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Customer Success Manager 

Are you passionate about creating exceptional partner experiences, driving operational excellence, and leading a growing Customer Success function? Do you thrive in a role where you combine leadership, structure, and partner-centric innovation?

Cloud Factory is expanding our Customer Success organisation, and we are now looking for a Customer Success Manager (Team Lead) to take ownership of our partner experience strategy and lead the daily operation of our Customer Success and Onboarding team.

Your mission is clear: ensure a world-class partner journey, elevate our onboarding excellence, coach and develop the team, and strengthen the collaboration across Sales, Partner Care, and Product.

This role is based at our HQ in Esbjerg.

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Responsibilities

Customer Success Leadership & Team Development

Lead, coach and develop the Customer Success and Onboarding team.

Set clear goals, expectations and standards for partner communication, onboarding quality and knowledge sharing.

Build a strong, collaborative team culture with high energy, ownership and proactive partner engagement.

Ensure alignment with Sales leadership to create a seamless partner experience.


Partner Experience Strategy

Design and implement a structured, end-to-end partner experience strategy across all touchpoints.

Define formats, processes and documentation that ensure consistency, quality and scalability in partner interactions.

Gather feedback from partners and internal teams to continuously improve our customer journey.

Collaborate with Sales to ensure onboarding and partner engagement processes support pipeline visibility and conversion goals.

Onboarding Excellence

Own the onboarding framework for new partners, ensuring a professional, warm and efficient start to their Cloud Factory journey.

Oversee and manage the onboarding pipeline, ensuring visibility of partner activation stages, identifying bottlenecks, and aligning with sales planning for a seamless partner experience.

Ensure fast activation, clear communication, and that partners feel fully equipped to work with our solutions.

Develop and optimize onboarding guidelines, procedures and best practices.

Partner Relationship Management

Support the team in building strong, recurring relationships with partners — ensuring they feel heard, guided and connected.

Oversee structured check-ins and touchpoints with selected partner segments in collaboration with Sales.

Ensure that insights from partner conversations are shared internally and used to improve our offering.

Knowledge Sharing & Enablement

Ensure creation of clear, updated sales and partner documentation as a central knowledge hub.

Lead development of training materials, partner presentations, and “Partner Update” / “Talk of the Month” content.

Enable both internal teams and partners with relevant product updates, vendor knowledge and best practices.

Cross-Functional Collaboration

Work closely with Sales, Partner Care, Product and Marketing to align initiatives, share updates and strengthen partner value.

Support leadership with insights, reporting and suggestions based on partner trends and onboarding outcomes.Your qualifications

Your Qualifications

  • Documented leadership experience — you have previously led a team and are confident in coaching, performance management and building culture.

  • Experience as Customer Success Manager, Onboarding Lead, or similar role – ideally with leadership responsibility.

  • Strong partner-facing communication skills and the ability to motivate and inspire a team.

  • Experience in building structured processes, documentation and partner journeys.

  • Analytical mindset with experience in pipeline management and ability to identify challenges and drive improvements.

  • Knowledge of and prior experience with ITSM systems, preferably Atlassian, Jira.

  • Ability to bridge teams and create alignment across Sales, Customer Success and Product.

  • A proactive, structured and relationship-driven mindset.

  • Experience from cloud, SaaS or B2B partner-driven environments is an advantage.

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We offer

  • A key leadership role in a fast-growing cloud distributor with strong momentum.
  • The opportunity to shape our Customer Success function and build best-in-class partner experiences.
  • A collaborative culture with high energy, strong ambition and short decision-making paths.
  • Close cooperation with Sales, Product and Partner Care.
  • An international work environment with strong collaboration across borders
  • Multiple company events — including seasonal celebrations and partner-focused gatherings — that strengthen culture and connection.

Apply now

We are hiring on an ongoing basis, so apply as soon as possible. Use “Customer Success Manager + [Your Full Name]” as the subject line.

If you're ready to take the next step in your Customer Success leadership journey and play a central role in Cloud Factory’s growth, send your application and CV in English now. 

Cloud Factory values diversity and encourages all qualified candidates to apply, regardless of background, gender, or age.

Email your application

 

Any questions?

Please contact Stine Elkjær, Director of Customer Service, by phone +45 4314 6007

About us

We are a rapidly growing cloud distributor specializing in Microsoft and other leading cloud brands, exclusively serving B2B IT channel partners also known as Managed Service Providers (MSPs).  

We’ve developed a partner platform that streamlines cloud service management and improves operational efficiency for MSPs. 

We bring 'The Standard' to MSPs by offering an effective partner platform, automated billing, and 24/7 technical support to empower our partners.

Based on accelerated revenue growth, we have expanded from 15 to 75 employees since 2021.

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