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Customer Success & Onboarding Specialist

Moder recruit

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As Moder’s Customer Success & Onboarding Specialist, you guide customers from their very first steps with Moder to confident everyday use.

People

1 person

Beds

Bedrooms x 1

Beds x 1

Bathrooms

Bathrooms x 1

WC x 1

Pets

Allowed

We're not actively recruiting ATM, but we're always looking for new interesting talents. So, if the role speaks to you, send us your application and we’ll be in touch sooner than you think! ✨

🎯Purpose of the Role

We didn’t just build another hotel system, we reimagined how resort and hotel operations should work in a modern, experience-driven world. Our customers say: “We love Moder because if you can read, you can use it.”

As our Customer Success & Onboarding Specialist, you turn that promise into reality. You guide customers from their first steps with Moder to confident everyday use, making a big system change feel simple, human, and modern. You're a CS all-rounder supporting all our customers and leading onboarding for small and mid-sized teams.

You’ll join a close-knit team that supports customers from onboarding to daily usage.

⚙️ Key Responsibilities

  • Deliver onboarding sessions and ensure customers start strong.

  • Handle support requests and escalate when needed.

  • Build trusted relationships through proactive communication.

  • Monitor usage and identify where extra training helps.

  • Work with the CS Manager on daily priorities.

  • Coordinate with colleagues for smooth onboarding and support.

  • Share customer insights with the Product team.

  • Improve processes, documentation, and training materials.

  • Support metrics like adoption, satisfaction, and retention.

  • Spot upsell opportunities and hand them to Sales.

🚀 What Success Looks Like (First 6–12 Months)

  • Customers feel supported and confident using Moder.

  • You become the go-to person for your accounts.

  • Adoption, satisfaction, and retention trend upwards.

  • Support cases are handled with clarity and calm.

  • You help enhance onboarding flows and help articles.

🧩 Who You Are

Must-haves

  • Hospitality experience (hotel, resort, or activity).

  • Strong communicator with genuine customer empathy.

  • Comfortable learning and explaining digital tools.

  • Curious, adaptable, and quick to learn.

  • Proactive problem-solver with good judgment.

  • Thrives in a fast-moving scale-up environment.

  • Supportive team player.

  • Fluent in Finnish, Swedish, and English.

Nice-to-haves

  • CS, onboarding, or support experience in SaaS/tech.

  • Familiarity with PMS or similar systems.

  • Startup or scale-up background.

💛 What We Offer

  • Occupational healthcare.

  • Six weeks of paid annual leave from day one.

  • Remote-first work in Finland + optional Pasila office.

  • High-quality equipment (mobile, laptop, accessories).

  • A warm, slightly goofy, genuinely supportive team.

  • Company retreats to reconnect and recharge.

  • A front-row seat in a fast-growing hospitality tech scaleup.

🧭 Recruitment Process

  • Application review and screening.

  • 1–2 interviews with the CS Manager and Founder.

  • Short practical assignment.

  • Final chat + fast decision.

  • Written offer, if selected

Reports to: COO & Customer Success Team Lead

Location: Remote (Finland)

Salary: 2 800–3 500 € + benefits

How to Apply

  • Make an online booking for this “room type” (one night only).

  • Add your details and CV in the “Additional info” field.

  • (Optional) Include a 30-second video.

Amenities

  • Pets allowed