Job Description
TEAM DESCRIPTION & ROLE OVERVIEW
NextGen is Basware’s growth and transformation program for a selected group of high-potential enterprise customers.
These are strategic, often complex accounts where Basware already has a strong footprint — and where the ambition is to deepen partnership, scale value, and support long-term transformation.
As a Customer Success Manager – NextGen (Germany), you will work with a focused portfolio of large, German-speaking customers who are navigating significant change: ERP transformations (notably SAP S/4HANA), increasing regulatory requirements, automation ambitions, and rising expectations from Finance leadership.
This is not a traditional “account management” role.
It is a role for someone who enjoys owning outcomes, building credibility with senior stakeholders, and helping customers move forward when situations are complex or unclear.
WHAT YOU WILL DO
In this role, you will:
1. Own the overall customer relationship, from operational stability through to long-term value realization
2. Act as a trusted partner to Finance, AP, IT, and Transformation stakeholders
3. Lead structured, value-driven conversations focused on outcomes, not just activity
4. Translate customer goals into clear success plans, measurable results, and concrete next steps
5. Identify and progress expansion opportunities rooted in real customer needs and data
6. Coordinate closely with Sales, Professional Services, Product, and Partners to drive momentum
7. Represent the customer internally, escalating when needed and pushing for resolution when things are difficult
8. Manage a focused portfolio of ~7–9 enterprise customers
You will operate with a high level of autonomy — but not in isolation.
NextGen provides executive sponsorship, structured governance, shared playbooks, and close collaboration with experienced peers across Customer Success, Sales, and Professional Services. You are expected to lead, take ownership, and be comfortable with ambiguity — with support when complexity increases.
WHAT SUCCESS LOOKS LIKE
In your first 6–12 months, success means:
9. Building strong credibility with key customer stakeholders
10. Bringing structure and clarity to complex or stalled situations
11. Helping customers realize tangible value from their Basware investment
12. Contributing to sustainable growth through trust-based expansion opportunities
13. Becoming a recognized internal voice for your customers
Skills & Requirements
SKILLS & CANDIDATE PROFILE
We’re looking for someone who takes customer impact seriously, is curious about complexity, and is comfortable learning as they go.
Required
14. Native or fluent German and strong professional English
15. Experience in Customer Success, Account Management, Consulting, or Enterprise SaaS roles
16. Proven ability to manage enterprise customers with multiple stakeholders
17. Comfort engaging with senior customer stakeholders across Finance, IT, and Operations
18. Strong communication skills — structured, clear, and credible
19. Ability to balance empathy with direction: listening carefully while also setting boundaries
Nice to have
20. Exposure to SAP / ERP environments or finance transformation initiatives
21. Experience with automation, finance systems, or compliance-driven projects
22. Background in consulting, change management, or value-based selling
23. Ability to navigate technical topics (integrations, ERP landscapes, workflows) with credibility
MINDSET & MOTIVATION
You might be a good fit if:
24. You care deeply about customers, without confusing empathy with passivity
25. You’re comfortable saying “I don’t know yet — but I’ll figure it out”
26. You appreciate structure, but rely on judgment when the situation demands it
27. You enjoy responsibility and want to keep growing in scope and impact
This role is demanding — but it is also highly visible, meaningful, and a strong platform for growth within Basware. We value realism over perfection, curiosity over ego, and progress over comfort.