customer success manager for AI-powered retail security

Eminus Industries is a Finnish company developing an AI-powered software solution that detects theft, enhances retail security, and provides real-time analytics for B2B customers.

• Own customer onboarding and ensure successful adoption of the solution
• Monitor device health, system performance, and customer usage data to identify risks and opportunities
• Engage proactively with customers to support product adoption and long-term success
• Handle customer support requests and coordinate issue escalation with the technical team
• Collect customer feedback and translate insights into product improvement opportunities
• Build and continuously improve customer success processes, documentation, and best practices
• Maintain strong customer relationships and represent the voice of the customer internally
• Successfully implement a Customer Success process
• Improve customer adoption and active product usage across the customer base
• Identify and resolve customer issues proactively before they affect customers
• Collect customer feedback effectively and communicate it to internal teams

• Demonstrated success in Customer Success, Technical Support, Implementation, or a similar customer-facing technical role
• Experience with B2B software, SaaS, technology, or hardware-based solutions
• Ability to build trusted customer relationships and drive successful product adoption
• Empathy, strong listening skills, and the ability to understand customer needs and communicate with different stakeholders
• Strong problem-solving skills and a methodical approach to troubleshooting technical issues
• Interest in data, dashboards, and customer usage analytics
• Excellent communication skills and ability to explain technical topics to non-technical audiences
• Proactive mindset and ability to identify opportunities and risks before they become issues
• Ability to work independently, take ownership, and thrive in a fast-growing company
• Strong organizational skills and attention to detail
• Fluent Finnish and English
• Будет плюсом: SQL, Python, databases, data analysis, PostHog, Grafana or similar analytics tools, IoT devices, networking, connected systems, retail industry or loss prevention solutions, CRM or ticketing systems, Swedish

• Competitive compensation based on experience and skills
• Epassi lunch and sports benefits
• Comprehensive health and accident insurance
• Modern office in Otaniemi and flexible working practices
• Applications are accepted until 22 October; applications are reviewed continuously, and interviews may start during the application period. The position may be filled once a suitable candidate is found