Customer Success Manager, Finland

About the role

Qualdatrix Oy is a fast-growing Finnish B2B software company headquartered in Espoo, Finland. Experiencing year-over-year expansion, Qualdatrix operates with a lean, highly skilled team and serves an international client base, with the vast majority of its customers located outside of Finland.

Qualdatrix is the developer behind Data Content Manager (DCM), a native data quality managementapplication built directly on top of the ServiceNow platform.

ServiceNow serves as the digital backbone for enterprise operations, but its value relies heavily on trustworthy data within the Configuration Management Databases (CMDB), and other foundational data tables. Data Content Manager acts as a governance and enablement tool designed to define, audit, and improve data quality across ServiceNow environments.

Customer Success Manager role

The primary mission in this role is to ensure international clients have a seamless, high-value onboarding experience during their first critical months and year. The Customer Success Manager will act as the face of Qualdatrix, guiding expert-level stakeholders through training programs, interactive workshops, and ongoing product enablement.

By owning the customer onboarding journey and freeing up key internal resources, this position directly drives customer retention, satisfaction, and contract renewals.

As the company's product is built on ServiceNow platform, foundational understanding of the ServiceNow ecosystem, IT Service Management (ITSM), ITIL best practices, and configuration management is essential. While deeply technical or developer-level ServiceNow skills are not required, user-level experience and domain comprehension will allow you to quickly grasp the product's business logic and workflows, and to guide your clients on using their new product the best way possible. This role offers strong growth potential, allowing you to expand your responsibilities over time and shape your career path based on your personal interests, skills, and strengths as the company scales.

Work tasks

• Lead Onboarding & Live Training: Deliver high-energy, high-quality virtual training sessions and interactive workshops online for enterprise clients across different time zones.
• Content Creation & Maintenance: Build, curate, and update online training libraries.
• Drive Business Value: Guide clients through their 12-month lifecycle (intensive first 2 months, followed by continuous check-ins and sparring) to ensure high product adoption and successful contract renewals.
• Product & Process Ownership: Take pride in owning the onboarding experience and continuously refine training methods based on customer feedback.
• Help with Customer Support & Enablement: Act as a first-line product specialist, answering customer inquiries, resolving functional questions, and providing advice on best practices.

We are looking for

We are looking for someone who combines top-tier presentation skills with a sense of product ownership.

Skills, you'll need in this role:

• Presentation & Training Mastery : Ability to host engaging, high-quality training sessions in front of demanding enterprise audiences
• Communication & Language: Fluent or native English skills (verbal and written) capable of conveying complex product concepts clearly in a global environment.
• ServiceNow & ITIL Background: Familiarity with the ServiceNow platform (at a user or functional level), ITSM processes, configuration management, or ITIL frameworks. Experience working as a ServiceNow consultant, trainer, or product owner is a major asset.
• B2B/SaaS Training Experience: Prior background in B2B SaaS onboarding, corporate training, product documentation, or Customer Success roles where content creation was a key responsibility.
• Product Ownership Mindset: Motivation to take full ownership of the onboarding process, continuously refining materials and methods based on customer feedback.
• Self-Driven & Trustworthy: Highly organized and independent worker with a hands-on, proactive attitude.

Our recruitment process

This recruitment process is handled by Academic Work and it is our clients wish that all questions regarding the position is directed to Academic Work.

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the next phase. The process includes two tests: one personality test and one cognitive test. The tests are tools to find the right talent for the right position, to enable equality, diversity, and a fair process.