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 Purpose The 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 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 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 Customers As 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 Finland Help 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 Measures Initially, 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 completion Time to go-live and time to first value Customer adoption, usage, and engagement Customer Health Score Customer satisfaction / NPS Retention, churn, and renewal outcomes as the role evolves Qualitative measures include: Quality and consistency of implementations Strength of customer relationships Communication and stakeholder management Customer confidence and independence Proactive risk management and problem solving Contribution to process improvements and best practices Cross-functional collaboration Required Skills & Competencies Customer & Implementation Strong 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 & Analytical Comfortable 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. Behavioural Adaptable: 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 custome