Customer Success Manager for Mobile App for Family Building

Join Us in Building the Future of Family Creation

Y factor is on a mission to turn private sperm donation into a safe, easy, and enabling experience. We aim to remove the barriers—cost, time, and impersonal feel—of traditional third party services with a streamlined, secure platform. We’re a young startup, fresh from completing our business plan, defining key markets, and mapping our product journey. With our app development in progress, we’re diving into launch strategy and need you to help give our users the best possible experience.

We are currently a small team of 4 people working on the project inhouse, assisted by 2 freelancers, but expect to grow to double the size within 2025. We value collaboration and social atmosphere as high as professional performance.

If you’re passionate about creating meaningful connections and helping others succeed, excited by the idea of building something that makes the world a better place, and love hands-on work and customer interaction, you might be exactly who we need.

About the Role

We’re looking for a Customer Success Manager to help us build a great user journey and onboard our initial users in the best possible way. As the first CSM in Y factor, you’ll play a key role in ensuring our users have an excellent experience on our platform. You’ll be the bridge between our users and the Y factor team, helping us provide the best service and continuously improve the platform based on user feedback.

As our CSM you will work independently to come up with and execute on tasks, but also in close collaboration with the team, our Growth Lead Karine, our Tech Lead Deyan, and our CEO Sofie, who you will report to. We offer a competitive salary based on qualifications and experience.

What you will do:

• Customer relations infrastructure: Own the CRM function from transactional e-mails, automatic e-mail onboarding flows, support ticketing system, FAQ, and everything in between.

• Inbound support: Act as the first point of contact for user inquiries, providing timely and empathetic support via email and chat, using automations and canned responses where relevant.

• User onboarding: Help onboard new users and guide them through the platform and help the team learn from your observations.

• Feedback loop: Collect and analyse feedback to identify trends and recommend improvements to enhance user experience.

• Quality assurance: Customer success is the glue between customers and our dev team, therefore our CSMs can do some of the best app testing. You will put on the hat of the customers and help us ensure the app offers a superior experience.

• Team Collaboration: Collaborate with development and marketing to implement user-driven changes.

• Community building: Support community engagement initiatives to build trust and loyalty among our users.

What success in this role looks like after 6 months:

1. High user satisfaction: You’ve gotten to know the app from A-Z and have become the trusted go-to person for users, building positive relationships and ensuring satisfaction.

2. Efficient problem solving: You’ve resolved user issues quickly and effectively. You know when to solve issues on your own and when you need to hand over more technical issues to the developers in an efficient way, contributing to high user retention rates.

3. Feedback loop in place: You’ve gathered actionable feedback from users and worked with the team to implement improvements that enhance their experience.

4. Seamless user onboarding: You’ve helped onboard new users seamlessly, ensuring they feel comfortable and confident using the app.

5. Engaging and supportive community: You’ve contributed to fostering an engaged and supportive community, aligned with Y factor’s mission and values.

About You

We're looking for a student/part timer based in Copenhagen, and we imagine you are pursuing a relevant degree (e.g., communication, business, psychology, or similar), who thrives working in startups, knows how to get things done efficiently and has an interest in our mission. The job is expected to require 15-20 hours weekly.

We are a small team and spend a lot of time together, so we also value personal chemistry very high. We don't care much about your degree, but we are very interested in learning about your previous work and seeing your skills in action!

What you must bring:

• 2+ years in Customer Success, preferably at a startup or similar fast-paced environment

• Strong interpersonal and communication skills, with fluency in English (Danish is a plus!).

• A natural problem-solver who can handle issues calmly and professionally.

• Availability to work 15-20 hours per week, with flexibility during busy periods.

How you must work:

• Pay attention to detail and ensure quality in all your work (e-mails, in-app notifications, support interactions, bug reports, etc.)

• Show excellent communication skills, keep the team in the loop, invite input and collaboration across departments where needed, flag risks and delays, and involve stakeholders to refine your work

• Show initiative and don’t wait for tasks to be assigned, no one will hand you a to do list. You bring new ideas to the table and and take ownership of executing them

• Understand the constraints of an early-stage startup (time, resources, structure and money). You can work smart while delivering impact, and proactively find solutions when you meet bottle-necks

• Show enthusiasm and proactivity, taking charge of tasks and execution, while knowing to ask when you need input/help, aim to be productive in your role rather than delegating, and taking accountability for results of your work

• Be open to feedback, value input, prioritise collaboration, and work as part of a team to find the best solution

• Based in the Copenhagen, Denmark area

Nice to have:

• Experience with B2C customer support, SaaS and mobile apps

• Ability to write compelling copy and design basic creatives

• Technical understanding (e.g., knowledge of analytics setup and maintenance, A/B testing tools, SEO) - enough to talk shop with our product team

• Familiarity with social, matchmaking or marketplace platforms

• Passion for startups, family-building, or creating positive social impact.

Why Join Us?

At Y factor, we're a team genuinely excited to create something meaningful. This role isn’t just about Customer Success; it’s about shaping an experience that could make a real difference in the life of people who enter the world of family planning.

Here, you’ll have the opportunity to build something from the ground up, shape our customer experience from day one, influence our product direction, and play a key role in our early-stage success.

What we offer:

• A chance to join the journey early on

• Great responsibility from day one, with fast professional growth and development

• International work environment

• Flexible work (when and where you want - be online for meetings and onsite whenever needed)

• Competitive salary and benefits - to fit your qualifications

• Laptop

• Central office (coming soon)

• A great team who are passionate about building something impactful

The Application process:

1. Please submit your application here on The Hub including: Your LinkedIn and answer a few questions

2. Intro call with our CEO Sofie to assess potential fit (30 mins)

3. Case interview with our team (1 hour)

4. Offer and reference check

5. Contract

We're excited to welcome a passionate CSM to help us create a platform that will positively impact many lives. If you're ready to take on this challenge and contribute to a meaningful cause, we'd love to hear from you!