Finnish Speaking Customer Success Manager – Mid-Market (M/F/X)

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer support agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate – the world’s most powerful virtual agent platform.

Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate – from Vodafone to Finnair, Gorillas to Zalando.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, careers accelerate. New opportunities arise as the company is constantly evolving and our Finnish, non-hierarchical culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

And we are proudly diverse – over 35 nationalities make up our worldwide team. Our Nordic ethics have created a culture where we can all lead by example and shape the company – and industry – we want to see, together.

Off the back of our $20M Series A and unstoppable expansion across the globe, there’s never been a better time to join.

The Customer Success Manager for our Mid-Market customers will:

Serve as the primary point of contact post-implementation for 15-20 mid-market customers
Be a product expert, staying up-to-date on new features, and develop a comprehensive understanding of how Ultimate can be used to create value for support teams/our partner CRMs.
Accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices
Monitor, report on, and work to improve automation, product adoption, and account health KPIs
Communicate with customers via Slack, email, and ad-hoc tactical meetings. Clearly and effectively communicate key takeaways to the business
Develop retention strategies by assessing customer goals and delivering against them
Coach customers to be product experts and train their teams on best practices so they become increasingly self sufficient
Be the voice of the customer and collect feedback to drive continuous improvement
Troubleshoot issues with customers and keep them up to date on the timeline of any fixes
Identify revenue opportunities: negotiate and close revenue within a portfolio of customers, including SOWs and expansion deals across new channels, markets, brands, and use cases
Drive customer evangelism, securing case studies and reviews

Who You Are:

Demonstrable experience in Customer Success, Account Management, Sales, Solutions Consulting, or related roles in a SaaS company
You speak English and Finnish fluently
You have a successful track-record of managing medium-size customers with complex technical solutions in a high-touch B2B environment
You’re a product champion with experience learning, demoing & promoting product features, integrations, capabilities & best practices
You have a strong understanding of Customer Success KPIs and a proven ability to exceed your retention and growth quotas for your book of business
You are a natural advisor, with experience coaching teams in a technical and business context. You enjoy understanding customers’ goals and defining, presenting, and executing mutual success plans to achieve objectives and drive ROI
You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities
You regularly liaise with technical teams, both internally and externally, and can troubleshoot and communicate technical concepts effectively
A knowledge of CRM tools like Zendesk, Salesforce, Freshchat is a plus
You are confident negotiating contracts and upselling products and services

THE ULTIMATE OFFER

Transparency is important to us, so we want to be clear about what the Ultimate opportunity means for you:

Generous PTO policy of 28 days per year
Truly flexible working. Office, home-based or a mix of both, you work where it works for you
We recognise that you bring your best and we show our appreciation with actions, not just words – our competitive salaries and generous stock options program ensures that our success is your success
Personal Growth Allowance for you to spend on whatever it is that makes you thrive – whether it’s a coding course, learning a new language or that pottery course that keeps on popping up on your feed, we’ve got you covered
Team Events all year long – meat-free BBQs, stand-up paddle boarding, volleyball… you name it, we’ll organize it, plus team off-sites to unite because we’re better together
A truly diverse team awaits you. 40% of our workforce identify as women and we come from over 35 nationalities

Diversity & Inclusivity:

Belonging is a core pillar of our People strategy here at Ultimate, and our people (UltiMATEs) are at the centre of everything we do.
With an inspiring female co-founder and 40% of our workforce identifying as female, we are committed to ensuring diversity in our business.
We stand by our diversity hiring principles and champion our 37+ nationalities of our 130 employees.