Customer Success Manager

Salary Competitive

We are looking for a tech-savvy person who loves building human relationships and helping customers achieve their desired goals.

You will be the face and spirit of CHAOS, responsible for making our customers feel like partners and ensuring an excellent experience in all phases of their journey. If the description below resonates with you, we would love to see you grow into our family.

Please notice that a native or professional level of Finnish language is required for this position.

The position will be filled as soon as the right candidate is found.


Responsibilities and KPIs of the role:

  • Contribute to increasing the % of MRR growth by upselling and cross-selling (Expansion MRR).

  • Contribute to increasing the number of accounts retained, lowering the churn (Account Retention Rate).

  • Increase product adoption and stickiness, including implementing strategies to gather customer feedback at each stage of the customer's lifecycle.

  • Aim for a month-over-month improvement in Customer’s Health Mix and ensure the value each customer relationship brings to the Client (Customer Lifetime Value).

  • Provide a high-quality customer experience and build an emotional connection between the customer and our brand, to increase word of mouth, referrals, and other advocacy activities such as reviews and case studies (Customer loyalty and engagement).

  • Plan, create, and deliver effective knowledge base content to provide customers with quality self-service support.


Experience and skills required:

  • A seasoned Customer Success or Key Account Manager (+3 year experience)

  • Passionate about people.

  • Strong written and verbal communication skills in Finnish and English. Other nordic languages are a plus.

  • Demonstrated ability to increase customer satisfaction and negotiate with customers.

  • Industry knowledge in real estate or city development processes.

  • Experience with SaaS is a big plus.


About us

At CHAOS, we believe that the development and economic growth of liveable cities depend on stakeholders making informed people-focused decisions.

Our solution is a dynamic SaaS platform that combines People & Location Intelligence to create insights and city forecasts through artificial intelligence. This enables our customers to perform a higher degree analysis for their investment and city development decisions, which ensures high-value deals for them while leading to the creation of more liveable and sustainable cities around the world.

Our solution provides a better understanding of cities' complexity in the form of an easy and intuitive map-based dashboard, which our customers access through a license.

Read more about why we do what we do here: https://chaosarchitects.com/our-vision/

Know the CHAOS team here: https://chaosarchitects.com/team/


What to expect:

  • Passion & Impact

We offer an opportunity to make a difference while following your passion. I speak for the team when saying we are firm believers that we can make cities better for everyone through technology and data, but overall through people's understanding. If you are seeking not only to have an impact but also to see your input be part of that impact, then this is your place.

  • Challenges & Growth

We are working on an Artificial Intelligence forecasting platform for creating liveable cities. We are the only smart city expert that combines urban data with crowd insights in one single platform. The complexity of our solution requires a solid vision and a sturdy architecture, but also plenty of creative problems solving, and most importantly a simple but bold message. Such an environment encourages a continuous learning curve.

  • Trust. Customers & Partners

We work with big players such as Noste, FinCap, NCC, YIT, and City of Helsinki, who we have built solid relationships with and who contribute to validating the product from its early R&D stages. We are backed up by a selection of Angel investors with strong industry and business expertise, and, most importantly, who also believe in our solution and our team.

  • Team

Our other strength is our team, composed of talent from 9 different countries and a wide range of expertise (machine learning, data science, computer science, urban planning, IT, marketing, sales...). They are all driven by values, lead their processes and have built good team working dynamics.


Other sweet stuff about working with us:

  • Horizontal organization

  • We support a work-life balance (parents and pet owners welcome!).

  • Occupational Healthcare

  • International environment (9 different nationalities!)

  • Equity / options

  • You will grow into our family

  • Brainstorming coffee (or tea) sessions and team breakfasts

  • Daily fruits and snacks to keep the energy up!

  • Working in hybrid mode, with a lovely office in the centre of Helsinki

For more information or questions please contact us at paloma.bautista@chaosarchitects.com or phone number 0409310222

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Free office snacks
Free office snacks

Peckish after lunch? We got your back with soft drinks, treats and fruit.

Free friday beers
Free friday beers

Friday is something special, let's enjoy a beer together.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

See all 7 benefits

Working at
CHAOS

At CHAOS we provide a better understanding of cities’ complexity in an easy and lean way. Our AI-powered urban insights and forecasts enable fact-based decision-making for real estate investment and city development, which leads to the creation of more liveable cities around the world. By integrating data that different systems are creating with the data that people produce in their living environment we produce indexes that allows to measure the performance of cities today and simulate future scenarios.  Our ultimate purpose  is to create better and more sustainable cities for everyone around the world. We believe this should be achieved through data, technology and by including people. We are a multicultural team composed by exceptional talent leading in the tech and smart city industry. Business women and men, change-drivers, nerds, speakers, thinkers and doers. We value team work, progressive thinking, passion and grit. And we work in hybrid mode, half remote and half from our very cool office in the heart of Helsinki!

Read more about CHAOS

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