Build the operational backbone of the Nordic leader in nonprofit SaaS

CRM-service is the leading SaaS platform for nonprofit and membership-driven organisations across the Nordics. The platform brings together membership management, communications, invoicing, events, and donations in one place, replacing fragmented tools with a single connected solution.

Founded in Finland in 2007 and profitable throughout, we entered Sweden in 2023 and quickly built strong traction there. Now as we are entering a new phase of international growth and scaling, we're looking for a COO to own the full post-sale customer journey and build the organisation that will carry us through this expansion.

The role

You will own Customer Success, Support, and Professional Services, and be responsible for turning a fast-growing but largely reactive delivery organisation into something scalable and commercially sharp. You will report to the CEO, be a part of the management team, and be hands-on where it matters.

The role can be based in Finland or Sweden.

What you will do

• Own Customer Success, Support, and Professional Services, including commercial performance across NRR, churn, upsell, and PS revenue

• Build the Customer Success function

• Drive a shift from person-dependent delivery toward standardised, scalable models

• Lead AI-enabled transformation across services and support

• Review and follow up KPIs across all three functions: time-to-value, CSAT, NPS, utilisation, and retention

• Build and develop a cross-border team spanning Finland and Sweden, with new markets to follow

• Work closely with Sales on expansion pipeline, renewals, and customer health

• Collaborate with Product on feedback loops and roadmap input

• Act as the internal voice of the customer

Who you are

• Experienced in post-sale leadership. You have led Customer Success, Professional Services, or Account Management in a B2B SaaS business and understand recurring revenue dynamics.

• Commercially driven. NRR, churn, and expansion are not just metrics to you: they are the story of whether the business is working.

• A builder. You have created CS functions, standardised delivery processes, and built teams from scratch. You do not wait for the org chart to be perfect before getting things done.

• Hands-on. You set strategy and then roll up your sleeves. You are as comfortable running an implementation retrospective as presenting to the board.

• A strong cross-border leader. You know how to manage distributed teams across cultures, reduce key-person risk, and create a shared identity across borders.

• Realistic about AI. You have a clear-eyed view of what is achievable in 6 to 12 months and are already putting tools to work.

• Fluency in Finnish or Swedish and English is required, written and verbal.

What's in it for you

• A key leadership role at a company with strong product-market fit and a clear Nordic expansion roadmap

• Greenfield opportunity to build a CS function and reshape delivery and support

• The backing of Monterro and access to a peer network across approximately 30 Nordic software companies

• Competitive terms, flexible working, and the choice of Finland or Sweden