About us
CHAOS turns complex location data into decision-ready intelligence for real estate and business leaders, combining 40+ Nordic data sources with our customers' own portfolio data through the CHAOS AI Spatial Engine. Founded in Helsinki in 2017, we have a working product, real revenue, and a platform vision we're just beginning to build toward.
The role
We’re hiring a **Senior Customer Success Manager** to take real ownership of what happens after a customer signs. Not a customer technical support but a real relationship builder.
We need someone who gets close enough to our customers to understand what they’re actually trying to accomplish, gets them using CHAOS in ways that matter to their business, and knows when an account is ready to grow — or at risk of leaving.
You’ll own customers from onboarding through adoption, renewal and expansion. You’ll work directly with senior and C-level stakeholders, and closely with our CEO and product teams.
And we should be clear: we don’t have a perfectly built Customer Success machine waiting for you. Some processes exist. Some need to get much better. Some you’ll need to build. If you’ve built strong customer relationships before and like figuring out how to turn those relationships into retention, expansion and a better product, this is for you.
What you'll own
Right now:
Take ownership of our existing customer portfolio, including some of our most important accounts
Get very clear on why each customer bought CHAOS, what value they expect from it, and whether we’re actually delivering it
Lead onboarding and get customers to meaningful value quickly
Build relationships beyond a single champion, including with senior and C-level decision-makers
Own renewals before they become last-minute conversations
Spot churn risks early and do something about them
Identify where successful use cases can turn into upsell, cross-sell or broader enterprise adoption
Keep a clear, honest view of customer health, renewal probability and expansion potential
Build to scale:
Help us turn Customer Success from a set of activities into a repeatable operating model
Build the playbooks and rhythms around onboarding, adoption, account reviews, renewals and expansion
Define the signals that actually tell us whether a customer is healthy
Create a stronger feedback loop between customers and Product — not a feature-request inbox, but a real understanding of what creates value
Help us understand what separates customers who adopt and expand from those who don’t
Build a Customer Success approach that can support a much larger customer base without losing the human relationships that matter
Who we are looking for
Required:
Several years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS, data, analytics or technology
Experience owning customers through renewals and expansion, not just onboarding or support
Comfortable talking to both the person using the product and the executive deciding whether to keep paying for it
Commercially minded. You should care about customer relationships, but also understand that retention and expansion are business outcomes
Able to understand a technical, data-heavy product well enough to translate it into customer value
Proactive enough to call a customer before the problem becomes obvious
Structured enough to keep multiple accounts, stakeholders, renewals and opportunities moving at once
Fluent English and Finnish, based in or willing to work hybrid from the Helsinki region.
Nice to have:
Experience with real estate, property, location intelligence or spatial data
Experience with enterprise SaaS or complex B2B accounts
Experience building Customer Success processes rather than only working inside an established system
Familiarity with AI, analytics or data platforms
Swedish or another Nordic language
Why this role, why now?
We have customers we want to keep for years, accounts with room to grow, and enterprise relationships that could become significantly bigger than where they started.
If we do this well and the company grows the way we expect it to, the role grows with it. We’re not promising a title or a specific team size today. We are saying that the person who proves they can build this with us will have room to take on much more.
Competitive salary. Hybrid from Helsinki, on a small team where you’ll work directly with Product, Commercial and the CEO.
How to apply?
Please apply between 02.09 - 20.09. 2026
Also add a short note about a customer relationship you materially changed.
Maybe you saved an account that was going to churn. Maybe you turned one use case into a much bigger relationship. Maybe you built a CS process that actually worked.
Tell us what was happening, what you did, and what changed. That tells us more than a cover letter will.
Having questions? Contact Natalia Rincón-Eriksson for more information: natalia.rincon@chaosarchitects.com, 0409359824