{"id":2303816,"url":"https://alion.io/job/basware-customer-success-manager-2","title":"Customer Success Manager","company":{"id":56690,"name":"Basware","domain":"basware.com","url":"https://alion.io/company/basware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobylon","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chandigarh, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":34000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1206},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T09:55:05Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-12T11:39:04Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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.\nThe 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.\nThe 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.\nRole Overview\nAs a Customer Success Manager, you will play a critical role in managing large, strategic, and global accounts, driving measurable business outcomes, and delivering exceptional customer value.\nYou will act as a trusted advisor at a strategic level, working proactively with customers to define and execute success plans, demonstrate ROI, and maximize the value of Basware solutions. The focus is not only on satisfaction but on ensuring customers are highly successful, deeply adopted, and continuously expanding their usage.\nRole Purpose\nOwn the success of strategic, high-value global customers, ensuring adoption and realization of business outcomes.\nAct as a senior individual contributor, independently managing complex customer landscapes and influencing stakeholders at all levels.\nDrive customer retention, renewals, expansion, and long-term partnerships through proactive engagement.\nServe as a thought leader and subject matter expert in SaaS, AP, and P2P processes.\nKey Responsibilities\n1. Strategic Customer Success Leadership\nDevelop and execute comprehensive success strategies for large, complex global accounts.\nCreate and manage high-impact success plans with clear business outcomes, KPIs, and measurable value.\nUse Customer 360 data, health metrics, AI-driven insights, and playbooks to drive proactive actions.\n2. Proactive Account Ownership (Strategic Accounts)\nAct as the primary point of ownership for strategic accounts, ensuring alignment with executive stakeholders.\nBuild and maintain C-level relationships, influencing decision-making and long-term roadmap alignment.\nIdentify risks early and implement mitigation strategies proactively.\n3. Adoption & Value Realization\nDefine and implement advanced adoption strategies tied to business value and ROI.\nContinuously track adoption, usage trends, and ROI realization using data and dashboards.\nWork closely with product, implementation, and support teams to optimize customer outcomes.\n4. Customer Health Management\nOwn and evolve customer health scoring frameworks for strategic customers.\nUse analytics, AI insights, and playbooks to drive continuous health improvement.\nProvide data-driven recommendations to customers and internal stakeholders.\n5. Renewal & Growth Leadership\nOwn renewal strategy and execution for strategic accounts.\nDrive upsell and cross-sell opportunities aligned with customer business goals.\nLead commercial conversations confidently with senior stakeholders.\n6. Global Collaboration & Leadership\nLead cross-functional collaboration across regions and global teams.\nAct as a central coordinator across Basware to deliver seamless customer experience.\nMentor and coach junior CSMs and contribute to best practice development.\n7. Innovation & AI-Driven Customer Success\nLeverage AI tools and data-driven approaches to enhance customer insights, predict risks, and identify opportunities.\nContribute to evolving modern Customer Success practices and methodologies within the organization.\n Experience\n5+ years of customer success, account management, or customer-facing SaaS experience.\n Minimum 3 years managing global enterprise customers (mandatory).\nProven experience managing large, strategic, or complex accounts.\nStrong experience in renewals, retention, and expansion revenue growth.\nExperience working in a global matrix organization with distributed teams.\nDemonstrated experience as a true individual contributor with high ownership.\nComfortable to work in EMEA shift hours.\nDomain & Technical Expertise\nStrong experience in SaaS environment.\nDeep knowledge of Accounts Payable (AP) and Purchase-to-Pay (P2P) processes.\nUnderstanding of technology adoption and change management at enterprise scale.\nExperience using AI, analytics, or automation tools to drive customer success outcomes.\nCore Competencies\nHighly proactive and strategic mindset.\nStrong ability to engage with senior and executive stakeholders.\nExcellent communication, presentation, and influencing skills.\nCommercial acumen with confidence in negotiations and revenue discussions.\nStrong analytical skills with ability to derive insights from dashboards and data.\nCoaching and mentoring ability to elevate team performance.\nEducation\nBachelor’s or Master’s degree required.","description_format":"text","description_chars":5212,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-10-11T22:04:23Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":22,"reasons":["conf:2","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/basware-customer-success-manager-2","json_url":"https://alion.io/job/basware-customer-success-manager-2.json","meta":{"generated_at":"2026-10-12T12:46:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19946,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":56690},"rest":"https://alion.io/mcp/rest/get_company?id=56690"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbasware-customer-success-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbasware-customer-success-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbasware-customer-success-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/basware-customer-success-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbasware-customer-success-manager-2"}]}