Customer Success Manager

Hub; Espoo; Hybrid; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Epassi lunch

Sports benefits

Health and accident insurance

Hybrid working model

Job summary

Eminus Industries in Espoo is seeking a proactive Customer Success Manager to own customer relationships post-sale for our AI-powered retail solution. You will combine technical problem-solving, support, and proactive success activities to ensure customers realise value.

You will bridge customers with product and technical teams, ensuring a smooth lifecycle and strong adoption across the customer base. Strong English and Finnish skills are required.

Qualifications

• Demonstrated success in Customer Success, Technical Support, Implementation, or a similar customer-facing technical role.
• Experience working with B2B software, SaaS, technology, or hardware-based solutions.
• Proven ability to build trusted customer relationships and drive successful product adoption.
• Empathy and strong listening skills, with the ability to understand customer needs and communicate effectively with different stakeholders.
• Strong problem-solving skills and a methodical approach to troubleshooting technical issues.
• Interest in working with data, dashboards, and customer usage analytics.
• Excellent communication skills and the ability to explain technical topics to non-technical audiences.
• A proactive mindset and the ability to identify opportunities and risks before they become issues.
• Ability to work independently, take ownership, and thrive in a fast-growing company.
• Strong organizational skills and attention to detail.
• Fluent Finnish and English language skills.

Responsibilities

• Take ownership of customer onboarding and ensure successful adoption of the solution.
• Monitor device health, system performance, and customer usage data to identify risks and opportunities.
• Proactively engage with customers to support product adoption and long-term success.
• Handle customer support requests and coordinate issue escalation with the technical team.
• Collect customer feedback and translate insights into product improvement opportunities.
• Build and continuously improve customer success processes, documentation, and best practices.
• Maintain strong customer relationships and act as the voice of the customer internally.

Skills

Customer Success

Technical Support

Implementation

B2B software

Data analytics

SQL

Python

Databases

Tools

SQL

Python

Databases

Job description

Customer Success Manager

Eminus Industries is a Finnish company developing an AI-powered software solution that detects theft, enhances retail security, and provides real-time analytics for our B2B customers.

We are looking for a proactive and technically minded Customer Success Manager to take ownership of customer relationships after the sales process. In this role, you will help our customers get the most value from our AI-powered retail solution by combining technical problem-solving, customer support, and proactive customer success activities. You will act as the bridge between our customers and our product and technical teams, ensuring a smooth customer experience throughout the customer lifecycle.

Reporting to: CTO

Key Responsibilities

• Take ownership of customer onboarding and ensure successful adoption of the solution.
• Monitor device health, system performance, and customer usage data to identify risks and opportunities.
• Proactively engage with customers to support product adoption and long-term success.
• Handle customer support requests and coordinate issue escalation with the technical team.
• Collect customer feedback and translate insights into product improvement opportunities.
• Build and continuously improve customer success processes, documentation, and best practices.
• Maintain strong customer relationships and act as the voice of the customer internally.

What We Are Looking For

• Demonstrated success in Customer Success, Technical Support, Implementation, or a similar customer-facing technical role.
• Experience working with B2B software, SaaS, technology, or hardware-based solutions.
• Proven ability to build trusted customer relationships and drive successful product adoption.
• Empathy and strong listening skills, with the ability to understand customer needs and communicate effectively with different stakeholders.
• Strong problem-solving skills and a methodical approach to troubleshooting technical issues.
• Interest in working with data, dashboards, and customer usage analytics.
• Excellent communication skills and the ability to explain technical topics to non-technical audiences.
• A proactive mindset and the ability to identify opportunities and risks before they become issues.
• Ability to work independently, take ownership, and thrive in a fast-growing company.
• Strong organizational skills and attention to detail.
• Fluent Finnish and English language skills.

Nice to Have

• Experience with SQL, Python, databases, or data analysis.
• Experience with PostHog, Grafana, or similar analytics tools.
• Familiarity with IoT devices, networking, or connected systems.
• Experience within the retail industry or loss prevention solutions.
• Experience with CRM or ticketing systems.
• Swedish language skills.

What does the success look after first 6 months

• Successful implementation of a Customer Success process.
• Improved customer adoption and active product usage across the customer base.
• Proactive identification and resolution of customer issues before they impact customers.
• Effective collection and communication of customer feedback to internal teams is on place

What We Offer

• Meaningful work with an innovative product that addresses a real and growing challenge in the retail industry.
• The opportunity to work at the intersection of AI, retail technology, and customer success.
• A low-hierarchy, collaborative, and informal work environment where you can make an immediate impact.
• A modern office in Otaniemi, flexible working practices, and a hybrid working model.
• The opportunity to shape and develop our customer success function as the company grows.
• Competitive compensation based on experience and skills
• Epassi lunch and sports benefits, as well as comprehensive health and accident insurance.