Senior Customer Success Manager

Ready to join the clear market leader and help pioneer the future of Invoice Lifecycle Management?

If you're excited by growth, inspired by innovation, and want to be part of a company with a strong integrity and a supportive, value-driven culture, this is your opportunity to join the team that’s taking Invoice Lifecycle Management to new heights—and reshaping the future of finance.

At Basware, we didn’t just create the electronic invoice—we revolutionized how the world’s largest organizations manage, automate, and control their Accounts Payable operations. Basware has already processed over $10 trillion invoices—ensuring tax compliance, eliminating errors, and preventing fraud in jurisdictions across the globe.

Recognized as the #1 solution in our category by top analyst firms like Gartner, Forrester, and IDC, Basware is trusted by more than 6,000 customers worldwide—including many of the most iconic global brands. We’re proud to support their finance teams with mission-critical SaaS software that delivers clear and compelling value to CFOs and their organizations.

As a Senior Customer Success Manager, you will be part of the Basware Customer Success organization focused on our strategic accounts. The role of Customer Success is to provide services that help Basware customers adopt, optimize, and accelerate the benefits of their Basware solutions and services.

This hybrid position is to join our Nordic team, based out of our Stockholm office, and will involve working with named strategic customers across multiple sectors—typically on a global scale—to ensure they realize maximum business value from their investment in Basware. Fully remote working can also be considered within other areas in Sweden.

The person we are looking for will need to have a strong focus and passion for driving adoption, customer retention, customer satisfaction and be comfortable playing a leading role when coordinating across Basware to deliver on success and improvement plans. You will also be comfortable speaking with all customer contacts at all levels, from AP teams to the C suite.

Key job tasks & responsibilities:

Develop and implement strategies for customer success

• Create, maintain, and implement achievable customer success plans at any stage of the customer lifecycle. Continuously monitor, measure, guide and align both customer stakeholders and others within Basware to ensure tangible business outcomes are achieved and can be a reference

Act confidently as a networked purchase-to-pay practitioner and trusted advisor

• Be able to continuously collect and provide both customers and others within Basware valuable guidance on best practice, industry trends and relevant benchmarks. Develop trusted relationships, including at the c-level, and engage to influence.

Ensure successful ramp-up and adoption of Basware solutions and services

• Provide guidance and steering decisions to the Basware and Customer implementation teams to ensure agreed upon business outcomes are met and/or mitigation strategies are activated
• Create, implement, and measure user and supplier adoption strategies linked to customer’s business outcomes. Actively measure adoption to identify and pursue opportunities. Work with customers and across internal teams, including product owners, to improve solutions and services and meet adoption objectives
• Identify opportunities where the customer would benefit from the use of additional Basware products. Work with the Sales teams in positioning the value and closing the sale of add on products and services

Manage operational activities to ensure success

• Be accountable for the successful delivery of success and service improvement plans, working both cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner and to optimize the customer experience
• Deliver services designed to drive customer success, including workshops, coaching, and profiling customer’s maturity across sourcing, procurement, and finance to identify opportunities

Deliver and support the development of success services

• Contribute to refining existing or develop new methodology, frameworks, and tools based on experience, research, and analysis

Cross collaborate with the Basware Sales teams

• Identify and create opportunities to grow the Basware pipeline
• Own the account in terms of renewals and upsells and actively drive these

To thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within a SaaS environment. Experience in Finance, procure-to-pay software systems and/or enterprise software applications, will be beneficial.

This is a fast paced and dynamic environment. We value employees who are confident, work well independently and in teams, are solution focused and for who adding value for the customer is a key focus area.

Required competencies and experience:

• Experience in a Senior Success Manager role with demonstrated ability in driving software adoption and increasing revenue
• Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes discussions and lead the customers
• Experience working with global customers with local head offices and other European countries where Basware is located
• Demonstrated ability to drive and close up-selling opportunities with the customer base
• Experience of working in a global matrix organization with geographically distributed teams
• Compliance and IT Security awareness and good understanding of Security protocols
• Strong written and verbal communication skills in English and Swedish
• Self-driven and target oriented
• Excellent presentation skills with a capability of leveraging business terms to relay solutions simply
• Ability to manage difficult situations and escalations with customers
• Bachelor's or Master's degree required

Awareness of artificial intelligence concepts, tools, or applications is considered a strong asset. We highly value candidates who demonstrate curiosity, a proactive mindset and a willingness to explore and incorporate AI-driven technologies into their work. We support continuous learning in this area.

Why Basware?

We’re a purpose-driven company with a global footprint and a collaborative culture. At Basware, you’ll work with passionate professionals, cutting-edge technology, and a shared commitment to innovation and excellence.

Ready to make an impact?

If you're excited by the challenge, apply now and help shape the future of Basware.

Please submit your resume and cover letter by clicking the ‘I’m interested’ link.

Our recruitment process will include pre-employment actions such as an enhanced background screening by a third party and reference checks.

Basware. Now it all just happens.