Team Leader, Customer Success

Job Description

Ready to join the clear market leader and help pioneer the future of Invoice Lifecycle Management?

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.

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.

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 glob

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 will act as both a leader and a hands-on Customer Success Manager, owning a defined portfolio of customers while ensuring your team delivers outstanding customer experience, drives retention, and builds long-term partnerships.

This dual responsibility ensures strong alignment between leadership and execution, setting a benchmark for customer engagement and value delivery across the team.

Responsibilities:

• Team Development: Foster a high-performing team culture focused on delivering 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 addressing performance challenges constructively.
• 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 successfully convert these prospects.
• Retention Strategy Leadership: Lead initiatives aimed at improving 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.
• AI-Driven Customer Success & Scalability
  Drive the adoption of AI, automation, and data-driven insights within Customer Success to increase scalability and effectiveness.
• Own Portfolio (Hands-on Responsibility) Manage a defined portfolio of strategic or high-value customers directly; Act as a trusted advisor, driving adoption, value realization, renewals, and expansion. Lead by example in customer engagement, demonstrating best practices in: Executive stakeholder management, Value-based conversations,Commercial alignment and negotiation

The Basware Customer Success team is a global organisation that ensures high-quality delivery and customer experience. Our 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 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 get 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.