Senior Customer Success Manager

Job Description

The Basware Customer Success team is a global organization ensuring high-quality delivery and customer experience. Our Customer Success team works closely with our customers creating joint success plans, offering practical guidance to help customers achieve their goals, and allowing them to drive their business outcomes.

The team helps to demonstrate the return on investment and acts as a trusted advisor. It's not simply about making the customers content with our products or services, it's about ensuring they are delighted and getting the most out of what we offer.

The Customer Success team monitors adoption and health and focuses on helping customers use our products and services effectively. This approach is essential for retaining customers, increasing the value they get over time, and expanding their usage of our solutions. In a nutshell our Customer Success team ensures a healthy and mutually beneficial customer relationship.

Role Overview

The Basware Customer Success team is a global organization ensuring high-quality delivery and customer experience. As a Senior Customer Success Manager, you will play a critical role in managing large, strategic, and global accounts, driving measurable business outcomes, and delivering exceptional customer value.

You will act as a trusted advisor at a strategic level, working proactively with customers to define and execute success plans, demonstrate ROI, and maximize the value of Basware solutions. The focus is not only on satisfaction but on ensuring customers are highly successful, deeply adopted, and continuously expanding their usage.

Role Purpose

• Own the success of strategic, high-value global customers, ensuring adoption and realization of business outcomes.
• Act as a senior individual contributor, independently managing complex customer landscapes and influencing stakeholders at all levels.
• Drive customer retention, renewals, expansion, and long-term partnerships through proactive engagement.
• Serve as a thought leader and subject matter expert in SaaS, AP, and P2P processes.

Key Responsibilities

1. Strategic Customer Success Leadership

• Develop and execute comprehensive success strategies for large, complex global accounts.
• Create and manage high-impact success plans with clear business outcomes, KPIs, and measurable value.
• Use Customer 360 data, health metrics, AI-driven insights, and playbooks to drive proactive actions.

2. Proactive Account Ownership (Strategic Accounts)

• Act as the primary point of ownership for strategic accounts, ensuring alignment with executive stakeholders.
• Build and maintain C-level relationships, influencing decision-making and long-term roadmap alignment.
• Identify risks early and implement mitigation strategies proactively.

3. Adoption & Value Realization

• Define and implement advanced adoption strategies tied to business value and ROI.
• Continuously track adoption, usage trends, and ROI realization using data and dashboards.
• Work closely with product, implementation, and support teams to optimize customer outcomes.

4. Customer Health Management

• Own and evolve customer health scoring frameworks for strategic customers.
• Use analytics, AI insights, and playbooks to drive continuous health improvement.
• Provide data-driven recommendations to customers and internal stakeholders.

5. Renewal & Growth Leadership

• Own renewal strategy and execution for strategic accounts.
• Drive upsell and cross-sell opportunities aligned with customer business goals.
• Lead commercial conversations confidently with senior stakeholders.

6. Global Collaboration & Leadership

• Lead cross-functional collaboration across regions and global teams.
• Act as a central coordinator across Basware to deliver seamless customer experience.
• Mentor and coach junior CSMs and contribute to best practice development.

7. Innovation & AI-Driven Customer Success

• Leverage AI tools and data-driven approaches to enhance customer insights, predict risks, and identify opportunities.
• Contribute to evolving modern Customer Success practices and methodologies within the organization.

Skills & Requirements

Experience

• 5+ years of customer success, account management, or customer-facing SaaS experience.
• Minimum 3 years managing global enterprise customers (mandatory).
• Proven experience managing large, strategic, or complex accounts.
• Strong experience in renewals, retention, and expansion revenue growth.
• Experience working in a global matrix organization with distributed teams.
• Demonstrated experience as a true individual contributor with high ownership.
• Comfortable to work in US shift hours.

Domain & Technical Expertise

• Strong experience in SaaS environment.
• Deep knowledge of Accounts Payable (AP) and Purchase-to-Pay (P2P) processes.
• Understanding of technology adoption and change management at enterprise scale.
• Experience using AI, analytics, or automation tools to drive customer success outcomes.

Core Competencies

• Highly proactive and strategic mindset.
• Strong ability to engage with senior and executive stakeholders.
• Excellent communication, presentation, and influencing skills.
• Commercial acumen with confidence in negotiations and revenue discussions.
• Strong analytical skills with ability to derive insights from dashboards and data.
• Coaching and mentoring ability to elevate team performance.

Education

• Bachelor’s or Master’s degree required.