About the job

We're looking for a dedicated Customer Success Manager & Support Associate to ensure that our Finnish B2B customers have a positive experience with Singa throughout their entire lifecycle. Your primary objective is to build and maintain strong, long-lasting customer relationships, ultimately leading to customer satisfaction, retention, expansion, and loyalty.

You will work closely with the growth and global customer success teams, focusing on proactive customer success tasks and improving retention. Your work will include kick-off meetings, business review and onboarding meetings, and supporting existing customers to succeed by increasing customer engagement, satisfaction, and product adoption.

Key Responsibilities

• Build and nurture strong customer relationships through proactive communication, regular check-ins, and strategic guidance.

• Act as the main point of contact for customers, resolving issues and collaborating with internal teams to ensure a seamless experience.

• Drive customer retention and expansion in collaboration with Account Executives by supporting renewals and identifying upsell or cross-sell opportunities.

• Deliver ongoing training and enablement to increase product adoption and customer satisfaction.

• Collect and share customer feedback to support continuous product improvement.

• Encourage customer advocacy through testimonials, case studies, and other marketing initiatives.

   

Skills and Qualifications

• Strong verbal and written communication skills

• Empathetic and customer-focused mindset

• Strong problem-solving abilities

• Ability to manage multiple accounts and prioritize effectively

• Sales acumen, including identifying upsell and cross-sell opportunities

• Ability to challenge and guide customers toward better outcomes

• Comfortable analyzing customer data and success metrics (e.g., NRR, churn rate)

• Collaborative team player who works well across sales, marketing, and product teams

• Adaptable and comfortable in a dynamic, fast-paced environment

Your Role

This is a dynamic position where you'll split your week between strategic customer success and responsive support.

 Customer Success (3 days/week)

Focus on nurturing our Finnish B2B clients. You'll work to understand their needs, drive adoption, and ensure they're set up for success, ultimately boosting retention and growth

 Customer Support (2 days/week)

Be the first point of contact for general support queries via email and phone. You'll provide swift, friendly assistance to keep our users singing.

Growth & Insights

Collaborate with our global teams, providing valuable insights from the Finnish market and helping to enable and streamline our support processes.

 Quality & Admin

Assist with essential back-office tasks, including quality assurance and administrative duties, to keep our operations running smoothly.

What We Offer

 Competitive Compensation

Base salary approximately 3000 € /month depending on experience, plus a monthly performance-based bonus. On-target earnings around 4000 € /month

 Clear Bonus Structure

Directly benefit from your success with a bonus structure tied to key metrics like Net Retention Rate (NRR).

 A Passionate Team

Join a team that genuinely loves music, technology, and creating joyful experiences for people.

 Impactful Work

Play a crucial role in our Finnish market expansion and see the direct results of your efforts.

About Singa

Singa is transforming the global karaoke industry with a modern streaming platform that serves 2 million+ users and 1,600+ venues across 34 countries. With 100,000+ songs including original artist recordings through partnerships with major labels like Warner Music Group, we're building the digital future of karaoke.

Work Model

Hybrid: In the Helsinki Capital Region, we aim a hybrid setup with 2–3 remote days per week. For those living outside the capital region, we typically aim for around five office days per month.

Our Commitment to Diversity

We’re building a team that reflects the diversity of the communities and customers we serve. We evaluate candidates based on their skills, customer mindset, and problem-solving ability, not academic pedigree or career path. We provide interview accommodations for candidates who need them.

Don’t meet every single requirement? If you’re excited about helping customers succeed, building strong relationships, and solving meaningful problems, we encourage you to apply

How to Apply 

If this sounds like you, come join us in spreading the joy of singing! Please send your resume or Linkedin profile and answer the questions in the application form.

We review applications already during the application period and will fill the position as soon as we find the right person, so we encourage you to apply quickly. Our recruitment process includes interviews as well as a take-home assignment.