Customer Success Manager

At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.

Role Purpose

As our Customer Success Manager, you'll make sure customers keep getting real value from Next, our project management and financial control platform for construction companies. Next gives project managers and site teams visibility into project economics, budgets, costs, revenue and progress, both on individual projects and across the business. You'll do that by keeping a close eye on customer health, engagement and usage, and catching risks and opportunities early.

This is a role for someone who wants to help build how Customer Success works, not just fit into it. Building the function is something the whole team owns together, and we're looking for someone who gets a real charge out of that. Someone who's comfortable when the path is a bit foggy and can bring structure to the mess.

We think one-to-many. The goal isn't just solving things for one customer at a time, it's finding ways to make things better for several customers at once. We'd rather build something that scales than lean on one-off 1:1 meetings.

Key Responsibilities

- Proactively monitor customer health, engagement and usage, flag and act on risks before they escalate.
- Think one-to-many: look for ways to improve things for several customers at once, rather than relying on one-off 1:1 meetings.
- Run regular touchpoints and spot opportunities for customers to get more value.
- Drive product adoption, retention and renewal, working closely with Account Management.
- Be the customer's internal advocate, feeding insights back to Product and Support.
- Help customers navigate product changes and new ways of working.
- Help build and improve how Customer Success works. This is a shared team responsibility, not one role's job.
- Share what you learn from customers so the whole team can keep improving.

Success Measures

- Customer Health Score and proactive risk management
- Product usage, engagement and adoption
- Customer satisfaction and NPS
- Retention, churn and renewal outcomes
- Strength of customer relationships and stakeholder communication
- Contribution to improving Customer Success processes and best practices

Required Competencies & Skills

- Able to read product usage and customer data to spot risks and opportunities early.
- Comfortable with CRM and customer success platforms, plus basic data analysis.
- Strong customer-facing, relationship-building and communication skills.
- Structured and organized, able to manage multiple accounts at once.
- Strong problem-solving and critical thinking.
- SaaS or Customer Success background is a plus.

You are:

- Proactive: you spot problems early and take ownership of solving them.
- A builder: you want to help shape how Customer Success works, together with the team, and that excites you rather than distracts you.
- Adaptable: comfortable with ambiguity and constant change.
- Customer-centric: you genuinely care about customer outcomes, balanced with what the business needs.
- Collaborative: you work well with other teams like Sales, Product, Support and Account Management.
- Curious: eager to learn the product, the customer and the industry.

Experience & Education

- 2-5 years in a customer-facing role (Customer Success, Account Management, Project Management, Consulting or similar).
- Experience managing customer relationships, projects or multiple stakeholders.
- Experience from the construction or trades industry is a strong advantage.
- SaaS/software, CRM or analytics platform experience is also a plus.
- Relevant post-secondary education or equivalent professional experience.

Decision-Making & Scope

- Works independently within agreed frameworks, backed up by the Head of Customer Success and partner teams.
- Owns day-to-day customer relationship management, escalates complex commercial or contractual matters when needed.
- Works closely with other teams like Sales (handover), Account Management (commercial and renewals), Product (feedback), Support (service) and the rest of the Customer Success team.

Impact

This role has a direct impact on retention, adoption and long-term customer value. And just as important, it shapes how we build a stronger Customer Success function together, as a team.

Not ticking every box? No worries! We value potential and drive, so apply anyway or connect with us- you might be just what we're looking for in our growing organisation! Join Aceve and take your expertise to the next level, together we are redefining what’s possible in craft and construction solutions!

Aceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our selection process is conducted continuously and without discrimination, ensuring an equal opportunity for all candidates.