Customer Success Manager

About the role

As a member of Swarmia’s Customer Success team you will own a high‑volume portfolio of around 180 customers, helping them adopt the platform into their daily workflow. The role is hybrid, based in Helsinki with the option to work remotely from Dublin, and you will report to the Head of Customer Success in Dublin.

Key responsibilities

• Own and manage a large portfolio of self‑serve SMB and mid‑market customers across Europe and the US.
• Lead onboarding and adoption so customers reach value quickly.
• Design high‑value, repeatable touchpoints such as onboarding cohorts, office hours, webinars, in‑app guides, templates and documentation.
• Use in‑app usage signals to engage customers at the right moment in their adoption journey.
• Build and automate workflows with AI to keep a large portfolio manageable and share best practices.
• Proactively monitor customer health, address risks, and run outbound outreach to drive adoption.
• Identify expansion opportunities, partner with Sales, manage renewals, and collect feedback to influence product decisions.

Required profile

• At least two years of customer‑facing experience in B2B SaaS, supporting onboarding and adoption of a technically complex product.
• Comfortable being measured on adoption and retention across a large portfolio.
• Enjoy building reusable assets such as documentation, templates, webinars and automations.
• Experience using AI tools in daily work and curiosity to extend their use.
• Ability to build relationships with engineering and product leaders and dive into data nuances.
• Experience collaborating with Sales, Product and Engineering to support customer outcomes.

What we offer

• Competitive compensation plus meaningful equity.
• Paid annual vacation with an additional 10 days for new employees.
• Flexible remote/office balance and strong work‑life balance.
• Transparent culture with access to business metrics, meeting notes and open communication channels.
• Equal employment opportunity and inclusive workforce.