About the Role & Team

As a Digital Customer Programs Manager for our Whistleblower Software (WBS), your mission is to empower customers to build transparent, compliant, and autonomous reporting cultures. You will be the bridge between complex regulatory requirements and seamless platform execution, ensuring that every customer, from SMBs to high-profile Enterprise accounts, derives maximum value from our solution.

Your core focus is enablement and scalability. You won't just answer questions; you will build the infrastructure (Help Center content, automated workflows, and playbooks) that allows customers to master the platform independently. You will manage the full pre and post-onboarding journey, driving high customer satisfaction through proactive support, conducting strategic touchpoints with key stakeholders, and securing long-term partnerships through seamless annual renewals.

Success in this role means transforming a compliance obligation into a high-value internal asset for our customers, evidenced by deep platform adoption, high retention rates, and a self-sustaining customer ecosystem.

What you will do

• Customer Onboarding & Enablement: Lead the transition from sales to active usage, guiding new customers through setup and ensuring they are fully equipped to manage the platform autonomously; always with tech-enabled and digital CS methodologies in mind.

• Scalable Onboarding and support Infrastructure: Analyze recurring customer pain points to create a Digital Onboarding Journey from high-quality video guides, Help Center articles, and documentation that minimizes time-to-value and promote self-service.

• Strategic Relationship Management: Maintain a recurring cadence of touchpoints with high-profile clients to align the platform with their evolving compliance needs and internal reporting structures.

• Digital Renewal Strategy & Systems: Build digital-first renewal processes and health scoring models to flag risks; leverage data and technology to ensure scalable year-over-year retention.

• Problem Analysis & Solution Design: Act as a secondary level of support for complex inquiries, diagnosing root causes and collaborating with Product teams to implement long-term fixes.

• Voice of the Customer: Systematically collect and funnel customer feedback into the product roadmap to ensure WBS remains the most user-centric whistleblowing solution on the market.

• Continuous Improvement: Design and refine CS playbooks to improve the overall customer journey.

What you bring

• Experience: Previous experience with building digital customer programs, product marketing, customer marketing etc. and/or any previous background in Customer Success, Account Management, or Customer Support, ideally within B2B SaaS.

• Content Creation Skills: Ability to translate technical processes into clear, engaging, and easy-to-follow documentation or video content.

• Analytical Mindset: You don't just solve a problem once; you look for the pattern and find a way to prevent it from happening again.

• Operational Proactivity: A "builder" mentality - you enjoy creating processes, playbooks, and structures where none exist.

• Language: Fluency in English and a strong preference for Italian language proficiency.

Metrics you will be working with

• Enablement Efficiency: build a digital onboarding journey. Reduction in repetitive support tickets through improved Help Center coverage and self-service adoption.

• Onboarding Velocity: Time-to-value for new customers joining the platform.

• Retention & Renewals: Gross Revenue Retention (GRR) at scale.

• Customer Satisfaction: CSAT and NPS scores across the WBS portfolio.

• Account Health: Percentage of "Green" accounts based on activity, feature adoption, and engagement levels.

What do we offer you?

• Thorough pre- and onboarding to set you up for success

• A culture of ownership, trust, and independence with the support you need

• Continuous development through bi-annual growth talks and weekly check-ins

• Great benefits, including lunch, health insurance, and social events

• A strong team spirit where we celebrate wins and enjoy time together across offices

• Our annual Global Summit, where the whole company meets and connects

Practicalities

• Salary: 45.900 - 47.900 DKK

• Office location: Aarhus office (Kannikegade 4, 8000 Aarhus) or Copenhagen (Skelbækgade 2, 2nd floor, 1717 Copenhagen V)

Our salary levels are directly linked to our structured career framework, which includes regular performance reviews. As you build skills, take on new responsibilities, and progress in your role, your salary grows with you. Our framework makes development clear and transparent, so you always know what the next step looks like.

Our recruitment process

• Send your application and upload relevant information

• 30 minutes online interview with our Talent Acquisition team

• 30-minute online interview with our CCSO

• Completion of Personality Assessment & Case Presentation

• 60 minutes in-person final interview with our CCSO and other relevant stakeholders

About Formalize

Formalize is a tech company founded in 2021 with offices in Aarhus, Copenhagen, Milan, and Madrid. Currently, we are a team of +170 people from 19 nationalities operating in multiple European markets and are one of the fastest growing SaaS scale-ups. We thrive on ambition, deliver impact through pragmatism, and embrace passion and honesty. We are celebrating our wins, learn from our mistakes, and grow together as a team.

Our journey began within the whistleblowing compliance sector, highlighted by the award-winning Whistleblower Software by Formalize, laying the foundation of our success story. Now, we have extended our expertise to a larger compliance universe, including data compliance, risk, and privacy. Our Formalize product helps companies to effortlessly navigate and stay ahead in the ever-changing landscape of compliance. Our platform adapts to regulatory changes, continuously adapting to meet and foresee the evolving needs of our users, ensuring businesses remain compliant and confident in their operations.

Still curious? Read more about us here: About Formalize.

Ready to apply?

We will hold interviews and hire on an ongoing basis. For more information or questions, please contact the responsible recruiter in the Talent Acquisition team. Apply now with your resume and other relevant information through our Career Page. We look forward to seeing your application!