{"id":1834542,"url":"https://alion.io/job/payload-website-template-customer-success-manager-2","title":"Customer Success Manager","company":{"id":2282815,"name":"ACEVE","domain":"aceve.com","url":"https://alion.io/company/aceve","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vantaa, Finland","Tampere, Finland","Linköping, Sweden"],"countries":["FI","SE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":44000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-14T13:29:55Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-25T00:14:47Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.\nRole Purpose\nThe Customer Success Manager - Finland is responsible for ensuring that new customers\nsuccessfully adopt and realize value from our products from the very beginning of their customer journey. The primary focus of the role is to implement and onboard new customers, acting as the bridge between the customer, our products and our internal teams. The Customer Success Manager owns the implementation journey from initial handover through successful go-live and early adoption, ensuring that customers are set up for long-term success.\nAs the Finnish customer base and ways of working mature, the role will gradually expand to include responsibility for ongoing customer success and relationship management of existing customers, including adoption, engagement, customer health and retention.\nThis is a role for someone who is comfortable working in a changing and evolving environment. We are delivering to customers while simultaneously building our processes, ways of working and customer success organization. The successful candidate therefore needs to be able to operate with structure and ownership while also being comfortable with ambiguity, change and continuous improvement.\nThe Customer Success Manager - Finland will play an important role in not only delivering a great customer experience, but also in helping us build how Customer Success should work in Finland.\nKey Responsibilities\nNew Customer Implementation & Onboarding:\nOwn the implementation and onboarding journey for new Finnish customers from handover through go-live and initial adoption.\nAct as the primary customer contact throughout the implementation phase.\nUnderstand the customer's business, goals, processes and needs and translate these into a successful implementation plan.\nPlan and coordinate implementation activities, timelines, meetings, training and follow-ups.\nGuide customers through configuration, setup, change and adoption of the product.\nEducate and enable customers to become confident and self-sufficient users.\nIdentify risks, dependencies and potential challenges early and proactively manage them.\nCoordinate with internal teams such as Sales, Product, Support and other relevant functions to ensure a seamless implementation.\n\nEnsure a structured handover from Sales into Customer Success and, where relevant, from implementation into ongoing customer management.\nMonitor customer progress, engagement and adoption throughout the onboarding journey.\nEnsure customers reach agreed milestones and successfully realize initial value from the\nproduct.\nCustomer Success & Existing Customers\nAs the Finnish customer base grows, the role will progressively expand into ongoing Customer Success responsibilities:\nBuild and maintain strong, trusted relationships with existing customers.\nDrive product adoption and ongoing value realization.\nProactively monitor customer health, engagement and usage to identify risks and opportunities.\nDevelop and execute success plans based on customer goals and desired outcomes.\nConduct regular customer touchpoints and proactively identify areas where customers can gain additional value.\nAct as the customer's advocate internally and communicate customer needs, feedback and insights to relevant teams.\nSupport retention and renewal activities in collaboration with Account Management and the broader Customer Success organization.\nIdentify opportunities for increased adoption and account growth and ensure these are\nappropriately communicated to Account Management.\nHelp customers navigate product changes, new functionality and evolving ways of working.\nBuilding Customer Success in Finland\nContribute to building and continuously improving the Customer Success operating model in Finland.\nDevelop and improve implementation processes, templates, documentation and ways of\nworking.\nIdentify recurring customer challenges and opportunities to improve the customer journey.\nShare customer insights and feedback to influence product and process improvements.\nHelp establish scalable and efficient ways of onboarding and supporting Finnish customers.\nContribute to the development of best practices and knowledge within the wider Customer Success organization.\nBe comfortable testing, learning and iterating as the organization and processes evolve.\nSuccess Measures\nThe role will initially be evaluated primarily on successful implementations and customer adoption, with success measures evolving as the role takes on a larger existing-customer portfolio.\nQuantitative Measures\nImplementation / onboarding completion rate\nTime to go-live\nTime to first value\nCustomer adoption rate\nCustomer Health Score\nProduct usage and engagement\nCustomer satisfaction / NPS\nRetention and churn, as the role expands into ongoing Customer Success\nRenewal outcomes, in collaboration with Account Management\nQualitative Measures\nQuality and consistency of customer implementations\nStrength of customer relationships\nQuality of communication and stakeholder management\nCustomer confidence and independence following implementation\nAbility to identify and resolve implementation risks proactively\nContribution to improving processes and ways of working\nAbility to build strong internal relationships and collaborate cross-functionally\nContribution to the Customer Success team's knowledge base and best practices\nRequired Competencies & Skills\nCustomer & Implementation Skills\nStrong customer-facing and relationship-building skills.