Customer Success Manager, Europe

Veikkaus Oy; Helsinki; Ibrido; EUR 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Veikkaus Group is seeking a proactive Customer Success Manager, Europe, to develop, lead and grow our existing customer business across European markets. The role blends strategic account management with cross-functional collaboration to maximize retention, renewals and revenue, while ensuring customer satisfaction.

The position is based at Veikkaus’ Helsinki HQ with a hybrid model (three on-site days per week) and the possibility to work from Sweden.

Competenze

• Proven experience in a CSM/KAM role with international experience.
• 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 finding solutions 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 bonus.

Mansioni

• Build and maintain strong relationships with customers across European markets, acting as their main 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 to product and development teams.
• Track account health, NPS, and other KPIs, preparing status reports for clients and internal stakeholders.
• Develop and harmonize CSM processes across customers and verticals, localizing strategies and documentation.

Conoscenze

CSM/KAM

International markets

iGaming industry

Multicultural teams

English fluent

Negotiation skills

Communication skills

Relationship mgmt

Descrizione del lavoro

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:

• 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

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.