Job Description

We are looking to appoint an experienced Customer Success Manager based in Finland. This role will focus on building and maintaining strong customer relationships, driving customer satisfaction, supporting service adoption and identifying opportunities for business growth and retention. The position is particularly suited to a commercially minded professional with significant experience in Customer Success, Account Management or Business Development, ideally within the data centre, digital infrastructure, cloud technology or enterprise services sectors.

The Role

You will play a key role in managing customer relationships throughout the customer lifecycle, ensuring a high standard of service delivery, customer engagement and long-term satisfaction. Working closely with Sales, Operations, Technical, Finance and Support teams, you will act as a primary point of contact for assigned customers, proactively managing their needs, resolving challenges and identifying opportunities to strengthen commercial relationships.

Key responsibilities will include:

• Acting as the primary point of contact for assigned customers, building trusted and long-term relationships
• Managing customer engagement through regular business reviews, meetings and feedback sessions
• Leading customer onboarding and adoption programmes, ensuring successful integration and utilisation of products and services
• Developing customer success plans aligned with business objectives and monitoring customer satisfaction, performance and potential risks
• Identifying opportunities for business development, account growth, upselling, cross-selling and renewals
• Collaborating with Sales teams to support commercial discussions and customer retention strategies
• Coordinating with technical, operational and support teams to resolve customer issues and manage escalations
• Ensuring timely issue resolution and compliance with agreed Service Level Agreements (SLAs)
• Monitoring customer performance metrics, dashboards and KPIs to identify risks and opportunities for improvement
• Preparing customer reports, presentations, business reviews and recommendations to support commercial decision-making
• Maintaining accurate customer records and documentation within CRM systems
• Recommending improvements to customer processes, service delivery and overall customer experience

About You

We are looking for an experienced customer-facing professional who combines strong relationship management capabilities with commercial awareness and an understanding of technology-driven environments. Ideally, you will bring:

• Minimum 3 years of experience as a Manager in Customer Success, Account Management, Client Relations or similar customer-facing positions
• Significant experience in business development or commercial account management within a comparable organisation
• A strong understanding of the data centre industry, or experience within related sectors such as cloud technology, digital infrastructure, SaaS or IT services
• Experience managing enterprise customers and complex client relationships
• Proven ability to build long-term customer partnerships and manage senior stakeholders
• Experience supporting customer onboarding, adoption, renewals and retention initiatives
• Strong commercial awareness, including identifying upselling, cross-selling and account expansion opportunities
• Familiarity with technical environments, cloud solutions, digital platforms or API-based products and integrations
• Understanding of customer service management and ticketing platforms such as ServiceNow, Jira or BMC
• Strong analytical and problem-solving skills, including interpreting customer data, identifying risks and developing practical solutions
• Excellent communication, presentation and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences
• Strong organisational skills and the ability to manage multiple customer accounts, priorities and escalations
• A proactive, adaptable and customer-focused approach within a fast-paced international environment
• A Bachelor's degree in Business Administration, Management, IT, Communications or a related discipline
• A Master's degree and relevant professional certifications, such as Certified Customer Success Manager (CCSM), PMP, PRINCE2, ITIL Foundation, or certifications in SaaS, Cloud and Digital Transformation, would be advantageous.

The Opportunity

This is an opportunity to join an international organisation operating within the rapidly growing data centre and digital infrastructure industry. You will have the opportunity to manage strategic customer relationships, work closely with commercial and technical stakeholders, and contribute directly to customer satisfaction, retention and business growth. The role offers exposure to complex enterprise customers and technology-driven projects within a dynamic international business environment. The position is based in Finland.

Worldwiders Recruitment

Worldwiders is a global recruitment company specializing in executive search and specialist recruitment worldwide. Since our journey began in 2016, we have become a trusted partner for tailor-made recruitment solutions, connecting top talent with prestigious opportunities across the globe. With a proven track record of more than 7,000 successful placements and 400+ satisfied partners in over 40 countries, our expertise ensures we match the right talent with the right company to drive career growth and organizational success. Worldwiders also serves as the umbrella organization behind our specialized recruitment brands, Nordic Jobs Worldwide and Multilingual Jobs Worldwide. Each brand focuses on specific markets and talent segments, enabling us to deliver highly targeted recruitment solutions while benefiting from the global reach, expertise, and network of the Worldwiders group.