Team Lead Customer Success
About Us
Netigate is a leading European Experience Management (XM) company, helping organizations turn insights into growth by understanding and acting on the experiences of their customers and employees.
Headquartered in Stockholm with offices across Europe in Helsinki, Frankfurt and Rotterdam, Netigate serves more than 1,500 clients globally, including Erste Group, Sandvik, Fortnox, KLM/Air France and Apoteket. We are ~130 employees across the Nordic countries in Helsinki, Oslo and Stockholm and in the rest of Europe in Frankfurt, Berlin, Rotterdam, London and Paris.
Following the recent merger with the Dutch digital experience platform Mopinion, Netigate now delivers a unique end-to-end platform for experience management - covering every touchpoint across web, mobile, and employee journeys.
Your Role at a Glance
As the Team Lead Customer Success, you are responsible for leading and developing the Customer Success team, with team members located in Helsinki and Stockholm. You act as the key link between your team, other departments, and senior management. Your primary mission is to ensure structured and scalable value delivery of our Customer Experience and Employee Experience management offering to customers - including managing your own customer portfolio with a strong commercial focus and own quota.
This hybrid role is based in Helsinki, with 1-2 days of office presence per week. The position combines approximately 30% leadership responsibilities with 70% operational work, including direct customer engagement, portfolio management, and strategic contributions to the development of the Customer Success department. We’re also at the moment transforming our ways of working to be more data driven, and depending on your preference, you could also take a strong role in making this transformation happen.
Your Key Responsibilities
- Lead and coach a distributed team of 6 Customer Success Managers, fostering a culture of collaboration, performance, and growth.
- Manage your own customer portfolio, ensuring successful onboarding, adoption, and long-term retention.
- Identify and execute upsell and cross-sell opportunities and closing renewals.
- Support your team in resolving complex customer inquiries and escalations.
- Contribute to the optimization of Customer Success processes and strategies, with a focus on scalability and automation.
- Monitor key KPIs (e.g. NPS, retention, active users, upsells) and report results to senior management.
- Collaborate cross-functionally with Sales, Marketing, and Product to continuously improve the customer journey.
Your Profile
- Proven experience in Customer Success or a similar client-facing role, ideally in SaaS or tech.
- Experience from Customer Experience or Employee Experience management is a big plus
- Demonstrated experience in selling, upselling or commercial account management.
- Being comfortable with working with contracts and contract negotiations especially in Finnish.
- Strong leadership skills and a passion for team development.
- Strategic mindset with operational excellence and a data-driven approach.
- Excellent communication and stakeholder management abilities.
- Fluent in Finnish and English; Swedish, German, French or Dutch are a plus.
- Comfortable working in a hybrid setup with cross-border teams.
What you can expect
- Commission on top of your fixed salary, paid out on quarterly basis.
- An inclusive and supportive work environment where diversity and creativity are celebrated.
- An environment where your ideas are valued, and you have the opportunity to make a meaningful contribution from the start.
- Opportunities for professional growth and career advancement within an international growing company.
- No matter your role, whether you're just starting out or in a leadership position, we focus on the value you bring to the table. Creativity and impact are what matter most.
- We believe in celebrating our achievements. Wether it's a summer festival or New Year party: we make sure to enjoy our successes and build strong team connections.
Our Culture
At the heart of Netigate lies the NetiMaker mindset - our foundation for how we work and grow together. Being a NetiMaker means taking ownership, staying curious, holding ourselves accountable, and driving progress with purpose.
We believe that a great employee experience is the foundation of a great customer experience - and this belief shapes everything we do.
At Netigate, we pride ourselves on our collaborative, imaginative, and learning-focused culture. We believe in the collective strength of diverse perspectives - the power of WE. Together, we create an atmosphere where fresh ideas are shared, challenges are embraced, and individual growth is encouraged.
We encourage all applicants to consider submitting an anonymous CV as part of our commitment to fostering a non-discriminatory and inclusive recruitment process. In line with this, we aim to ensure transparency around compensation and will share indicative salary ranges during the initial conversation.
- Department
- Customer Success
- Locations
- Helsinki
- Remote status
- Hybrid

About Netigate AB
Netigate is an international SaaS company offering a comprehensive experience management solution for organizations that seek to have an in-depth understanding of their employees and customers. We combine powerful AI and machine learning technologies with a large team of in-house insight consultants to help our customers extract actionable insights from their data and turn experience into growth.
Netigate is over 130 employees strong, headquartered in Stockholm, with regional offices in Frankfurt, Helsinki and Warsaw.
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