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Customer Success Manager

  • Applications are considered on a rolling basis
  • Paris
  • Applications are considered on a rolling basis
  • Paris

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.


Basware is looking for a Customer Success Manager to work with named key customers to ensure they are getting the most business value out of their Basware solution and experience. The person has a strong focus on driving adoption, customer retention, customer satisfaction and assumes a leading role when coordinating across Basware to deliver on success and improvement plans. Has a responsibility to develop and share best practices within the organization and contribute to the development of services related to Customer Success. You are comfortable speaking with all customer contacts at all levels, from AP teams to the C suite.

Key job tasks & responsibilities:

Develop and implement strategies for customer success

  • Create, maintain, and implement achievable customer success plans at any stage of the customer lifecycle. Continuously monitor, measure, guide and align both customers and others within Basware to ensure tangible business outcomes are achieved and can be a reference

Act confidently as a networked purchase-to-pay practitioner and trusted advisor

  • Be able to both continuously collect and provide both customers and others within Basware valuable guidance on best practice, industry trends and relevant benchmarks. Develop trusted relationships, including at the c-level, and engage to influence.

Ensure successful ramp-up and adoption 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
  • Create, implement, and measure user and supplier 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 solutions and services and meet adoption objectives.
  • Ability to identify opportunities where the customer would benefit from the use of additional Basware products. Work with the Account Manager in positioning the value and closing the sale of add on products and services

Manage operational activities to ensure success

  • Accountable for the successful delivery of success and service improvement plans, working both cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner and to optimize the customer experience.

Deliver and support the development of success services

  • Deliver services designed to drive customer success, including workshops, coaching, and profiling customer’s maturity across sourcing, procurement, and finance to identify opportunities. Refine existing or develop new methodology, frameworks, and tools based on experience, research, and analysis.

Work with great people

Hanna Ikonen
Team Leader, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Communications Specialist
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Service
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."

Skills & Requirements

To thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within an ICT environment. Experience in Finance, procure-to-pay software systems and/or enterprise software applications, will be beneficial.

This is a fast paced and dynamic environment. We value employees who are confident, work well independently and in teams, are solution focused and for who adding value for the customer is a key focus area.

Required competencies and experience:

  • Experience in a Success Manager role with demonstrated ability in driving software adoption and increasing revenue
  • Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes discussions and lead the customers
  • Experience working with global customers with head offices in France and other European countries where Basware is located
  • Demonstrated ability to drive and close up-selling opportunities with the customer base
  • Experience of working in a global matrix organization with geographically distributed teams
  • Compliance and IT Security awareness and good understanding of Security protocols
  • Strong written and verbal communication skills in English and French
  • Self-driven and target orientated
  • Excellent presentation skills with a capability of leveraging business terms to relay solutions simply.
  • Ability to manage difficult situations and escalations with customers
  • Bachelor's or Master's degree required

Great Place to Work

  • Continuous learning and development

  • Great colleagues and teamwork

  • Flexibility and autonomy

  • Innovation and cutting edge technologies

  • Making the world greener

  • Global & diverse culture with a Nordic twist

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you 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 our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.


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

Jyoti Mangar | Contact Person

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