Customer Success Manager

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 900+ employees across 8 countries, leading brands in 7 customer markets, and €100M+ in revenue, we're on an ambitious growth journey. We're an AI-first company that works with grit, openness, and a good dose of joy.Role PurposeThe Customer Success Manager – Finland will play a key role in delivering an excellent customer experience while helping us build and scale Customer Success in the Finnish market.Key ResponsibilitiesNew Customer Implementation & OnboardingOwn the implementation and onboarding journey for new Finnish customers, from handover through go-live and initial adoption.Act as the primary customer contact throughout implementation.Understand customer goals, processes, and needs and translate them into successful implementation plans.Coordinate timelines, meetings, training, configuration, and follow-ups.Guide customers through product setup, change, and adoption, enabling them to become confident and self-sufficient users.Identify and proactively manage risks, dependencies, and challenges.Coordinate with Sales, Product, Support, and other internal teams to ensure a seamless implementation.Ensure structured handovers between Sales, Implementation, and ongoing Customer Success.Monitor customer progress and adoption and ensure agreed milestones and initial value are achieved.Customer Success & Existing CustomersAs the Finnish customer base grows, the role will progressively expand into ongoing Customer Success responsibilities:Build and maintain strong, trusted customer relationships.Drive product adoption and ongoing value realization.Monitor customer health, engagement, and usage to identify risks and opportunities.Develop and execute success plans based on customer goals and desired outcomes.Act as the customer advocate internally, sharing feedback and insights with relevant teams.Support retention and renewals in collaboration with Account Management and Customer Success.Identify opportunities for increased adoption and account growth and communicate them to Account Management.Help customers navigate product changes, new functionality, and evolving ways of working.Building Customer Success in FinlandHelp build and continuously improve 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 to influence product and process improvements.Help establish scalable and efficient ways of onboarding and supporting Finnish customers.Contribute to best practices and knowledge across the wider Customer Success organisation.Test, learn, and iterate as the organisation and processes evolve.Success MeasuresInitially, success will focus on successful implementations and customer adoption, evolving as the role takes on a larger existing-customer portfolio.Quantitative measures include:Implementation and onboarding completionTime to go-live and time to first valueCustomer adoption, usage, and engagementCustomer Health ScoreCustomer satisfaction / NPSRetention, churn, and renewal outcomes as the role evolvesQualitative measures include:Quality and consistency of implementationsStrength of customer relationshipsCommunication and stakeholder managementCustomer confidence and independenceProactive risk management and problem solvingContribution to process improvements and best practicesCross-functional collaborationRequired Skills & CompetenciesCustomer & ImplementationStrong customer-facing and relationship-building skills.Experience managing onboarding, implementation, projects, or customer journeys.Strong organisational and project coordination skills.Ability to understand customer needs and translate them into practical actions.Strong problem-solving and critical-thinking skills.Comfortable managing multiple customers, projects, and stakeholders simultaneously.Excellent communication skills and ability to adapt to different audiences.Technical & AnalyticalComfortable working with CRM and Customer Success platforms.Ability to use customer and product data to identify risks and opportunities.Comfortable learning new software and technology.Understanding of SaaS implementation and onboarding is an advantage.Basic data analysis skills and familiarity with Customer Success metrics.BehaviouralAdaptable: Comfortable working in an environment where processes, products, and responsibilities are evolving.Builder mindset: You identify what is missing, suggest improvements, and help build scalable ways of working.Customer-centric: You genuinely care about customer success while balancing customer needs with business objectives.Structured: You create clarity and structure for yourself and your customers.Proactive: You identify problems early and take ownership of finding solutions.Collaborative: You work effectively across Sales, Product, Support, Account Management, and Customer Success.Resilient: You are comfortable with ambiguity, changing priorities, and periods of high activity.Curious: You enjoy learning about the product, customers, industry, and continuously developing your knowledge.Experience & EducationRequired:2–5 years of experience in a customer-facing role such as Customer Success, Implementation, Project Management, Account Management, Consulting, or similar.Experience working directly with customers and managing projects, onboarding, or implementation processes.Demonstrated ability to manage multiple priorities and stakeholders.Preferred:Experience in SaaS or software companies.Previous experience in Implementation, Onboarding, or Customer Success.Experience in a fast-growing or changing organisation.Experience in construction and trades.Experience with CRM, Customer Success, or analytics platforms.Experience working with Finnish customers or in the Finnish market.Education:Relevant post-secondary education or equivalent professional experience.Decision-Making & ScopeWork with a high degree of independence, supported by the Head/Manager of Customer Success and relevant partner teams.Own the operational delivery of customer implementations within agreed frameworks.Identify risks, coordinate stakeholders, and ensure customers progress toward successful go-live.Make day-to-day decisions around implementation planning, communication, and prioritisation.Escalate complex product, commercial, or contractual matters appropriately.Take increasing ownership of ongoing customer relationships as the role evolves.CollaborationThe Customer Success Manager works closely with:Sales: customer handover, expectations, and implementation context.Account Management: commercial matters, account growth, and renewals.Product: customer feedback, product needs, and implementation challenges.Support: effective customer support during and after implementation.Customer Success: processes, customer health, adoption, and best practices.ImpactThe Customer Success Manager – Finland will directly contribute to the success of our Finnish market by ensuring new customers receive a high-quality implementation and reach value quickly.The role will also help build a scalable Customer Success and implementation model for Finland, creating the foundation for adoption, satisfaction, retention, and long-term customer value.The successful candidate will not only ask:“How do we successfully implement this customer?”but also:“How can we make the next implementation better, faster, and more scalable?”This combination of customer ownership, implementation expertise, and a builder mentality is essential to succeeding at Aceve.Not ticking every box? No worries! We value potential and drive, so we encourage you to apply anyway. You might be just what we're looking for.Join Aceve and help us redefine what's possible in craft and construction solutions.Aceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our selection process is conducted continuously and without discrimination, ensuring equal opportunity for all candidates.