Customer Success Manager

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 are seeking a passionate and results-driven Customer Success Manager who is accountable for ensuring customers achieve their desired business outcomes through the successful adoption and use of Basware solutions and services.

This role assumes responsibility for nurturing customer relationships across all success and service-related aspects, acting above all as a trusted advisor. The Customer Success Manager demonstrates a strong focus on driving adoption, customer retention, renewals, customer health, and overall satisfaction.

The role requires a proactive individual who is comfortable taking a leading role in coordinating across Basware, leveraging internal networks to deliver on customer success and continuous improvement plans. In addition, the Customer Success Manager contributes to the development of Customer Success services and actively shares best practices across the organization.

Responsibilities:

Develop and implement strategies for customer success

• Create, maintain, and implement achievable customer success plans with objectives and tasks to execute the right actions. Deliver customer success services such as workshops, coaching, and benchmarking. Plan maturity band use insights to input to the success plans. Continuously monitor, measure, guide and align both customers and others within Basware to ensure tangible business outcomes are achieved and can be referenced. Use Customer 360 data, Calls to action, playbooks, and customer health data insights as inputs to the plan.

Ensure successful ramp-up of Basware solutions and services

• 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. This includes the initial delivery through to expansion and change requests.

Ensure successful and high adoption of Basware solutions and services

• Create, implement, and measure user and 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 solution and services and meet adoption objectives.

Manage customer health

• Full responsibility for monitoring and improving customer health and the parameters impacting it. Understands all areas impacting the customer health scorecard and is able to also to propose changes, when needed. Use CTA’s and Playbooks to action items to improve Customer health. Use reporting and dashboards to analyze trends and provide insights to your customers.

Account Management:

• Full responsibility for managing and growing existing accounts by upselling or cross-selling additional products or services.

Renewal and Retention:

• Drive customer satisfaction and sustained engagement to support successful contract renewals, including proactive renewal planning and negotiation, while preventing and mitigating churn risk.

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The Basware Customer Success team is a global organization 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.