Head of Customer Success

LOCATION: Lauttasaari, Helsinki / Hybrid model (3 days per week on-site)

Are you a data-driven Customer Success leader who’s always asking what truly makes a customer experience great? Would you like to take the lead in a mixed-reality gaming company with a mission to get people moving – in a role that blends hands-on development with strategy (roughly 50/50)?

We’re looking for a Head of Customer Success to take ownership of Valo Motion’s global B2B customer success operations, designing how we deliver value at scale through systems, culture, and data that keep our customers happy and our growth sustainable. As a leader, you’ll be in contact with your team on a daily basis, coaching, supporting, and helping solve real customer cases as you develop processes and systems that scale.

You’ll ensure every partner, operator, and player enjoys smooth, reliable, and genuinely delightful experiences behind the world’s most advanced active gaming systems. If building scalable customer success foundations in a growing international company, while staying close to the day-to-day reality of players and partners, sounds like the kind of challenge you’ve been looking for, keep reading!

Key points about the role: 

• Lead and scale Customer Success – hands-on: Design and continuously improve how we deliver value and happiness to our customers worldwide, while being deeply involved in day-to-day collaboration with your team.
• Coach a global team of customer success: Lead and support our customer success team of 11, guiding daily operations, reviewing cases, and helping the team grow into an even better, independent, team with a truly customer-centric mindset.
• Drive partner collaboration: Manage and develop our outsourced service partner, setting shared standards for quality, communication, and improvement.
• Lead through data and systems: Build visibility through clear KPIs and tools like Zendesk, turning data into insight and action.
• Global scope, hybrid setup: A hybrid role based in Helsinki (3 days/week on-site).

👋 Let us introduce ourselves quickly: our team is working at the intersection of gaming and physical activity. Our products ValoClimb, ValoArena, and ValoJump combine mixed-reality games with real-world physical movement like climbing and jumping, creating experiences that make people, especially kids, move more and have fun together. With installations in over 80 countries, we’re a Finnish growth company bringing more play and motion into everyday life.

Our B2B customers are as diverse as the experiences we create. You’ll find our products in family entertainment centers, trampoline parks, climbing gyms, and resorts – anywhere people love to enjoy physical movement and have fun. 

How will you lead Customer Success at Valo Motion?

As Head of Customer Success, you’ll lead how Valo Motion supports and delights its global customers, from family entertainment centres and trampoline parks to climbing gyms and other activity venues. You’ll have real ownership, freedom to make decisions, and the trust to shape how Customer Success develops long-term.

This is a strategic and hands-on leadership role: you’ll design frameworks and metrics, but you’ll also stay close to real data, cases, and people. You’ll refine how Customer Success operates at scale, strengthen collaboration with our outsourced service partner, and build the systems and culture that make every experience smooth, measurable, and human. You’ll collaborate closely with Sales, Development, and Marketing leaders to ensure information and feedback flows smoothly between teams.

You’ll be leading and working closely with your customer success team of 11, reviewing support cases, listening to customer feedback, and helping solve challenges together. By staying close to real interactions, you’ll understand what drives customer happiness and how to turn that understanding into better systems and processes.

Here’s how your work as Head of Customer Success would roughly divide between different focus areas – a mix of strategy and hands-on development (around 50/50 overall):

• Lead and align the customer success strategy: Refine how we define and measure Customer Success, but also stay close to the team and the customers to make sure improvements work in practice. Translate our vision into clear goals, roles, and workflows, and build a culture of ownership, empathy, and data-driven improvement, where customer happiness is the key metric of success.
• Team leadership: Lead, coach, and support your global Customer Success team in their daily work. Stay close to real cases and work directly with your team to review tickets, listen to calls, and turn customer feedback into meaningful improvements. Guide communication and tone, ensure consistent quality, and help the team grow into an independent, high-performing unit.
• Outsourced partner management: Manage collaboration with our outsourced service provider, including performance reviews, KPI tracking, contract discussions, and improvement initiatives to ensure the partnership scales effectively and adds value.
• Build visibility and improve systems: Turn customer operations into measurable insight. Create dashboards and metrics (CSAT, NPS, uptime, first-contact resolution) that make performance transparent. Optimize tools like Zendesk and streamline data flow across teams so information never gets stuck.
• Strengthen collaboration: Work closely with Sales, Development, and Marketing to turn customer feedback into meaningful product and process improvements, and step in yourself when needed to help solve real cases.

What does success look like in the first year?

• After 6 months: You’ve strengthened structure and visibility, and brought even more clarity to Customer Success and the daily work: KPIs are live, partner collaboration is smooth, and the biggest improvement projects are well underway.
• After 12 months: You’ve made your mark. Customer Success runs predictably and transparently, with higher satisfaction scores and scalable systems that support growth. The partner model and internal processes scale efficiently as Valo Motion continues to grow, and customer insights actively guide both business and product decisions.

Critical know-how you’ll need in this role

✅ Customer Success leadership experience: You’ve led customer success or service operations in a hardware + SaaS environment and understand what it takes to deliver value at scale.

✅ Customer-centric mindset: You deeply understand what creates great customer experiences. You’re curious about the customer journey and use that understanding to coach your team and improve how we serve our clients every day.

✅ Based in Finland & fluency in English: You’re able to work from our Helsinki (Lauttasaari) office regularly as part of a hybrid setup. Our team is international, so English is essential for daily collaboration.

✅ Team leadership and partner management expertise: You’ve led and coached a distributed team and managed outsourced service partners, driving performance, clarity, and collaboration through KPIs, feedback, and continuous improvement.

✅ Data-driven mindset and tools expertise: You’re comfortable turning numbers into insights and actions. You’ve worked with platforms like Zendesk or similar systems and know how to make data flow across teams.

✅ Strategic and hands-on mindset: You combine planning with doing: building systems and structure, but also staying close to real data, cases, and people. You think long-term, but you make things work day to day.

✅ Strong communicator and collaborator: You lead with empathy, clarity, and accountability, inspiring confidence across teams and partners.

Why join Valo Motion right now? 

#1 Build and lead a customer success foundation that scales globally.

In this leadership role, you’ll design the systems and culture that define success, but you’ll also help and guide your team to succeed in their daily tasks. You’ll have full ownership to shape how we support our customers: the systems, culture, and metrics that define success. It’s strategy and hands-on work in equal measure, building something that scales while staying close to real data, people, and customers.

#2 Build something new in a growing global company.

If you’re the kind of leader who wants to build, not just maintain, this is your chance. We’re scaling fast, and this role exists because we’re growing, not fixing. You’ll get to create even better structures, systems, and partnerships that scale globally – in a financially solid,  founder-led company where ownership is encouraged!

#3 Work for a healthy mission that moves people.

You’ll be part of a company that’s proving games can make the world a little healthier and happier. That meaningful impact can go hand in hand with solid business growth. 

👉 Get to know the life and culture at Valo Motion!

How can you apply?

If this sounds like the kind of challenge you’ve been looking for, we’d love to hear from you. Apply by Nov 9 by leaving your contact information and resume here.

Here’s what you can expect from the recruitment process: 

1. Initial call (30 min): A video call with our recruiter, Linda from TalentBee.
2. Chat with your future manager: You'll meet with our COO Leo & our Customer Success Consultant, Laura, Google Meet.
3. We may assign a role-related case task or an in-depth questionnaire to show your approach.
4. Interview at the office: Meet the Valo Motion team at the office – you get to meet the rest of the team and get familiarized with our products.
5. Reference check and suitability assessment (if needed)
6. Job offer: If we’re a mutual fit, we’ll make you a job offer!
7. Welcome to Valo Motion – let the fun begin!