Customer Success Manager

Job title:

Customer Success Manager

Company

LeadDesk

Job description

Are you ready to thrive as a Customer Success Manager in a fast-growing AI SaaS company?Nice to meet you! I’m from LeadDesk’s Talent Team. Together with our Director, Customer Success , we’re excited to grow our Customer Success team.As a Customer Success Manager (AI), you’ll play a key role in helping our customers unlock the full value of our AI platform. You’ll build strong relationships, drive adoption, and use your technical know-how to consult and guide our clients to success.Join us at our Helsinki Kallio office and contribute to our journey of transforming customer engagement with AI.What’s in it for you?Be at the forefront of innovation – Play a key role in shaping how AI is redefining customer success at a fast-growing SaaS company. Contribute to delivering real impact to our customers and help build the future of intelligent customer engagement.Make an immediate impact and grow with us – From day one, you’ll have the opportunity to drive results and support customers across Europe with our AI-powered solutions. We’re looking for someone with the curiosity, drive, and eagerness to grow alongside us.Thrive in a collaborative and supportive team culture – Join a hands-on, solution-oriented team that values knowledge-sharing, problem-solving, and celebrating wins-whether it’s through team lunches, after-work gatherings, or daily successes.

• Flexible and hybrid work setup – Enjoy a work-life balance with flexible hours and a hybrid model-3 days a week at our Helsinki office.
• Get the best of both worlds: the reliability of an established organization and the dynamic energy of a fast-moving tech environment. LeadDesk is a publicly listed SaaS company that builds its own cutting-edge technology and thrives on innovation.

• Truly international vibes: Collaborate with colleagues from 27 nationalities across 8 countries.

What you’ll be responsible for

• Customer Relationship Management

• Act as the primary point of contact for a portfolio of small to mid-sized (S-M segment) customers with

€3000 MRR. * Build and maintain trusted relationships with key stakeholders, including C-level executives and decision makers.

• Conduct Quarterly Business Reviews (QBRs) with XL and Top 20 customers to review performance, realign goals, and drive engagement.

• Customer Onboarding and Value Realization

• Lead the post-sale transition, onboarding, and training for new customers, especially those with

7 agents. * Ensure successful product adoption by aligning with customers on goals and KPIs.

• Educate customers on best practices and product features to accelerate time-to-value.

• Retention, Growth, and Commercial Expansion

• Own monthly targets for churn, retention, and account growth.
• Identify and execute upsell, cross-sell, and renewal opportunities in collaboration with Sales, Marketing, and PCS.
• Use a data-driven approach and QBRs to promote expansion and increase customer lifetime value.

• Customer Advocacy and Engagement

• Actively champion customer needs and provide ongoing value throughout the customer lifecycle.
• Monitor product usage and feedback to ensure satisfaction and improve the customer experience.
• Foster high NPS and customer loyalty through regular communication and consultative support.

• Cross-Functional Collaboration

• Partner with internal teams-Product, Engineering, PCS, Sales, and Support-to resolve issues and influence product enhancements.
• Provide structured feedback to the Product team and collaborate to shape roadmap decisions that align with customer needs.

• Performance and Activity Metrics

• Maintain a cadence of 5-10 meetings per week with assigned customers.
• Deliver structured QBRs for all XL and Top 20 customers.
• Track and report on key success metrics and customer health scores.

• Technical and Analytical Proficiency

• Understand and explain concepts related to SaaS, APIs, chatbots, and AI-based automation.
• Use CRM and analytics platforms (e.g., Salesforce, HubSpot) to manage account activity and customer insights.
• Interpret product usage data to guide decision-making and customer conversations

This is where the match happensMust-haves:

• 2-4 years of experience in Customer Success, Account Management, Technical Support, or Project Management, ideally in a SaaS, AI, or tech-driven environment
• Strong communication and listening skills that help you understand customer needs and simplify complex concepts
• Proven ability to manage multiple accounts or projects, keeping customers on track and on time
• A passion for customer advocacy – you’re energized by seeing your customers succeed and love working toward high NPS and engagement
• You’re comfortable discussing technology: API, SaaS, chatbot, conversational AI aren’t just buzzwords to you
• A commercial mindset – you recognize upsell and expansion opportunities and are confident leading renewal and value discussions
• Hands-on and proactive – you thrive in a dynamic environment and take initiative to improve processes and outcomes
• Fluent in Finnish and English (written and spoken)

Nice-to-haves:

• Experience in AI-based or automation solutions, especially in customer engagement or contact center domains
• Familiarity with tools such as CRM systems, analytics dashboards, or support platforms (e.g., Salesforce, HubSpot, Zendesk, etc.)
• Background in tech onboarding, training, or user adoption programs
• Comfort with data interpretation to guide customer decisions and improve product usage
• Experience writing scripts for chatbots, automation flows, or customer engagement scenarios
• Any other European language is an advantage.

Practicalities:

• Location: Helsinki HQ office
• Work permit in Finland: Required
• Start date: As soon as possible
• Working hours: Full-time
• Employment period: Permanent

What’s nextApply today because we can’t wait to meet you!Please submit your application by 10th July, 2025, at the latest. Please note that we process applications and proceed with recruitment for suitable candidates during the application period, so please act quickly.For more information, please reach out to Shweta from the Talent team by email: ext-shweta.malhotra (at) leaddesk.com.About LeadDeskAt LeadDesk, our purpose is to simplify human connections between organisations and people across Europe. Every year, our AI-powered platform connects more than 500 million customers with call center agents.When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1.We welcome people from all backgrounds and walks of life, which is reflected in our diverse community of Leaders. As an employer, we’re committed to providing equal opportunity for all employees and applicants.

Expected salary

Location

Helsinki

Job date

Thu, 07 Aug 2025 04:25:05 GMT

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