Technical Customer Success Manager

Technical Customer Success Manager
London, UK | Copenhagen or Aarhus, Denmark | Stockholm, Sweden

About Puzzel 🔍

We're the AI-native customer experience platform built in Norway, trusted across Europe, and growing fast. For 25 years we've helped contact centres deliver faster, more human service — without the clutter or complexity. Today we're #1 in the Nordics, scaling rapidly in the UK and the Netherlands, with one ambition: become Europe's clear CX market leader.

Puzzel Values 🎯

• Built on Trust - our Nordic foundation. Customers, partners, and each other.

• Stronger Together - one team, one purpose, shared wins.

• Stay Hungry - we raise our game every day.

Why we’re proud🏆

• Frost Radar Innovation & Growth Leader in EMEA Customer Experience Platforms (2025)

• CX Awards 'Best Mid-Market Contact Center Platform' (2024)

• Flexa Top 25 for work-life balance, diversity and inclusion, pet-friendly companies and professional services (2026)

• Consistently high Glassdoor rating

• Mercer-benchmarked pay for equity and market fairness

• Puzzel doesn't just build AI for our customers — we’ve embraced it internally, adopting it across the business to work smarter and faster

Read more about us here.

What you'll do 🏡💻

We're looking for a Technical Customer Success Manager to join our Customer Success team. You'll combine the instincts of a great CSM with deep technical grounding: working out what is really going on inside a complex customer environment, then doing something about it.

You'll be the person who can sit with a customer's IT team, operations leader and CX Director and be credible with all three, while helping lift the product and technical capability of the wider Customer Success team. You'll work with leading Nordic and European organisations, supported by a structured onboarding to get you up to speed on the Puzzel suite.

• Lead technical discovery: Run structured discovery with business, operations and IT stakeholders, building a clear picture of each customer's configuration, workflows, integrations and dependencies.

• Diagnose what is really going on: Work out whether a barrier to value is adoption, training, process, configuration, integration or the platform itself, and gather the evidence before involving anyone else.

• Support complex customers: Act as the technical owner for customers who need sustained depth, and build measurable Success Plans that connect their goals to Puzzel capability and your technical findings.

• Know the product deeply: Demonstrate Puzzel across multiple products and advise customers on how configuration choices and product interactions affect their operational outcomes.

• Drive optimisation: Use usage, operational and technical data to find risk and inefficiency, run workshops across business, operations and IT, and own the programmes that fix what you find.

• Protect renewals and growth: Spot adoption, technical, stakeholder and commercial risk early, and give Account Management the context and evidence they need for renewals and expansion.

• Hand off well: When you involve Solution Architecture, Professional Services, Support or Engineering, bring a clearly defined problem and the investigation already done.

• Lift the team: Coach and enable Product CSMs, maintain the demo environments the CS team relies on, and report recurring technical themes to CS leadership and Product.

The must haves 💪

• Professional experience in a technically complex, customer-facing role, such as Solutions Engineering, Solutions Consulting, Technical Customer Success, Professional Services or implementation, within CCaaS, SaaS or telecoms.

• Strong working knowledge of contact centre concepts and operating models, including voice and routing (SIP/VoIP, IVR).

• A working understanding of CTI, CRM integrations, APIs and common SaaS integration patterns and dependencies.

• The ability to operate as a strong CSM, with advanced product expertise, confident demonstration skills and a record of driving customer outcomes.

• Experience leading technical or operational discovery independently, and diagnosing root cause across adoption, process, configuration and integration.

• Strong analytical skills and the ability to use product and operational data as part of diagnosis, not just reporting.

• The ability to explain technical topics clearly to non-technical stakeholders and engage credibly with customer IT teams.

• A proactive, independent, team-first approach, with sound judgement on where your expertise ends and specialist architecture or implementation begins.

• A track record of developing others through coaching, enablement or consistent knowledge-sharing.

• Excellent written and spoken English.

The nice to haves ➕➕➕

• Danish, Swedish, Norwegian or Dutch alongside English.

• A development or scripting background, or comfort reading code and working with APIs.

• Experience with contact centre or CX platforms.

The location

This role can be located in London, Denmark (Copenhagen or Aarhus) or Sweden (Stockholm), with the expectation of 2-3 days/week in the office.

What to expect from the interview process ❔

• Screening call with Talent Acquisition

• 1st interview with Hiring Manager

• Final interview: A technical case study presented to a panel from the Customer Success team.

Diversity & Inclusion 🌍

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

We're proud of our diverse, global workforce, but there's more to do. Our current gender split is 25% female to 75% male – in line with the SaaS average, but not where we want to be. Here's how we're improving it:

• Our C-suite has moved from 100% male in 2023 to a 5:3 male-to-female split today.

• Female hires grew from 23.6% in 2021 to 41% in 2024, dipping to 34% in 2025 — a trend we watch closely, but never treating as a tick-box exercise.

• We partner with Flexa, to compound our aspiration to attract a diverse talent pool.

• We work with state employment initiatives in Norway and Sweden on internship and apprenticeship routes, to help early-years talent into the workforce.

One Last Thing ☝🏻

Even if you're only a 75% match for this role, we still want to hear from you — this list is indicative, and skills can always be learnt.

We're unable to offer sponsorship for this role, so you'll need existing eligibility to work in the country you're applying to.

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