Customer Success Manager — EU

Homerun B.V.

Helsinki

On-site

EUR 70,000 - 110,000

Full time

14 days+

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Benefits offered by this job

8% holiday allowance

Performance bonus up to 10% of grosss

Pension

Training budget

Team events

Job summary

Valona Intelligence is seeking a Senior Customer Success Partner to own the journey for a portfolio of roughly 30 customers. You will drive measurable business outcomes and anchor renewal conversations in strategic priorities, not just product usage.

You will lead onboarding, collaborate with Solution Consultants on design and implementation, and monitor health scores to proactively manage risk. English fluency is required; Amsterdam or Helsinki location is expected.

Qualifications

5–7 years in Customer Success, Account Management, or consultative advisory role.
Experience in B2B SaaS or information services environment is preferred.
Fluency in English required; additional languages a plus.
Ability to hold senior‑level commercial conversations.
Strong portfolio management across ~30 accounts.

Responsibilities

Own the customer journey from onboarding through renewal for ~30 customers.
Drive measurable business outcomes and anchor reviews on customer goals and strategic priorities.
Lead onboarding processes and coordinate with Solution Consultants on design and implementation.
Monitor health scores and intervene proactively to mitigate churn.
Coordinate with Account Managers and Support on cross‑functional issues.

Skills

Customer success

Account management

Consultative advisory

Data-driven

English fluency

Tools

Salesforce

Gainsight

Totango

ChurnZero

Claude AI

Job description

Your customers are making decisions that shape their businesses — which markets to enter, which suppliers to trust, which competitors to watch. Your job is to make sure Valona intelligence is in the room when those decisions get made.

You are a consultative business partner who happens to have access to one of the most powerful market intelligence tools in the industry. You ask the right questions before proposing solutions. You understand your customers' industries, their pressures, and their strategic priorities — and you use that understanding to connect Valona's capabilities to outcomes that genuinely matter to them.

High adoption follows naturally when customers see real business impact. Your measure of success isn't logins — it's whether your customers are making better, faster decisions because of Valona. And underneath all of that sits the rigour of great customer success: strong relationships, clean renewal processes, proactive risk management, and a portfolio that grows.

About Valona

Valona is a recognized leader in Market & Competitive Intelligence platforms and services segment. Valona serves leading global enterprises in Europe and North America. Valona’s offering is recognized by Gartner and Forrester as market-leading and the company has invested significantly in AI capabilities, essential in a fast-changing market.

At Valona, our vision is Turning knowledge into a decisive advantage. We believe in pushing one another to learn, grow, and step outside of our comfort zones. We have a supportive environment that fosters personal and professional development. You get to work with skilled and curious colleagues, and be part of a growing AI company.

Valona has operations in multiple locations in Europe and offices in North America, and we employ 25 different nationalities in our team.

Key details

Location: Amsterdam, Netherlands or Helsinki, Finland. Standard CET/CEST business hours.
Working Hours: CET/CEST standard business hours, serving European accounts.
Employment Type: Full-time
Reports To: Head of Customer Success
Start Date: ASAP

Responsibilities

Strategic Business Partnership

Develop a deep understanding of each customer's industry, competitive landscape, and strategic priorities — not just their use of the platform.
Position yourself as a trusted advisor at VP and C-suite level, capable of holding substantive conversations about market dynamics, not just product features.
Connect Valona intelligence directly to customer business outcomes: sourcing decisions, competitive responses, market entry, M&A signals, risk mitigation.
Bring proactive insight to customers — surface relevant signals or trends from the platform before the customer thinks to ask.
Help customers articulate and measure the business value Valona delivers, so the renewal conversation is about outcomes, not price.

Customer Value Realisation

Own the customer journey from onboarding through renewal for a portfolio of approximately 30 customers.
Ensure customers achieve measurable business outcomes through Valona — not just platform familiarity.
Conduct regular business reviews that anchor on customer goals and strategic priorities, not product updates.
Monitor customer health scores and act proactively when engagement or outcomes decline.

Onboarding & Solution Implementation

Lead the onboarding process for new customers, ensuring a smooth transition from sales to delivery.
Coordinate with Solution Consultants on solution design and implementation.
Establish clear success criteria tied to business outcomes, not just adoption milestones.
Ensure time-to-value is minimised and initial adoption is strong.

Adoption & Enablement

Drive platform adoption by embedding Valona into the workflows and decisions that matter most to each customer.
Develop customer-specific enablement plans based on their maturity, use cases, and strategic context.
Identify and engage new user groups and stakeholders within customer organisations.
Share best practices and use cases from across the customer base to accelerate value.

Renewals & Retention

Own the renewal process and proactively manage renewal timelines.
Identify and mitigate churn risk through early intervention — grounded in outcome data, not just usage metrics.
Build multi-stakeholder relationships to reduce single-point-of-failure dependency.
Achieve pod-specific NRR and C&C (churn and contraction) targets.

Cross-functional Coordination

Work in sync with Account Managers and Solution Consultants on focus customers.
Flag expansion opportunities to Account Management — framed around customer strategic needs, not upsell prompts.
Collaborate with Support on technical issues affecting customer satisfaction.
Provide structured customer feedback to Product and Marketing.

What We're Looking For:

Essential

Experience: 5–7 years suggested in a Customer Success, Account Management, or consultative advisory role — ideally in a B2B SaaS or information services environment. We care more about the quality of your commercial experience than the number of years; exceptional candidates who are earlier in their career will absolutely be considered.
Background in or strong familiarity with Manufacturing, Medical Devices, Automotive or Financial Services is a strong advantage. You need to be able to speak your customers' language from day one.
Consultative approach: You ask questions before proposing solutions. You diagnose before you prescribe. You earn trust through insight, not just responsiveness.
Proven ability to hold senior‑level commercial conversations — as comfortable discussing market strategy as platform capabilities.
Strong portfolio management — able to balance depth of engagement on strategic accounts with breadth across a ~30‑account book.
Outcome‑oriented mindset: you measure your own success by whether customers make better decisions, not by whether they complete onboarding tasks.
Data‑driven: comfortable working with usage data, NRR metrics, health scores, and business impact evidence.
Fluency in English required. Additional languages a plus.

Preferred

Familiarity with competitive intelligence, market research, or market monitoring platforms — you understand why customers buy this category.
Experience with Salesforce for account and pipeline management.
Comfortable using AI tools — including Claude — as part of day‑to‑day workflows: research, customer preparation, communication, analysis.
Experience with CSM platforms such as Gainsight, Totango, ChurnZero, or similar.
Experience working in a scale‑up or fast‑growth environment where the playbook is still being written.

What we offer:

Competitive compensation package, including a 8% holiday allowance and a performance bonus of up to 10% of gross salary.
A senior, client‑facing role with real ownership and room to grow with the company.
Pension, bonus program, and a budget for internal and external training on the path you choose.
A team that works and celebrates together: dinners, BBQs, boat trips and padel.

Why Valona

Valona Intelligence, a Leader in the 2026 Gartner Magic Quadrant and Forrester Wave for Competitive and Market Intelligence solutions, combines the deepest validated market and competitive intelligence sources with CMI expertise and accountable AI — giving business leaders a clear understanding of what is happening in their markets, and what it means for their next move. Valona has served global enterprises since 1999.

This role has real scope, real impact, and no bureaucracy.

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