Customer Success Manager

Job Description

The Basware Customer Success team is a global organization ensuring high-quality delivery and customer experience. Our Customer Success team works closely with our customers creating joint success plans, offering practical guidance to help customers achieve their goals, and allowing them to drive their business outcomes.

The team helps to demonstrate the return on investment and acts as a trusted advisor. It's not simply about making the customers content with our products or services, it's about ensuring they are delighted and getting the most out of what we offer.

The Customer Success team monitors adoption and health and focuses on helping customers use our products and services effectively. This approach is essential for retaining customers, increasing the value they get over time, and expanding their usage of our solutions. In a nutshell our Customer Success team ensures a healthy and mutually beneficial customer relationship.

We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our growing team. As a key member of our Customer Success organization, you will manage strategic enterprise customers globally, cultivating executive-level relationships, driving product adoption, and ensuring our customers achieve measurable value from their investment in Basware.

This role is ideal for a driven individual with a strong blend of sales, relationship management, and SaaS experience who thrives in fast-paced, complex customer environments.

Key Responsibilities :

• Own and manage strategic relationships with a portfolio of global, enterprise customers
• Partner with high-level customer stakeholders (VP and C-level) to align on goals, value realization, and long-term success strategies
• Lead value-based success planning, business reviews, and renewal / expansion discussions
• Identify and execute on opportunities for account growth and expansion, working closely with sales and cross-functional teams
• Confidently navigate complex, matrixed client organizations to ensure stakeholder alignment and sustained value delivery
• Act as a trusted advisor to customers, guiding them through product adoption and process optimization using Basware solutions
• Collaborate with Sales, Product, Marketing, and Services teams to advocate for customer needs and enhance the overall customer experience
• Deliver compelling presentations that communicate Basware’s value proposition and strategic impact to executive stakeholders
• Maintain a deep understanding of the customer’s business and industry to proactively identify success enablers and expansion opportunities

Skills & Requirements

Language skills : English mandatory, Swedish or German preferred