Customer Success Manager, Europe

Veikkaus; Finland; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Corporate benefits

Relaxed atmosphere

Skill growth opportunities

Location-based perks

Job summary

Veikkaus Oy's Fennica Gaming unit seeks a proactive Customer Success Manager for Europe to grow our existing customer base across European markets. The role is based at our Helsinki headquarters with a hybrid model (three on-site days per week) and an option to operate from Sweden.

You will drive renewals, identify expansion opportunities, and coordinate with product and support teams. Ideal candidates have international CSM/KAM experience, strong English and additional language skills, and a

Qualifications

• Proven experience in a CSM/KAM role with international industry experience is a must.
• Experience working with customers across multiple European markets, cultures, and languages.
• Excellent prospecting, presentation, and negotiation skills.
• Strong business sense and creative problem-solving abilities.
• Active listening and solution-focused approach to customer challenges.
• Strong planning and organizational abilities; able to stay calm under pressure.
• Self-motivated, patient, and a strong team player.
• Fluent in English; additional languages are a plus.

Responsibilities

• Build and maintain relationships with customers across European markets; act as main contact.
• Lead regular check-ins and business reviews to maximize value for customers.
• Identify upsell and cross-sell opportunities within existing customer base.
• Drive renewals and minimize churn while ensuring profitability.
• Coordinate with support and technical teams to resolve issues and ensure satisfaction.
• Represent the voice of the customer to product and development teams.
• Track account health, NPS and other KPIs; prepare status reports and executive summaries for clients and stakeholders.
• Develop and harmonize CSM processes across customers and verticals, localizing strategies.

Skills

CSM / account management

International experience

Negotiation

English fluency

Communication skills

Job description

Job Description

Fennica Gaming is a young company with a long history. It’s established and fully owned by Finnish National Lottery Veikkaus, a respected gaming operator with eight decades of successful service. Fennica Gaming is a B2B company focusing on international offering of real money gaming solutions and services. Our journey has started by providing our eInstant game portfolio including a gaming engine in a GaaS model to nationally licensed operators. Additional game types and services are in preparation.

We believe that success starts with our commitment to the players who keep our customers ahead of the game. We know how to provide entertaining and rewarding game experiences in a safe and responsible setting.

We at Fennica Gaming believe that success is built by putting the players first.

Customer Success Manager, Europe

We are looking for a proactive and experienced Customer Success Manager, Europe for a permanent and full-time employment to develop, lead and grow our existing customer’s business. In this role, you will be responsible for identifying new opportunities, setting and achieving sales targets within our existing customers, and ensuring efficient information flow and strong collaboration between customers and our other internal teams. The ideal candidate is an internationally proven, proactive manager with excellent communication and teamworking skills, combined with gambling-related business understanding. You will drive customer satisfaction, retention, renewals, and revenue growth through proactive account management, business reviews, issue resolution, and identification of expansion opportunities - collaborating effectively with customers and internal teams across diverse cultures and languages.

The position is located at Veikkaus’ headquarters in Pohjois-Haaga, Helsinki. We work flexibly in a hybrid model with three on-site days per week. The role can also be in Sweden. Please indicate in your application which location you would be able to work from, and note that this job requires a valid residence permit for all non-EU citizens.

Main Responsibilities Include

• Build and maintain strong relationships with customers across multiple European markets, acting as their main point of contact.
• Lead regular check-ins and business reviews to ensure customers achieve maximum value from our solutions.
• Identify upsell and cross-sell opportunities, setting and achieving sales targets within the existing customer base.
• Drive renewals and minimize churn while ensuring customer profitability.
• Coordinate with support and technical teams to resolve issues and confirm customer satisfaction.
• Represent the voice of the customer internally, feeding insights and feedback to product and development teams.
• Track account health, NPS, and other success KPIs, preparing status reports and executive summaries for clients and internal stakeholders.
• Develop and harmonize CSM processes across customers and verticals, localizing strategies and documentation as needed.

It would be great to hear from you if you have:

• Proven experience in a CSM/KAM role, with international industry experience as a must; previous iGaming or gambling industry experience is seen as a significant advantage.
• Experience working with customers across multiple European markets, cultures, and languages.
• Excellent prospecting, presentation, and negotiation skills.
• Strong business sense and creative problem-solving abilities.
• Ability to listen actively and find solutions to customer challenges.
• Strong planning and organizational abilities, with the ability to remain calm and focused under pressure.
• Self-motivated, patient, and a strong team player.
• Fluent in English; additional languages seen as a benefit.

What We Offer

• Benefits of a large company with the advantages of a smaller firm.
• A relaxed atmosphere and awesome co-workers.
• Possibility and active encouragement to broaden your skillset and grow your role while the business advances.
• A wide range of corporate benefits depending on the location of individual employee

no later than 15.11. We are waiting to hear from you! The position will be filled as soon as the suitable candidate is found.

According to the Act on Security Clearance (726/2014), Fennica Gaming as a company will perform a drug test and security clearance check to the person selected for the position.

For any inquiries about the position, don’t hesitate to contact [e-mail]

About Us

Veikkaus is the gaming company for everyone. We’re dedicated to developing responsible and entertaining gambling experiences. At Veikkaus, you’ll find meaningful roles, opportunities to grow, and a workplace where care, collaboration, and courage shape everyday life. We believe everyone should be able to develop, succeed, and be themselves – while building shared success together.

For a better game – and a better working life.