Customer Success Manager - Finland

Staria; Helsinki; Hybrid; EUR 52,000 - 64,000; Full time

Benefits offered by this job

Lunch benefits

Recreational perks

Job summary

Staria in the Helsinki area is seeking a Customer Success Manager to lead a portfolio of 20–25 ERP customers, ensuring on-time service delivery and maximizing value from NetSuite.

You’ll manage billable advisory work, identify upsell opportunities, and coordinate cross-functional teams to improve profitability and customer satisfaction, while aligning with our Continuous Services model and hybrid work approach.

Qualifications

• Experience with ERP or business systems and customer-facing roles.
• Ability to manage multiple ERP client relationships and stakeholders.
• Comfort with billable advisory work and value delivery.

Responsibilities

• Lead a portfolio of 20–25 ERP customers and ensure on-time service delivery.
• Identify upsell opportunities and advise on new features.
• Coordinate internal delivery teams and manage escalations.
• Monitor customer satisfaction metrics and drive long-term value.
• Own profitability analysis and roadmap alignment for accounts.

Skills

ERP knowledge

Customer relationship management

Billable work experience

Stakeholder management

Analytical thinking

English Finnish

Tools

NetSuite

Job description

Are you someone who enjoys guiding customers, solving complex challenges, and driving both operational and commercial results?

As a Customer Success Manager at Staria, you’ll take the lead for our ERP customers – ensuring seamless service delivery, strengthening collaboration, and unlocking new opportunities for growth. If you thrive on building strong customer partnerships and long‑term value, this role offers an exciting opportunity to make a meaningful impact for our customers’ success.

What it’s all about

Staria’s ERP Continuous Services help growth‑driven companies keep their NetSuite environments running smoothly, efficiently, and in a way that supports their business goals. Our services cover everything from day‑to‑day operational support and ticket coordination to long‑term roadmap planning, development initiatives, and proactive value creation – all tailored to each customer’s evolving needs.

Here, you’ll join a team of Customer Success Managers, working closely with our Head of Customer Success in the daily operations and with our Head of Continuous Services on more complex cases and development initiatives. Alongside key account executives, service delivery teams, project managers, and colleagues across different functions, you’ll help deliver seamless, high‑quality ERP services that drive customer satisfaction and long‑term growth.

Journey that awaits you

As a Customer Success Manager, you’ll lead a portfolio of 20–25 ERP customers, ensuring service delivery stays on track, expectations are clear, and collaboration flows effortlessly. You’ll bring structure to complex setups, align stakeholders, and help customers get the full value out of their NetSuite investment.

In this role, you will take ownership of the commercial development of your accounts, identifying upsell and cross‑sell opportunities, advising customers on new features, and strengthening the long‑term growth and profitability of your portfolio. Whether it’s coordinating delivery teams, managing escalations, or uncovering new ways to create value, you’ll be the strategic partner who keeps everything moving in the right direction.

In addition to leading customer relationships and service delivery, you'll also work directly with customers in a hands‑on advisory capacity, helping them develop their NetSuite environment. A significant part of the role involves delivering billable customer work, with approximately 50% of your time spent on advisory and development activities such as roadmap planning, issue resolution, and value‑adding analysis.

Another exciting part of this role is the timing: you’d be joining just as our Continuous Services model is evolving. Instead of stepping into a rigid setup, you’ll join at a moment where ways of working, collaboration models, and customer success practices are actively being refined. You’ll therefore have the space and trust to influence and put your mark on how we operate and shape the customer journey.

In practice you will:

• Ensure smooth and predictable service delivery: Confirming schedules, coordinating allocations, maintaining continuity of customer work, and setting clear expectations.
• Generate billable work: Identifying value‑adding tasks and maintaining a target billability level of approximately 50%.
• Coordinate and report on ticket SLAs: Monitoring progress and keeping customers informed.
• Lead customer cooperation: Strengthening communication, guiding collaboration, and ensuring customers get full value from NetSuite.

