Customer Success Specialist

Helsinki

A note before you dive in:
This is an early look at a role we’re defining right now (with you).
Why this role, why now?
Zero is growing fast. We are heading for a full commercial launch across Europe and the US in the fall, and we need more human hands on deck to build and tell customer success stories.
We can achieve much more with a lean, AI-enabled team. In the world of AI Slop, human touch is more important than ever.
Our journey so far:
June 2024: Conception, prototyping, $2.7M pre-seed funding led by 20VC - backed by operators from Shopify, Dropbox, OpenAI, Airtable, Meta, and Spotify - joined by founders like James Hawkins (PostHog), Ilkka Paananen (Supercell) and many more.
Dec 2024: Launched publicly, hit 1k waitlist signups in week one.
2025: Onboarded design partners weekly, converted them into paying customers across Europe and the US, grew the team to 10.
May 2026: Significant Seed round led by a top-tier US investor (TBA), joined by amazing angels - co-founders, operators and researchers from Lovable, OpenAI, Langdock and more.
2026 (Now): Revenue growing fast ahead of our Europe + US launch this fall. Growing our customer team: this role is one of its first hires.

Customer Success, Helsinki

Location: Helsinki center (Kamppi), onsite. You’ll be in the room with the founding team.
Language: English. No Finnish required.
Compensation: Base salary and ownership

TL;DR

Be one of the first hires on our customer team at a seed-stage startup backed by top-tier US and European investors.
The founders previously founded and scaled Smartly.io past $100M ARR and brought along a founding team of early operators from Nordic unicorns and scale-ups.
Work directly with the founding team and our customers from day one.
You’ll be the human in the loop of our AI-native support system, and you’ll own it.
You don’t need years of experience. Recent grads and early-career operators are exactly who we’re looking for.
Clear growth paths into sales or product as we scale.

About Zero

Today’s GTM stack is fragmented - startups run their growth on 10+ disconnected tools built decades ago. Zero replaces that mess with one fast, AI-native platform. The founding team previously founded and scaled Smartly.io past $100M ARR, and our ~10-person Helsinki team has already built a product that startups across Europe and the US run their revenue on.

Why This Role is Unique

You’ll be one of the first hires on our customer team, working side by side with our Founding Customer Lead and the rest of the founding team, in one room, every day.
At a ~10-person company you see the whole machine: how the product gets built, how deals get closed, why customers succeed or churn. No silos. This is a speed track for anyone looking to found a company one day. You will learn what it takes to build a great product.
You will act as the nerve center between customer success and product execution. You’ll have standing to push back on the founding team, and we expect you to use it. You are the voice of the customer.
Where it leads: within 12 to 18 months this role can grow into sales, or into product. You’ll have earned a view into both.

What You’ll Do

You’ll own the customer experience end to end for your accounts: onboarding, support, adoption.
You’ll be the human in the loop of an AI-native support system. You will take ownership of the system and help us develop a cutting edge customer experience.

When you start:

Expect to be thrown in at the deep end. You will be hands-on from day one, acting as the first line of defense in our customer support operations. There will be plenty of support requests, and you will help triage them. The difference: you sit next to the people who can fix the root cause the same day.
You will decide when the answer isn’t another message: you will jump on a call and talk to the customer face to face from day one.

After a couple of weeks:

You will take an active role in developing our agentic support layer. It will already be live when you join, but early: AI agents handle the routine, humans handle the judgment. You’ll help us keep building it, and be the human in the loop orchestrating it.
You will run customer onboarding calls and guide new teams through their first weeks on Zero.
You will monitor customer adoption and account health. You spot struggling accounts before they tell us.
You’ll get to know the product and our customers well enough to turn what you hear into actionable product feedback the team acts on.

Later:

→ Sales: own revenue expansion on accounts you already know inside out.
→ Product: turn customer insight into what we build next.

Who We’re Looking For

You don’t need years of experience. The playbooks are being torn up anyway. This role is open to recent or upcoming university graduates.
You need to learn fast, challenge the status quo, and be comfortable reinventing your ways of working every week. AI is rewriting the rules of software, support and customer experience as you read this.
You are comfortable learning as you go. We are iterating fast, and you won’t know the answer to every question from day one.
You know when to stop typing and get on a call. Some problems are solved by tools; the important ones are solved by talking to people and walking a mile in their shoes.

You Need

Startup operator mindset:
- This role won’t always be glamorous. You will be in the trenches: responding to customer requests, tackling urgent matters, going the extra mile. You think like an owner and you hustle.
Problem solving skills:
- You diagnose the root cause of issues. You can tell a symptom from a root cause, and you fix the root cause.
- You are obsessed with details. You don’t stop when things get complicated.
AI-native attitude:
- You use AI tools every day and it shows in how fast and how well you work. Selling an AI product requires living it.
- You can smell AI slop from a mile away. You know the difference between efficient and lazy.
Systems thinking:
- You see the pattern behind ten similar tickets and fix the pattern, not the tickets.
Bonus points:
- Prior experience in customer service (online or offline): anything that required you to talk to real customers, face to face.
- Technical prowess - you don’t need to be a software engineer, but a technical mindset will get you a lot further. If you feel comfortable using the terminal, APIs, or git, you will be ahead of the curve.

How We Work

High autonomy, flat organization: We trust you to own your domain and make decisions. No bureaucracy.
Small team, big impact: Your work is immediately visible to customers and the company.
Speed & iteration: We try things, learn fast, and move on. We are not here to win small.

Hiring Process

Throughout the process, it’s important to us that you get to know the Zero team and product as well as we get to know you - expect to spend real time with us and inside the product, asking questions and forming your own view.