Senior Customer Success Manager

<p><strong><i>Ready to join the clear market leader and help pioneer the future of Invoice Lifecycle Management?</i></strong></p> <p><i>If you're excited by growth, inspired by innovation, and want to be part of a company with a strong integrity and a supportive, value-driven culture, this is your opportunity to join the team that’s taking Invoice Lifecycle Management to new heights—and reshaping the future of finance.</i></p> <p><i>At Basware, we didn’t just create the electronic invoice—we revolutionized how the world’s largest organizations manage, automate, and control their Accounts Payable operations. Basware has already processed over $10 trillion invoices—ensuring tax compliance, eliminating errors, and preventing fraud in jurisdictions across the globe.</i></p> <p><i>Recognized as the #1 solution in our category by top analyst firms like Gartner, Forrester, and IDC, Basware is trusted by more than 6,000 customers worldwide—including many of the most iconic global brands. We’re proud to support their finance teams with mission-critical SaaS software that delivers clear and compelling value to CFOs and their organizations.</i></p> <p>As a <strong>Senior Customer Success Manager</strong>, you will be part of the Basware Customer Success organization <strong>focused on our VIP accounts</strong>. The role of Customer Success is to provide services that help Basware customers adopt, optimize, and accelerate the benefits of their Basware solutions and services.</p> <p>This hybrid position is to join our team from our Espoo location and will involve you working with named VIP customers, from multiple sectors and typically on a global scale, to ensure they are getting the most business value out of their investment in Basware.</p> <p>The person we are looking for will need to have a strong focus and passion for driving adoption, customer retention, customer satisfaction and be comfortable playing a leading role when coordinating across Basware to deliver on success and improvement plans. You will also be comfortable speaking with all customer contacts at all levels, from AP teams to the C suite.</p> <p><strong>Key tasks &amp; responsibilities:</strong></p> <p><strong>Develop and implement strategies for customer success</strong></p> <ul><li>Create, maintain, and implement achievable customer success plans at any stage of the customer lifecycle. Continuously monitor, measure, guide and align both customer stakeholders and others within Basware to ensure tangible business outcomes are achieved and can be a reference</li></ul> <p><strong>Act confidently as a networked purchase-to-pay practitioner and trusted advisor</strong></p> <ul><li>Be able to continuously collect and provide both customers and others within Basware valuable guidance on best practice, industry trends and relevant benchmarks. Develop trusted relationships, including at the c-level, and engage to influence.</li></ul> <p><strong>Ensure successful ramp-up and adoption of Basware solutions and services</strong></p> <ul><li>Provide guidance and steering decisions to the Basware and Customer implementation teams to ensure agreed upon business outcomes are met and/or mitigation strategies are activated.</li><li>Create, implement, and measure user and supplier adoption strategies linked to customer’s business outcomes. Actively measure adoption to identify and pursue opportunities. Work with customers and across internal teams, including product owners, to improve solutions and services and meet adoption objectives</li><li>Identify opportunities where the customer would benefit from the use of additional Basware products. Work with the Sales teams in positioning the value and closing the sale of add on products and services</li></ul> <p><strong>Manage operational activities to ensure success</strong></p> <ul><li>Accountable for the successful delivery of success and service improvement plans, working both cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner and to optimize the customer experience</li><li>Deliver services designed to drive customer success, including workshops, coaching, and profiling customer’s maturity across sourcing, procurement, and finance to identify opportunities.</li></ul> <p><strong>Deliver and support the development of success services</strong></p> <ul><li>Contribute to refining existing or develop new methodology, frameworks, and tools based on experience, research, and analysis.</li></ul> <p><strong>Cross collaborates with the Basware Sales teams</strong></p> <ul><li>Identify and create opportunities to grow the Basware pipeline</li><li>Own the account in terms of renewals and upsells and actively drive these</li></ul> <p></p> <p>To thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within a SAAS environment. Experience in Finance, procure-to-pay software systems and/or enterprise software applications, wil