Customer Success Manager

Tietoa tehtävästä

At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.

Role Purpose

The Customer Success Manager – Finland is responsible for ensuring that new customers

successfully adopt and realize value from our products from the very beginning of their customer journey. The primary focus of the role is to implement and onboard new customers, acting as the bridge between the customer, our products and our internal teams. The Customer Success Manager owns the implementation journey from initial handover through successful go-live and early adoption, ensuring that customers are set up for long-term success.

As the Finnish customer base and ways of working mature, the role will gradually expand to include responsibility for ongoing customer success and relationship management of existing customers, including adoption, engagement, customer health and retention.

This is a role for someone who is comfortable working in a changing and evolving environment. We are delivering to customers while simultaneously building our processes, ways of working and customer success organization. The successful candidate therefore needs to be able to operate with structure and ownership while also being comfortable with ambiguity, change and continuous improvement.

The Customer Success Manager – Finland will play an important role in not only delivering a great customer experience, but also in helping us build how Customer Success should work in Finland.

Key Responsibilities

New Customer Implementation & Onboarding:

• Own the implementation and onboarding journey for new Finnish customers from handover through go-live and initial adoption.

• Act as the primary customer contact throughout the implementation phase.

• Understand the customer's business, goals, processes and needs and translate these into a successful implementation plan.

• Plan and coordinate implementation activities, timelines, meetings, training and follow-ups.

• Guide customers through configuration, setup, change and adoption of the product.

• Educate and enable customers to become confident and self-sufficient users.

• Identify risks, dependencies and potential challenges early and proactively manage them.

- Coordinate with internal teams such as Sales, Product, Support and other relevant functions to ensure a seamless implementation.

• Ensure a structured handover from Sales into Customer Success and, where relevant, from implementation into ongoing customer management.

• Monitor customer progress, engagement and adoption throughout the onboarding journey.

• Ensure customers reach agreed milestones and successfully realize initial value from the

product.

Customer Success & Existing Customers

As the Finnish customer base grows, the role will progressively expand into ongoing Customer Success responsibilities:

• Build and maintain strong, trusted relationships with existing customers.

• Drive product adoption and ongoing value realization.

• Proactively monitor customer health, engagement and usage to identify risks and opportunities.

• Develop and execute success plans based on customer goals and desired outcomes.

• Conduct regular customer touchpoints and proactively identify areas where customers can gain additional value.

• Act as the customer's advocate internally and communicate customer needs, feedback and insights to relevant teams.

• Support retention and renewal activities in collaboration with Account Management and the broader Customer Success organization.

• Identify opportunities for increased adoption and account growth and ensure these are

appropriately communicated to Account Management.

• Help customers navigate product changes, new functionality and evolving ways of working.

Building Customer Success in Finland

• Contribute to building and continuously improving the Customer Success operating model in Finland.

• Develop and improve implementation processes, templates, documentation and ways of

working.

• Identify recurring customer challenges and opportunities to improve the customer journey.

• Share customer insights and feedback to influence product and process improvements.

• Help establish scalable and efficient ways of onboarding and supporting Finnish customers.

• Contribute to the development of best practices and knowledge within the wider Customer Success organization.

• Be comfortable testing, learning and iterating as the organization and processes evolve.

Success Measures

The role will initially be evaluated primarily on successful implementations and customer adoption, with success measures evolving as the role takes on a larger existing-customer portfolio.

Quantitative Measures

• Implementation / onboarding completion rate

• Time to go-live

• Time to first value

• Customer adoption rate

• Customer Health Score

• Product usage and engagement

• Customer satisfaction / NPS

• Retention and churn, as the role expands into ongoing Customer Success

• Renewal outcomes, in collaboration with Account Management

Qualitative Measures

• Quality and consistency of customer implementations

• Strength of customer relationships

• Quality of communication and stakeholder management

• Customer confidence and independence following implementation

• Ability to identify and resolve implementation risks proactively

• Contribution to improving processes and ways of working

• Ability to build strong internal relationships and collaborate cross-functionally

• Contribution to the Customer…