\nExperience managing onboarding, implementation, projects or customer journeys.\nStrong project coordination and organizational skills.\nAbility to understand customer needs and translate them into practical actions.\nAbility to guide, educate and challenge customers when appropriate.\nStrong problem-solving and critical-thinking abilities.\nComfortable managing multiple customers and implementation projects simultaneously.\nAbility to communicate clearly with different stakeholders and adapt communication to the audience.\nTechnical & Analytical Skills\nComfortable working with CRM and customer success platforms.\n\nAbility to understand product usage and customer data and use insights to identify risks and opportunities.\nComfortable learning new software and technology.\nUnderstanding of SaaS implementation and onboarding processes is an advantage.\nBasic data analysis skills and the ability to work with customer success metrics.\nBehavioral Competencies\nAdaptable and comfortable with change\nYou thrive in an environment where not everything is already defined. You can work effectively while processes, products and responsibilities continue to evolve.\nBuilder mindset\nYou don't just follow processes - you identify what is missing, suggest improvements and help build scalable ways of working.\nCustomer-centric\nYou genuinely care about helping customers succeed and are able to balance customer needs with business objectives.\nStructured and organized\nYou create structure for yourself and for customers, even when the surrounding environment is changing.\nProactive and solution-oriented\nYou identify problems before they become issues and take ownership of finding solutions.\nCollaborative\nYou work effectively across Sales, Product, Support, Account Management and Customer Success.\nResilient\nYou are comfortable with ambiguity, changing priorities and periods of high activity without losing focus or quality.\nCurious and eager to learn\nYou are interested in understanding the product, the customer's business and the industry, and continuously develop your knowledge.\nExperience & Education\nRequired Experience\n2-5 years of experience in a customer-facing role such as Customer Success, Implementation, Project Management, Account Management, Consulting or a similar role.\nExperience working directly with customers and managing projects, onboarding or\nimplementation processes.\nDemonstrated ability to manage multiple priorities and stakeholders.\nPreferred Experience\nExperience from SaaS or software companies.\nPrevious experience in implementation, onboarding or Customer Success.\nExperience working in a fast-growing or changing organization.\nExperience from the construction and trades industry.\nExperience working with CRM, customer success or analytics platforms.\nExperience working with Finnish customers or in the Finnish market.\nEducation\nRelevant post-secondary education or equivalent professional experience.\nDecision-Making & Scope\nAutonomy\nWorks with a high degree of independence while being supported by the Head of Customer Success / Manager, Customer Success and relevant partner teams.\nOwns the operational delivery of customer implementations within agreed frameworks.\nIs responsible for identifying risks, coordinating stakeholders and ensuring customers progress toward successful go-live.\nMakes day-to-day decisions regarding implementation planning, customer communication and prioritization.\nEscalates complex product, commercial or contractual matters to the appropriate internal team.\nAs the role evolves, takes increasing ownership of the ongoing customer relationship and\ncustomer success journey.\nCollaboration Model\nThe Customer Success Manager works closely with:\nSales: for customer handover, expectations and implementation context.\n\nAccount Management: for commercial matters, account growth and, as the role evolves,\nrenewals.\nProduct: to communicate customer feedback, product needs and implementation challenges.\nSupport: to ensure customers receive effective support during and after implementation.\nCustomer Success: to align on processes, customer health, adoption and best practices.\nImpact\nThe Customer Success Manager - Finland has a direct impact on the success of our Finnish market by ensuring that new customers receive a high-quality implementation and reach value quickly.\nThe role is particularly important in the early stages of the Finnish customer journey, where a successful implementation creates the foundation for adoption, satisfaction, retention and long-term customer value.\nBeyond individual customers, the role has a broader impact by helping us build a scalable Customer Success and implementation model for Finland.\nThe successful candidate will therefore not only ask:\n“How do we successfully implement this customer?”\nbut also:\n“How can we make the next implementation better, faster and more scalable?”\nThis combination of customer ownership, implementation expertise and builder mentality is essential to succeeding in a company where we are delivering while simultaneously building.\nNot ticking every box? No worries! We value potential and drive, so apply anyway or connect with us- you might be just what we're looking for in our growing organisation! Join Aceve and take your expertise to the next level, together we are redefining what’s possible in craft and construction solutions!\nAceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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