AI Customer Success Manager

Are you ready to thrive as a Customer Success Manager in a fast-growing AI SaaS company?

What’s in it for you?

• Flexible and hybrid work setup – Enjoy a work-life balance with flexible hours and a hybrid model—3 days a week at our Helsinki office.
• Get the best of both worlds: the reliability of an established organization and the dynamic energy of a fast-moving tech environment. LeadDesk is a publicly listed SaaS company that builds its own cutting-edge technology and thrives on innovation.

• Truly international vibes: Collaborate with colleagues from 27 nationalities across 8 countries.

What you’ll be responsible for

• Customer Relationship Management
• Act as the primary point of contact for a portfolio of small to mid-sized (S-M segment) customers with < €3000 MRR.
• Build and maintain trusted relationships with key stakeholders, including C-level executives and decision makers.
• Conduct Quarterly Business Reviews (QBRs) with XL and Top 20 customers to review performance, realign goals, and drive engagement.

• Customer Onboarding and Value Realization
• Lead the post-sale transition, onboarding, and training for new customers, especially those with >7 agents.
• Ensure successful product adoption by aligning with customers on goals and KPIs.
• Educate customers on best practices and product features to accelerate time-to-value.

• Retention, Growth, and Commercial Expansion
• Own monthly targets for churn, retention, and account growth.
• Identify and execute upsell, cross-sell, and renewal opportunities in collaboration with Sales, Marketing, and PCS.
• Use a data-driven approach and QBRs to promote expansion and increase customer lifetime value.

• Customer Advocacy and Engagement
• Actively champion customer needs and provide ongoing value throughout the customer lifecycle.
• Monitor product usage and feedback to ensure satisfaction and improve the customer experience.
• Foster high NPS and customer loyalty through regular communication and consultative support.

• Cross-Functional Collaboration
• Partner with internal teams—Product, Engineering, PCS, Sales, and Support—to resolve issues and influence product enhancements.
• Provide structured feedback to the Product team and collaborate to shape roadmap decisions that align with customer needs.

• Performance and Activity Metrics
• Maintain a cadence of 5–10 meetings per week with assigned customers.
• Deliver structured QBRs for all XL and Top 20 customers.
• Track and report on key success metrics and customer health scores.

• Technical and Analytical Proficiency
• Understand and explain concepts related to SaaS, APIs, chatbots, and AI-based automation.
• Use CRM and analytics platforms (e.g., Salesforce, HubSpot) to manage account activity and customer insights.
• Interpret product usage data to guide decision-making and customer conversations

This is where the match happens

• 2–4 years of experience in Customer Success, Account Management, Technical Support, or Project Management, ideally in a SaaS, AI, or tech-driven environment
• Strong communication and listening skills that help you understand customer needs and simplify complex concepts
• Proven ability to manage multiple accounts or projects, keeping customers on track and on time
• A passion for customer advocacy – you’re energized by seeing your customers succeed and love working toward high NPS and engagement
• You’re comfortable discussing technology: API, SaaS, chatbot, conversational AI aren’t just buzzwords to you
• A commercial mindset – you recognize upsell and expansion opportunities and are confident leading renewal and value discussions
• Hands-on and proactive – you thrive in a dynamic environment and take initiative to improve processes and outcomes
• Fluent in Finnish and English (written and spoken)

• Experience in AI-based or automation solutions, especially in customer engagement or contact center domains
• Familiarity with tools such as CRM systems, analytics dashboards, or support platforms (e.g., Salesforce, HubSpot, Zendesk, etc.)
• Background in tech onboarding, training, or user adoption programs
• Comfort with data interpretation to guide customer decisions and improve product usage
• Experience writing scripts for chatbots, automation flows, or customer engagement scenarios
• Any other European language is an advantage. 

Practicalities:

• Location: Helsinki HQ office
• Work permit in Finland: Required
• Start date: As soon as possible 
• Working hours: Full-time 
• Employment period: Permanent 

What’s next

About LeadDesk