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Team Leader, Customer Success

  • Applications are considered on a rolling basis
  • Chandigarh
  • Hybrid
  • Applications are considered on a rolling basis
  • Chandigarh
  • Hybrid

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 & successful adoption of Basware solutions and services to reach desired business outcomes.

We’re seeking a passionate and results-driven Team Leader, Customer Success to guide and inspire our team of Customer Success Managers. In this role, you’ll act as both a leader and mentor, ensuring your team delivers outstanding customer experience, drives customer retention, and fosters long-term partnerships. If you are ready to make a significant impact and lead a team dedicated to customer success, we want to hear from you!

Responsibilities:

  • Team Development: Foster a high-performing team culture that delivers exceptional customer experiences through effective coaching, collaboration, and empowerment.
  • Employee Lifecycle Management: Oversee all aspects of the employee lifecycle, including recruitment, goal setting, performance evaluations, professional development discussions, retention strategies, and offboarding processes.
  • Personal Development Support: Actively support team members' personal and professional growth by recognizing achievements, celebrating successes, and constructively addressing performance challenges.
  • Strategic Customer Engagement: Guide the team in creating comprehensive Value Success Plans for customers, focusing on solution adoption and optimization strategies that align with customer business objectives. Review and refine customer success plans to ensure they are actionable, measurable, and outcome-driven & provide strategic insights on complex or high-value accounts.
  • Customer Health Monitoring: Oversee the systematic tracking of customer health metrics to ensure proactive interventions that enhance customer satisfaction. Analyze trends in health scores across the portfolio and implement strategies to address any systemic issues.
  • Revenue Growth Opportunities: Collaborate with the team to identify and pursue upselling and cross-selling opportunities, leveraging insights and strategies to convert these prospects successfully.
  • Retention Strategy Leadership: Lead initiatives to improve customer retention rates by identifying at-risk accounts and developing effective mitigation strategies.
  • Renewal Management: Monitor renewal pipelines and guide the team in executing effective strategies that facilitate seamless renewals.
  • High-Value Account Management: Directly manage high-value or strategic accounts, setting a benchmark for the team and ensuring exceptional customer leadership and customer success.

Work with great people

Hanna Ikonen
VP, Customer Success
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Kevin Kamau
Senior Product Manager
"Basware is a global company that values people as a crucial driver for success."
Mika Peurala
Principal Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
VP, Customer Support
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."
Namrata Checker
Team Lead, Digital Transformation and Excellence
"What I love most about my job is the people that I work with, the freedom of putting forward my ideas, thoughts and feedback but also the freedom of creating the way of working that works best for me."
Siddhartha Bhatia
Senior Cloud Developer
"I am honored to have worked with the leaders of tomorrow. The organization is absolutely people centric with its prime focus always on employee engagement, loyalty and satisfaction."

Skills & Requirements

Qualifications:

  • Experience in customer success or account management, including at least 3 years in a leadership or managerial role.
  • Proven ability to develop and implement customer success strategies that enhance satisfaction, retention, and growth.
  • Skilled in change management and leading initiatives that improve customer experience and operational efficiency.
  • Strong leadership and coaching abilities, inspiring a diverse team and promoting a positive culture.
  • Excellent communication and interpersonal skills, effectively engaging stakeholders at all organizational levels.
  • Strong analytical and problem-solving skills, leveraging data to guide strategic decisions.
  • Proficient in managing complex customer relationships and aligning customer needs with organizational goals.
  • Familiarity with electronic invoicing and purchase-to-pay processes is advantageous.
  • Collaborative mindset, eager to work with sales, product, and marketing teams to maximize customer value.
  • Proactive in identifying growth and improvement opportunities for both customers and the team.
  • Willingness to work in EMEA shift timings.

Education

  • Bachelor's or master's degree required.

Great Place to Work

  • We Drive Customer Value

  • We Take Ownership

  • We Are Bold

About the company

Basware is how finance leaders in global enterprises can finally automate their complex, labor-intensive invoice processes and stay compliant with regulatory change. Our Accounts Payable (AP) automation and invoicing platform helps companies achieve a new level of efficiency – in a matter of months – while reducing errors and risks. We bring a unique combination of true automation, complete coverage, and deeper expertise to make it all just happen for our customers. That’s why the world’s most efficient AP departments at 700+ global customers rely on Basware to handle over 170 million invoices per year.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees—we want everyone to make a difference, so we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where:

We Drive Customer Value , We Take Ownership and We Are Bold in everything we do, to make it all just happen for our customers.


2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Basware

Chandigarh | Hybrid
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