Senior Customer Success Manager - VIP Accounts
- Multiple locations
- Remote
About the Role
We are seeking an experienced Senior Customer Success Manager to join our North America Customer Success organization supporting a portfolio of our most strategic enterprise customers. This individual will serve as a trusted advisor to executive stakeholders, driving customer value realization, adoption, retention, renewals, and long-term partnership growth.
The ideal candidate brings deep experience working within enterprise SaaS organizations focused on finance transformation, procurement, source-to-pay, procure-to-pay, accounts payable automation, ERP, business process automation, or related technology solutions. We are particularly interested in candidates who have spent their careers helping large organizations quantify business value, build ROI cases, drive adoption, and cultivate executive relationships.
This role is designed for a highly consultative professional who is comfortable operating at both the strategic and operational level, partnering with customer executives while collaborating internally across Product, Sales, Support, Professional Services, and Leadership teams.
What You'll Do
Executive Customer Leadership
- Manage a small portfolio of North America's largest and most strategic enterprise customers.
- Build trusted relationships with senior leaders including CFOs, Finance Directors, Procurement Leaders, Shared Services Executives, and other C-level stakeholders.
- Act as the primary strategic advisor throughout the customer lifecycle.
- Lead executive business reviews, strategic planning sessions, and value realization discussions.
Drive Customer Value
- Develop and execute customer success plans aligned to measurable business outcomes.
- Help customers identify, track, and communicate ROI from their technology investments.
- Create compelling value stories and business cases that demonstrate operational, financial, and strategic impact.
- Leverage benchmarks, industry trends, and best practices to help customers optimize their processes and maximize value.
Adoption & Business Outcomes
- Drive successful adoption of enterprise software solutions and related services.
- Monitor customer health, engagement, utilization, and business outcomes.
- Identify risks proactively and develop mitigation plans to improve customer success.
- Partner with customers to align technology capabilities with business objectives.
Retention & Growth
- Lead renewal planning activities and help secure long-term customer retention.
- Identify opportunities for solution expansion and increased business value.
- Collaborate closely with Sales teams on account planning and growth initiatives.
- Support customer advocacy programs including references, case studies, advisory boards, and speaking engagements.
Cross-Functional Leadership
- Coordinate across Product, Support, Professional Services, and Sales teams to execute customer success plans.
- Escalate and manage complex customer issues through resolution.
- Influence internal stakeholders to prioritize customer outcomes and strategic initiatives.
Work with great people
Skills & Requirements
Required Qualifications
Experience
- 5+ years of experience in Customer Success, Customer Value Management, Value Advisory, Value Engineering, Strategic Account Management, or a similar post-sales customer-facing role.
- Experience working with enterprise customers in SaaS, business software, or digital transformation environments.
- Proven ability to engage senior executives and lead strategic business conversations.
- Experience building ROI models, business cases, value realization frameworks, or executive presentations.
- Demonstrated success driving customer adoption, retention, expansion, and customer satisfaction.
Industry Background
Strong preference for candidates with experience supporting enterprise customers using solutions such as:
- Procure-to-Pay (P2P)
- Source-to-Pay (S2P)
- Accounts Payable Automation
- Invoice Automation
- Procurement Technology
- ERP Platforms
- Financial Transformation Solutions
- Business Process Automation Platforms
- Enterprise SaaS Applications
Skills
- Executive presence and strong consultative relationship management skills.
- Ability to translate technical capabilities into measurable business outcomes.
- Strong financial acumen and business case development experience.
- Exceptional communication, presentation, and storytelling skills.
- Data-driven approach to customer success and value realization.
- Ability to manage complex stakeholder environments and global enterprise organizations.
- Strong problem-solving and project coordination capabilities.
Great Place to Work
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We Drive Customer Value
-
We Take Ownership
-
We Are Bold
About the company
Basware is how the world’s best finance teams gain complete control of every invoice, every time. Our Intelligent Invoice Lifecycle Management Platform ensures end-to-end efficiency, compliance and control for all invoice transactions. Powered by the world’s most sophisticated invoice-centric AI – trained on over 2 billion invoices – Basware's Intelligent Automation drives real ROI by transforming finance operations. We serve 6,500+ customers globally and are trusted by industry leaders including DHL, Heineken and Sony. Fueled by 40 years of specialized expertise with $10+ trillion in total spend handled, we are pioneering the next era of finance.
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.
2025Gartner Magic Quadrant Leader for Accounts Payable Applications. Basware and Deloitte create Center of Excellence
2024Launch of World’s 1st AP-Powered GenAI
2023Growth through acquisitions, Glantus and AP Matching
2022Basware became a privately-held corporation in a go-private transaction led by software private equity firm Accel-KKR
2020Recognized market leader, including Gartner Magic Quadrant. Global operations, 20+ offices worldwide
2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network
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
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