Work for Nursebuddy

Customer Success Manager

Location: Finland (hybrid)
Salary: 4,125€ - 5,000€ OTE
Hours: 37.5 hours per week

Nursebuddy is looking for an experienced, strategic and proactive Customer Success Manager to oversee both new and existing Finnish customer accounts. Serving as a trusted advisor to key decision-makers, you will ensure they derive maximum value from Nursebuddy.

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About Nursebuddy

Nursebuddy is an international team passionate about what we do and the problem we’re solving. Our Nursebuddy care management platform supports domiciliary care providers in the UK, Ireland and Finland to help people live well in their own homes and communities for as long as they possibly can. We’re on a mission to re-invent homecare through smart, innovative technology, so that we can meet the growing need in our society for home-based care and support.

About the role

As Customer Success Manager you will oversee all Finnish customer accounts to ensure they make the most out of Nursebuddy.

You will anticipate customer requirements, facilitate seamless onboarding, boost platform adoption, take ownership of commercial metrics and partner across departments to help shape our product roadmap.

Your main responsibilities will include:

Retention, Churn & Value Delivery

  • Proactively predict and prevent churn by monitoring health scores, risk indicators, and early warning signs.

  • Understand the deep relationship between product value and churn, using creativity and data analysis to implement out-of-the-box solutions.

  • Drive Time-to-Value (TTV) for new accounts and act swiftly to reduce it.

Adoption & Training

  • Lead and guide new customers through their onboarding journey ensuring they understand the main functionalities of the system and achieve their goals early in the process.

  • Lead highly effective, goal-oriented training sessions that are adapted to the customer's specific priorities.

  • Drive targeted adoption campaigns and use data to identify and address usage gaps.

  • Explain complex features using clear vocabulary, simple workflows, and industry-relevant cases.

  • Continuously tie product usage to Return on Investment (ROI) to ensure customer goals are met.

Commercial Ownership

  • Fully own renewals, pricing discussions, and lead price increase projects.

  • Drive expansion revenue and constantly look for new ways to upsell, cross-sell or expand MRR.

  • Monitor main revenue indicators (MRR, NRR, ARR) and understand the factors impacting NRR to balance expansion and churn.

  • Challenge existing discounts by ensuring customers are fully aware of the system's complete value.

  • Support with new customer acquisition in Finland, including looking for opportunities, handling enquiries, delivering product demonstrations and helping to close deals.

Data & Strategic Insights

  • Build customer strategies based on data, interpreting trends, and forecasting.

  • Ensure high data quality and keep CRM records meticulously updated.

  • Query data daily, utilizing existing tools to identify gaps or inaccuracies and make informed decisions.

Relationship Management

  • Act as a trusted advisor to decision-makers, offering advice beyond the product (e.g., industry trends, internal processes, and replicating successful use cases).

  • Communicate proactively and confidently

  • De-escalate conflicts calmly and avoid creating friction in challenging situations.

  • Expand relationships within accounts by engaging with multiple users and stakeholders.

Cross-functional Collaboration

  • Working closely with the Product manager and Development Team to influence the product roadmap by providing detailed use cases, contextualizing requests with ARR, and highlighting churn risks.

  • Co-lead cross-team projects and cooperate assertively with other departments.

About you

Here’s what we’re looking for in our ideal candidate:

  • 3+ years in a Customer Success role or Customer Facing role ideally supporting a SaaS product

  • Demonstrated experience or knowledge in the Finnish healthcare or social care sector, with a strong understanding of Kanta and the regulatory frameworks governing Finnish homecare services. This will be highly valued in the recruitment process.

  • Experienced with using different CRM and Customer Support platforms such as HubSpot, Vitally, or Intercom.

  • Fluent in Finnish and English

  • Superb communicator with the ability to articulate messages clearly, listen to others, and engage with people.

  • Problem-Solving Skills: A proven ability to analyse challenges and implement effective solutions.

  • Curiosity: A natural inclination to explore, ask questions, and continuously learn.

  • Resolutive Approach: A focus on resolving issues promptly and efficiently.

  • Creativity: The ability to bring innovative ideas and approaches to enhance customer success.

  • Learning Orientation: A commitment to personal and professional growth in a fast-paced industry.

  • Active Listening: The ability to truly understand customer and team needs through attentive listening.

  • Assertive Communication: Confidence and clarity in expressing ideas, fostering alignment, and building trust.

  • Proactiveness: A forward-thinking mindset, anticipating needs and taking initiative.

  • Collaboration: A strong ability to work with cross-functional teams to achieve shared goals.

  • Flexibility: An ability to adapt to a changing environment quickly.

What’s in it for you

Here are the all important details:

  • Monthly salary of 4,125€ – 5,000€ OTE, depending on professional background and experience.

  • Hybrid working - you can choose when you work at home (with your essential kit provided) and when to come in to our cool central Tampere office for some social time.

  • Opportunities for travel to our European bases

  • An important role in a growing global software business - you can really carve out a space for yourself here and make a big impact

  • Continuous learning and professional development opportunities

  • Outstanding culture - flat, Nordic-style leadership structure with a tight-knit working environment and a flexible, supportive team

  • A meaningful role in a company whose product improves care for people in need

Working at Nursebuddy

Our roots (and HQ) are in Tampere, Finland, with an additional base in Dublin, Ireland. We do a mixture of fully remote and hybrid-working and our multi-nationality team is spread across Finland, Ireland and the UK, as are our customers!

Our company culture is very important to us! We foster creativity, support personal development and keep bureaucracy low. You’ll work alongside passionate, driven people in a collaborative environment.

We’re looking for self-starters eager to learn, share knowledge and deliver value - while enjoying the journey. In return, we recognise, reward and celebrate our people.

At Nursebuddy, we are committed to building a diverse and inclusive workplace. We welcome candidates from every background and do not discriminate based on race, colour, religion, gender, national origin, age, disability, or any other protected status.

About the hiring process

Our goal is to find the right person, not just the fastest hire. So there will be a couple of stages to make sure we’re a good match for each other.

1. Apply online: Use the online application form to send your CV and a cover letter outlining why you’re a great fit for this role.

2. Video interview: After an initial screening, shortlisted candidates will be invited to a 15 minute video call with your future manager, Rocio. We use Google Meet for this.

3. Team meet & exercise: A longer video call with your future teammates members, plus an exercise related to the role.

4. Chat with the boss - a final call with our CEO & co-founder Simo, to get a feel for our culture and vibes.

5. Offer: If we both agree it’s a match, we’ll make an offer and create a plan for you starting with us.

The hiring manager is Rocio Solis, Customer Success Lead. Rocio is based in Dublin, Ireland and has been with Nursebuddy for 4.5 years.