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 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 Success team's knowledge base and best practices

Required Competencies & Skills

Customer & Implementation Skills

• Strong customer-facing and relationship-building skills.

• Experience managing onboarding, implementation, projects or customer journeys.

• Strong project coordination and organizational skills.

• Ability to understand customer needs and translate them into practical actions.

• Ability to guide, educate and challenge customers when appropriate.

• Strong problem-solving and critical-thinking abilities.

• Comfortable managing multiple customers and implementation projects simultaneously.

• Ability to communicate clearly with different stakeholders and adapt communication to the audience.

Technical & Analytical Skills

• Comfortable working with CRM and customer success platforms.

• Ability to understand product usage and customer data and use insights to identify risks and opportunities.

• Comfortable learning new software and technology.

• Understanding of SaaS implementation and onboarding processes is an advantage.

• Basic data analysis skills and the ability to work with customer success metrics.

Behavioral Competencies

Adaptable and comfortable with change

You thrive in an environment where not everything is already defined. You can work effectively while processes, products and responsibilities continue to evolve.

Builder mindset

You don't just follow processes — you identify what is missing, suggest improvements and help build scalable ways of working.

Customer-centric

You genuinely care about helping customers succeed and are able to balance customer needs with business objectives.

Structured and organized

You create structure for yourself and for customers, even when the surrounding environment is changing.

Proactive and solution-oriented

You identify problems before they become issues 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 without losing focus or quality.

Curious and eager to learn

You are interested in understanding the product, the customer's business and the industry, and continuously develop your knowledge.

Experience & Education

Required Experience

• 2–5 years of experience in a customer-facing role such as Customer Success, Implementation, Project Management, Account Management, Consulting or a similar role.

• Experience working directly with customers and managing projects, onboarding or

implementation processes.

• Demonstrated ability to manage multiple priorities and stakeholders.

Preferred Experience

• Experience from SaaS or software companies.

• Previous experience in implementation, onboarding or Customer Success.

• Experience working in a fast-growing or changing organization.

• Experience from the construction and trades industry.

• Experience working 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 & Scope

Autonomy

• Works with a high degree of independence while being supported by the Head of Customer Success / Manager, Customer Success and relevant partner teams.

• Owns the operational delivery of customer implementations within agreed frameworks.

• Is responsible for identifying risks, coordinating stakeholders and ensuring customers progress toward successful go-live.

• Makes day-to-day decisions regarding implementation planning, customer communication and prioritization.

• Escalates complex product, commercial or contractual matters to the appropriate internal team.

• As the role evolves, takes increasing ownership of the ongoing customer relationship and

customer success journey.

Collaboration Model

The Customer Success Manager works closely with:

• Sales: for customer handover, expectations and implementation context.

• Account Management: for commercial matters, account growth and, as the role evolves,

renewals.

• Product: to communicate customer feedback, product needs and implementation challenges.

• Support: to ensure customers receive effective support during and after implementation.

• Customer Success: to align on processes, customer health, adoption and best practices.

Impact

The Customer Success Manager – Finland has a direct impact on the success of our Finnish market by ensuring that new customers receive a high-quality implementation and reach value quickly.

The role is particularly important in the early stages of the Finnish customer journey, where a successful implementation creates the foundation for adoption, satisfaction, retention and long-term customer value.

Beyond individual customers, the role has a broader impact by helping us build a scalable Customer Success and implementation model for Finland.

The successful candidate will therefore 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 builder mentality is essential to succeeding in a company where we are delivering while simultaneously building.

Not ticking every box? No worries! We value potential and drive, so apply anyway or connect with us- you might be just what we're looking for in our growing organisation! Join Aceve and take your expertise to the next level, together we are redefining 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 an equal opportunity for all candidates.