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.
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WHAT YOU WILL DO
In this role, you will:
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Own the overall customer relationship, from operational stability through to long-term value realization
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Act as a trusted partner to Finance, AP, IT, and Transformation stakeholders
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Lead structured, value-driven conversations focused on outcomes, not just activity
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Translate customer goals into clear success plans, measurable results, and concrete next steps
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Identify and progress expansion opportunities rooted in real customer needs and data
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Coordinate closely with Sales, Professional Services, Product, and Partners to drive momentum
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Represent the customer internally, escalating when needed and pushing for resolution when things are difficult
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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:
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Building strong credibility with key customer stakeholders
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Bringing structure and clarity to complex or stalled situations
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Helping customers realize tangible value from their Basware investment
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Contributing to sustainable growth through trust-based expansion opportunities
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Becoming a recognized internal voice for your customers
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
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Native or fluent German and strong professional English
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Experience in Customer Success, Account Management, Consulting, or Enterprise SaaS roles
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Proven ability to manage enterprise customers with multiple stakeholders
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Comfort engaging with senior customer stakeholders across Finance, IT, and Operations
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Strong communication skills — structured, clear, and credible
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Ability to balance empathy with direction: listening carefully while also setting boundaries
Nice to have
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Exposure to SAP / ERP environments or finance transformation initiatives
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Experience with automation, finance systems, or compliance-driven projects
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Background in consulting, change management, or value-based selling
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Ability to navigate technical topics (integrations, ERP landscapes, workflows) with credibility
MINDSET & MOTIVATION
You might be a good fit if:
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You care deeply about customers, without confusing empathy with passivity
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You’re comfortable saying “I don’t know yet — but I’ll figure it out”
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You appreciate structure, but rely on judgment when the situation demands it
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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.
Awareness of artificial intelligence concepts, tools, or applications is considered a strong asset. We highly value candidates who demonstrate curiosity, a proactive mindset, and a willingness to explore and incorporate AI-driven technologies into their work. We support continuous learning in this area.