Customer Success Manager

Overview

We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our growing team. As a key member of our Customer Success organization, you will manage strategic enterprise customers globally, cultivating executive-level relationships, driving product adoption, and ensuring our customers achieve measurable value from their investment in Basware.

This role is ideal for a driven individual with a strong blend of sales, relationship management, and SaaS experience who thrives in fast-paced, complex customer environments.

• Own and manage strategic relationships with a portfolio of global, enterprise customers
• Partner with high-level customer stakeholders (VP and C-level) to align on goals, value realization, and long-term success strategies
• Lead value-based success planning, business reviews, and renewal/expansion discussions
• Identify and execute on opportunities for account growth and expansion, working closely with sales and cross-functional teams
• Confidently navigate complex, matrixed client organizations to ensure stakeholder alignment and sustained value delivery
• Act as a trusted advisor to customers, guiding them through product adoption and process optimization using Basware solutions
• Collaborate with Sales, Product, Marketing, and Services teams to advocate for customer needs and enhance the overall customer experience
• Deliver compelling presentations that communicate Basware’s value proposition and strategic impact to executive stakeholders
• Maintain a deep understanding of the customer’s business and industry to proactively identify success enablers and expansion opportunities

• 4+ years of experience managing global, enterprise customer accounts
• Proven experience working with high-level stakeholders (VP+) to build and strengthen business relationships
• Demonstrated track record of driving business expansion within large customer organizations
• Strong experience in strategic, value-based selling and outcome-driven account management
• Exceptional presentation, communication, and relationship-building skills
• Background in Customer Success, Sales, and/or Relationship Management
• Comfortable navigating complex, global organizations and managing multiple stakeholder relationships
• Proven ability to grow customer accounts quickly and sustainably
• Strong cross-functional collaboration skills - able to align and influence internal teams across product, sales, and services
• Consulting experience required: whether Big 4 or client facing consulting at a large technology company
• Experience with Accounts Payable, Procurement, Fintech preferred.