Customer Success Manager

UMAI Restaurant Software; Helsinki; Hybrid; EUR 28,000 - 34,000; Full time

Job summary

UMAI Restaurant Software in Helsinki is looking for a Customer Success professional to help restaurant partners set up the product, drive adoption, and deliver measurable results fast. You’ll lead onboarding, configure the platform, and ensure partners see value from reservations, table management, CRM, and marketing tools.

This full-time, hybrid position (1 day on site per week in Helsinki) offers a base salary up to 2800 EUR/month plus attractive commissions.

Qualifications

• Min. 2–4 years in Customer Success, Account Management or client-facing roles.
• Native Finnish and fluent English (written and spoken).
• Cares about hospitality or restaurant tech.
• Able to explain complex concepts clearly to clients.
• Organized and capable of handling multiple accounts.

Responsibilities

• Run onboarding for new restaurant partners end-to-end: account setup, floor plan configuration, widget integration, staff training.
• Be the go-to person for your accounts: answer questions, share tips, and maximize use of reservations, table management, CRM, and marketing tools.
• Monitor account health: logins, reservation volumes, no-show rates; intervene early.
• Build real relationships with restaurant owners and managers.
• Collect product feedback and relay to Product and Sales so it’s acted on.
• Support retention by spotting early warning signs and collaborating with the team.
• Improve internal processes: update playbooks, write knowledge base articles, flag issues.

Skills

Finnish (native)

English (fluent)

Account management

Onboarding

CRM tools

SaaS experience

Communication

Organizational skills

Tools

CRM software

Ticketing systems

Job description

UMAI builds reservation, table management, and guest CRM software for restaurants in 15+ countries. From Helsinki to Kuala Lumpur, hundreds of venues use our platform to cut no-shows, fill more seats, and actually know who’s walking through their door. The team is 15+ nationalities strong, and we’re not interested in being just competitive - we want to be badass.

The Role

You’ll be the person our restaurant partners talk to right after they sign up. Your job is to get them set up, get them using the product properly, and make sure they’re seeing results fast. You’ll work closely with the CS team and pick up a lot about SaaS, hospitality tech, and what makes restaurants tick.

• This is a hybrid position in Helsinki, Finland (1 day per week onsite)
• Employment contract or B2B contract (base salary up to 2800 EUR/month + attractive commissions)
• Full-time

Your Responsibilities

• Run onboarding for new restaurant partners end-to-end: account setup, floor plan configuration, widget integration, staff training
• Be the go-to person for your accounts: answer questions, share tips, and make sure they’re getting the most out of reservations, table management, CRM, and marketing tools
• Keep an eye on how your accounts are doing (logins, reservation volume, no-show rates) and step in before small problems become big ones
• Build real relationships with restaurant owners and managers - not scripted check-ins, actual conversations
• Collect product feedback from customers, document it properly, and pass it to Product and Sales so it actually gets used
• Help with retention by spotting early warning signs and working with the team on how to fix them
• Improve internal processes: update playbooks, write knowledge base articles, flag what’s not working

Your Profile

• Min. 2-4 years in Customer Success, Account Management, or any client-facing role (SaaS is a plus, not a must)
• Native Finnish, fluent English (written and spoken); Swedish or other European languages are nice to have
• You actually care about hospitality, food, or restaurant tech - not just on paper
• You can explain something complex to someone who has 30 seconds and a restaurant full of guests
• Organized enough to handle multiple accounts without dropping balls
• When a customer churns, you want to understand why - not just move on
• Comfortable with CRMs, ticketing tools, and spreadsheets

Bonus Points

• You’ve worked in a restaurant, bar, or hotel (front of house, F&B management, anything hands-on)
• You know what a reservation system or POS actually looks like from the inside
• You’ve worked at a startup or scale-up before and know the pace

Our Values

• Sense of Urgency - Today is better than tomorrow
• Overachievement - Beating yourself yesterday
• Learning & Growth - It’s okay to not know, but it’s not okay to not try
• Commitment & Ownership - You own it from start to end and it succeeds or fails with you
• Candidness - Be honest and communicate