• Monitor NPS and feedback: Adjusting services based on insights.

• Drive ARR growth & profitability: Identifying upsell/cross‑sell opportunities and advising on new features.
• Own profitability management: Conducting customer profitability analyses, spotting risks, identifying potential profitability increase opportunities, preparing action plans.
• Coordinate internal delivery and development: Aligning internal competences with customer needs and ensuring progress on roadmap and development items.
• Oversee contracts: Keeping systems updated and informing service teams of changes.

• Manage escalations: Resolving issues quickly and involving the right experts.

The practical stuff

We are seeking candidates based in the Helsinki, Turku or Tampere area. Staria’s hybrid work model offers the best of both worlds: modern offices, combined with the flexibility to work remotely. To ensure smooth collaboration with your team and stakeholders, we hope you’re able to spend a few days per week at the office on average.

Our base salary range for this role is €4 700 – 5 700/month, depending on your background and scope of the role. The holiday bonus is distributed evenly across your monthly pay, so it’s part of your regular salary.

Keys to success in this role

To thrive in this role, we believe that you have a background in ERP or business systems and extensive experience in customer‑facing roles – like for example, Customer Success, Key Account Management, or Account Executive positions. The role can also fit those coming from an ERP consulting background and who now want to work more commercially and build long‑term customer relationships.

A significant part of the role involves working in a billable setup, where your time, expertise and work are billed to the customer. Previous experience with billable work is an advantage, but not a requirement, as long as you’re comfortable stepping into a role where your contribution is part of the customer‑facing service.

To succeed in this role, you need:

• Strong operational leadership – the ability to structure complex customer setups, manage schedules, and keep delivery teams aligned.
• Proven experience managing customer relationships – building trust, handling difficult conversations, and guiding customers through decisions and prioritization.
• Ability to work in a billable setup – either previous experience or comfort working in a model where your time and expertise are billed to the customer.
• Commercial skills – understanding profitability, spotting upsell/cross‑sell opportunities, and advising customers on features that create value.
• Stakeholder management – coordinating multiple teams, involving the right experts, and ensuring everyone works toward the same goal.
• Analytical capability – interpreting customer data, identifying risks, and preparing clear action plans for profitability and cooperation.
• Problem‑solving – handling escalations, resolving blockers, and driving issues to completion with confidence.
• Adaptability in changing environments – adjusting quickly when priorities shift and staying calm when customer needs evolve.
• Continuous improvement mindset – proactively improving ways of working, both internally and with customers, and contributing to the development of our Continuous Services model.
• English and Finnish skills – written and verbal skills in both languages are required for the role.

Why join us

Here, growth isn’t just a buzzword. You’ll get real opportunities to develop your skills, take ownership, and leave your mark on how we work. You’ll have the freedom to shape your role, drive change, and influence the way we do things. We trust you to know what works.

We are serious about growth, but never too serious at work. Our hierarchy is low and the atmosphere is relaxed. Here, you can bring your whole self to work — personality, quirks, and all.

Flexibility is part of our DNA. In our hybrid model you can work from home, our offices in Finland, or even abroad from time to time. We care about results, not where you sit.

While we value flexible remote work, we also prioritize in‑person connections: onboarding and team days, office breakfasts, and shared events bring us together on a regular basis.

We’re proud of our Great Workplace certification, because it’s based on what matters most: strong teamwork, sense of purpose, managers who truly listen, and a culture where people want to stick around.

We’re truly international, with customers and colleagues across borders. You’ll get to collaborate with experts from different countries and backgrounds.

We’re growing and our finances are solid. You can focus on your work without worrying about the ground shifting under your feet.

You’ll get benefits that make everyday life smoother: lunch, phone, and recreational perks are all part of the deal.

At Staria, we believe that everyone brings something unique to the table. We appreciate diversity and are committed to creating a workplace where every employee feels valued. We warmly invite candidates from all backgrounds and experiences to apply and join our team. We look forward to hearing from you!