Customer Success Manager — Scale Adoption for SaaS Teams

Swarmia; Helsinki; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Equity/Competitive compensation

Job summary

Swarmia, headquartered in Helsinki, seeks a Customer Success professional for a hybrid role with remote options from Dublin. You will manage a high-volume portfolio across Europe and the US, guiding SMB and mid-market customers to adopt Swarmia and realize value quickly.

You will lead onboarding, design scalable touchpoints, monitor health signals, and collaborate with Sales, Product and Engineering to drive customer outcomes at scale.

Qualifications

• Two years of customer-facing experience in B2B SaaS.
• Experience onboarding and adopting a technically complex product.
• Able to work across a large portfolio and collaborate with Sales, Product and Engineering.
• Experience using AI tools to improve workflows.

Responsibilities

• Own and manage a large portfolio of self-serve SMB and mid-market customers across Europe and the US.
• Lead onboarding and adoption so customers reach value quickly.
• Design scalable touchpoints: onboarding cohorts, office hours, webinars, in-app guides, templates, and documentation.
• Use in-app usage signals to reach the right customer at the right moment in their adoption journey.
• Build and automate your own workflows with AI so a portfolio this size stays manageable.
• Proactively monitor customer health and address risks before they escalate.
• Run proactive outbound to self-serve customers who have never spoken to us and turn that first contact into adoption.

Skills

Customer-facing experience

Job description

Swarmia, headquartered in Helsinki, seeks a Customer Success professional for a hybrid role with remote options from Dublin. You will manage a high-volume portfolio across Europe and the US, guiding SMB and mid-market customers to adopt Swarmia and realize value quickly.

You will lead onboarding, design scalable touchpoints, monitor health signals, and collaborate with Sales, Product and Engineering to drive customer outcomes at scale.