customer Success, customer service, project work, or account management. · Experience with Shopify or similar administrative systems. · Experience with order management or logistics flows including customs and VAT. · Experience from schools, EdTech, or the education sector. · Experience with CRM systems and AI-based work tools. Why Imvi? At our company, you'll work in a growing organization where research, technology, and social impact meet. You'll have significant personal responsibility, short decision-making processes, and the opportunity to influence how we develop both customer experience and our work processes. Additionally, your role will help lay the foundation for how Customer Success is built as Imvi expands to new markets.

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