Customer Success Manager

We are looking for a Customer Success Manager to join our talented HyperIn CS team in Helsinki! In this role, you’ll be responsible for customer relationship management, implementation project management, and customer service, all working together to create outstanding customer satisfaction.

As a Customer Success Manager, you will be the main contact person for our customers, ensuring they get the most out of our platform and services. You will oversee service delivery projects, manage implementation tasks, and proactively work to improve processes, drive customer success, and increase customer satisfaction. Additionally, you’ll have supervisory responsibilities within the CS team and participate in management-level decision-making to help shape our company’s future.

Work mode: Hybrid = 1-3 office days a week at the office Salary: 3800 - 4800€

Key Responsibilities

Customer Relationship Management & Success

• Act as the main point of contact for customers, ensuring smooth communication and a strong partnership.
• Build and nurture long-term customer relationships, ensuring high satisfaction and engagement.
• Proactively identify customer needs and opportunities for upselling to enhance their experience.
• Serve as the voice of the customer within HyperIn, bringing in valuable insights, wishes, and feedback to improve our product and services.

Implementation & Project Management

• Lead and oversee customer implementation projects, ensuring timely and smooth deployments.
• Manage the full customer journey, from onboarding to continuous support and success.
• Ensure successful post-release monitoring, user training, and follow-ups.
• Create and maintain self-help materials and documentation to support customer adoption.

Customer Support & Internal Collaboration

• Work closely with support, development, and sales teams to ensure customers receive the best service.
• Troubleshoot and resolve customer issues efficiently, ensuring fast and effective problem resolution.
• Monitor customer satisfaction and implement continuous improvements.
• Oversee contract renewals, upsells, and account expansions.

Team Leadership & Development

• Supervise the Customer Success team, handling 1-on-1 discussions, holiday planning, and team development.
• Participate in management meetings, providing insights and input for company-wide decisions.

What We’re Looking For

• Desire to grow into a customer success expert, deeply understanding our product and bringing customer needs into the company.
• Experience in customer-facing roles (B2B) and a passion for customer satisfaction.
• At least 1-2 years of project management experience (planning, time management, reporting, and supervising projects).
• Understanding of the software business and service delivery processes.
• Ability to effectively upsell and recommend solutions that support the customer's success.
• Proactive and collaborative mindset with excellent time management skills.
• Strong problem-solving and communication skills in both Finnish (mandatory) and English (additional languages are a plus).
• Interest in learning new technologies and adapting to evolving customer needs.
• Necessary permits to work in Finland.
• Bachelor’s degree or equivalent.

What Makes You Stand Out

• Curiosity and a proactive attitude – you don’t just identify problems, you take action to solve them.
• A natural sense of responsibility and ownership of customer relationships.
• Excellent communication skills and the ability to turn challenges into opportunities.
• Thrive in fast-paced environments, learn quickly, and get things done.

If you’re passionate about customer success and technology and want to be part of a growing, innovative company, we’d love to hear from you! Send your application latest in the end of March 2025.

Why Join HyperIn?

At HyperIn, your expertise will make a real impact. Working in our flat hierarchy, you'll have the autonomy to shape technical decisions and contribute to the evolution of real estate technology. Our collaborative, agile environment allows you to influence the future from day one, supported by a passionate team that values your insights and creativity.

We believe in empowering our team members to take charge of their professional journeys. You'll find continuous learning opportunities, the freedom to innovate, and the chance to advance your career in a space where your contributions are truly valued. Our hybrid work model offers the best of both worlds: flexibility with remote work and inspiring moments at our modern Helsinki headquarters, designed to support your well-being and work-life balance.

Perks & Benefits:

Tools & Connectivity: We provide top-spec computers, and a working smart phone of your choice.

Lunch Benefit: Enjoy a subsidized lunch program that adds convenience to your workday.

Recreation & Community: Engage with colleagues through our in-house clubs, like movie, boxing, or floorball, building connections beyond work.

Modern Workspace: Work in a bright, comfortable setting at our Helsinki headquarters, with healthy snacks available.

Stock Options: Performance based stock options are available for all full-time employees.

We believe diverse teams drive innovation and are committed to creating an inclusive environment where every voice is valued. If you're excited to shape the future of real estate tech, we’d love to hear from you! Apply now, and if you’re outside Finland, please ensure you have the necessary work permit.

About HyperIn

HyperIn is a leading mall management platform designed to streamline operations and enhance the digital experience for shopping centers. We work with top shopping centers in Europe and Asia, helping them manage their properties more efficiently and connect better with their tenants and shoppers.

Founded in Finland in 2008, HyperIn has been recognized as a Red Herring Top 100 Winner in Europe for its innovative approach. Our platform is widely used across Europe and Asia, with R&D centers in Finland and Hong Kong, and partners in North America, the Middle East, and Asia.

Trusted by industry leaders like Citycon, Colliers, Clear Channel, MTR, and NewSec, HyperIn is known for building cutting-edge technology with high-performing teams. We’re not just following industry trends—we’re leading them. Join us as we shape the future of retail real estate management. Learn more at hyperin.com.