Customer Success Manager

Eminus Industries is a Finnish company developing an AI-powered software solution that detects theft, enhances retail security, and provides real-time analytics for B2B customers. We are looking for a proactive and technically minded Customer Success Manager to take ownership of customer relationships after the sales process. In this role, you will help our customers get the most value from our AI-powered retail solution by combining technical problem-solving, customer support, and proactive customer success activities. You will act as the bridge between our customers and our product and technical teams, ensuring a smooth customer experience throughout the customer lifecycle. Reporting to: CTO Задачи: — Take ownership of customer onboarding and ensure successful adoption of the solution. — Monitor device health, system performance, and customer usage data to identify risks and opportunities. — Proactively engage with customers to support product adoption and long-term success. — Handle customer support requests and coordinate issue escalation with the technical team. — Collect customer feedback and translate insights into product improvement opportunities. — Build and continuously improve customer success processes, documentation, and best practices. — Maintain strong customer relationships and act as the voice of the customer internally. Требования: — Demonstrated success in Customer Success, Technical Support, Implementation, or a similar customer-facing technical role. — Experience working with B2B software, SaaS, technology, or hardware-based solutions. — Proven ability to build trusted customer relationships and drive successful product adoption. — Empathy and strong listening skills, with the ability to understand customer needs and communicate effectively with different stakeholders. — Strong problem-solving skills and a methodical approach to troubleshooting technical issues. — Interest in working with data, dashboards, and customer usage analytics. — Excellent communication skills and the ability to explain technical topics to non-technical audiences. — A proactive mindset and the ability to identify opportunities and risks before they become issues. — Ability to work independently, take ownership, and thrive in a fast-growing company. — Strong organizational skills and attention to detail. — Fluent Finnish and English language skills. Плюсом будет: — Experience with SQL, Python, databases, or data analysis. — Experience with PostHog, Grafana, or similar analytics tools. — Familiarity with IoT devices, networking, or connected systems. — Experience within the retail industry or loss prevention solutions. — Experience with CRM or ticketing systems. — Swedish language skills. Что ожидается через 6 месяцев: — Successful implementation of a Customer Success process. — Improved customer adoption and active product usage across the customer base. — Proactive identification and resolution of customer issues before they impact customers. — Effective collection and communication of customer feedback to internal teams is on place. Условия: — Meaningful work with an innovative product that addresses a real and growing challenge in the retail industry. — The opportunity to work at the intersection of AI, retail technology, and customer success. — A low-hierarchy, collaborative, and informal work environment where you can make an immediate impact. — A modern office in Otaniemi, flexible working practices, and a hybrid working model.