Team Leader, Customer Success

About the role

Basware is looking for a passionate and results‑driven Team Leader, Customer Success to guide and inspire a team of Customer Success Managers while also managing a defined portfolio of customers. This dual role blends leadership with hands‑on customer engagement to ensure outstanding experience, retention, and long‑term partnership.

Key responsibilities

• Foster a high‑performing team culture through coaching, collaboration and empowerment.
• Oversee the full employee lifecycle: recruitment, goal setting, performance reviews, development, retention and off‑boarding.
• Support personal and professional growth of team members, recognizing achievements and addressing performance challenges.
• Guide creation and refinement of Value Success Plans that drive solution adoption and align with customer business objectives.
• Monitor customer health metrics, analyse trends and implement proactive interventions.
• Identify and pursue upselling and cross‑selling opportunities to grow revenue.
• Lead initiatives to improve customer retention rates and address systemic issues.

Required profile

• Passionate and results‑driven with a strong customer‑centric mindset.
• Proven ability to lead and coach a team of Customer Success professionals.
• Hands‑on experience managing a portfolio of enterprise customers.
• Strong analytical skills to track health scores and drive data‑based decisions.
• Excellent communication skills for strategic guidance and stakeholder alignment.

Required skills