Customer Success Manager

Are you a Customer Success professional looking for your next major career move? Does joining one of Europe's most established HR tech companies backed by tier one investors sound exciting to you? We are growing fast and are looking for a talented Customer Success Manager to join the team.
 

Type: Full-time, permanent

Location: Espoo, hybrid

Starting date: As soon as possible, negotiable

Sympa helps some of the largest companies in the Nordics to put people at the centre of their strategy. With 1000 customers and a strong install base, we have a strong foundation for continued growth. Moving into 2025, we see ambitious net growth within the existing customer base as being a critical revenue stream. To achieve this, we are looking for a commercial minded Customer Success Manager.

Over the past year we have made significant investments in upgrading the Sympa platform and improving our Support and Services processes. The next step is to level up our Customer Success offering. Through building proactive, strategic and value-based partnerships, we can raise the bar for customers. Sympa should feel sticky and a vital element of our customers’ HR operations and strategy.

As CSM, you will own a portfolio of exciting customers and will be tasked with ensuring that your accounts extract full value from Sympa and see a continued long-term path with Sympa. By understanding your customers business, their people strategies and building a close partnership with your customers you will create loyalty, engagement and drive future growth. You'll function as the crucial link between customers and our product development. Our Support, Sales, Marketing and Services teams are your close collaborators in creating value for the customer.

What you get to do every day:

• Account management: Own and manage relationships with a select portfolio of key accounts, acting as the primary point of contact.

• Customer retention: Proactively engage with customers to ensure they are maximizing the value of Sympa’s solutions to drive high levels of understanding, satisfaction, advocacy and retention

• Revenue growth: Identify and execute on expansion opportunities within existing accounts – including upselling and cross-selling Sympa’s products and services.

• Trusted advisor: Build a deep knowledge of the Sympa platform to become the customer’s trusted advisor and continuously drive the usage and value of the platform.

• Stakeholder management: Develop strong relationships across the HR organisation, including with the C-suite to frame Sympa as a strategic partner.

• Structure: Create account plans for your portfolio to ensure that you profoundly understand your customers’ HR priorities, KPIs, pains and needs from Sympa.

• Meetings: Meet customers both face-to-face and online. Run frequent Business Reviews with key customer stakeholders.

• Customer feedback: Coordinate customer feedback internally to inform company direction and ensure that your customers’ needs are prioritised.

What do we offer?

Sympa is striving for fast international growth while maintaining a small business's agility, which shapes our work culture. Decisions are made fast, with a flat hierarchy. We’re all connected by a passion for what we do, and a desire to develop in what we do, and we have the freedom to create, implement and grow together with Sympa.

As a Customer Success Manager at Sympa, you will get

• An independent and valued role within a team of highly skilled professionals, with the chance to grow along with your responsibilities in an ambitious working environment.

• To work at a modern, international and fast-growing company and collaborate with people from other countries on a daily basis.

• The chance to make your mark on our journey.

• To be creative in finding the best possible solutions for our customers in various fields of business.

• A flexible working schedule.

• Support from great colleagues and a constantly developing material bank to allow you to work efficiently and spend your time where you can make the largest impact.

What do we value in our candidates

We are looking for someone who has experience in commercial roles with responsibility of B2B customer relationships. Our ideal candidate is hands-on but also takes initiative in developing our ways of working. If you like to take on new challenges in an international environment experiencing rapid growth and change – you will get far with Sympa.

Furthermore, the following skills and experience are needed to succeed:

• Customer-oriented way of thinking. A passion for great products and a strong desire to develop your Customer Success skills and experience (under great leadership).

• Ability to identify customer needs and articulate business value of solutions/services. We look for commercially minded people, used to achieving both commercial and client satisfaction related targets.

• The ability to work effectively across teams, bringing internal stakeholders with you on the customer journey.

• Experience in a Customer Success role in a growing SaaS business is a plus.

• A highly organised approach to your work with great time management skills.

• Experience working with data, reporting and CRM systems (we use HubSpot) is an advantage.

• Experience in the HR field and HR systems is a plus but is not essential.

• Excellent communication skills – both written and verbal.

• You have great people skills. You are as comfortable interacting with a CHRO as you are with a Junior HRBR.

• Excellent Finnish and English language skills

• Willingness to occasionally travel for work.

Got your attention?

Great, now let us know who you are by sending us your CV and a short application letter. We’d like you to outline your salary expectations and potential starting date in your cover letter. The position will be filled as soon as we find the right candidate.

If you have any questions on the role, you can contact our hiring manager, Christopher, for this position.

Christopher Warren-Gash

VP, Customer Success

christopher.warren-gash@sympa.com

Sympa believes an equal, diverse, and inclusive work environment leads to a creativity, innovation, and openness- everything we value on our global growth journey.

 
We commit to providing equal opportunity to all qualified applicants regardless of gender, gender identity, age, nationality, religion, disability, sexual orientation, or any other personal characteristics.

We want everyone to be themselves and to thrive in our inclusive work environment.