Commercial Product Manager (Customer Service Software)

**Would you like to take commercial ownership of** **Customer Service Software and work at the intersection of customer dialogue, sales, and product development?**
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You will work closely with customers, sales, and the product team, owning the commercial product agenda for selected Customer Service solutions. The role is built around the person we hire, and depending on your background it can for example include team leadership responsibility. This is a new role and can be based in our Helsinki, Oslo, or Stockholm office.
**What's** in it for you**
- A new role with real ownership. You will define the commercial product direction for solutions and build the role from the ground up
- Work on products that solves real, everyday problems for customer service organisations across Europe
- Be part of a publicly listed SaaS company that builds its own technology and keeps investing in product and innovation
- Join a collaborative product team that gets things done and enjoys working together
- Collaborate with colleagues from 27 nationalities across 7 countries in a truly international work environment
- Flexible and hybrid. Enjoy work-life balance with flexible hours and a hybrid model, with 3 days a week at the office
**What you can expect as a Commercial Product Manager**at LeadDesk**
You will be the commercial counterpart to the technical product manager, owning the business side of product development. This means staying close to customers and sales, setting commercial priorities, and making sure the product moves in a direction that creates real customer and business value.
- Taking commercial ownership, including positioning, packaging, and go-to-market readiness
- Actively supporting Sales in strategic customer meetings, leading product demonstrations when needed, and helping win complex commercial opportunities by translating product capabilities into customer value
- Acting as the commercial face of the product in customer meetings and becoming a trusted advisor for both customers and the Sales organization
- Working closely with customers and sales to understand needs and translate them into clear product direction
- Coordinating and prioritising commercial input together with the technical product team
- Working with product, sales, and customer success to drive commercial performance and customer satisfaction
- Owning pricing models and driving the commercial development of the product area
**What success looks like in this role in the first 6 months and beyond**
- You have built strong working relationships with customers, sales, and the product team, and are the natural go-to for commercial product questions
- Sales actively involve you in strategic customer opportunities because your commercial expertise helps win business
- Customers recognize you as a trusted advisor who understands both their business challenges and how LeadDesk products create value
- Commercial priorities are clear, well-structured, and flow effectively into the product team
- You have taken full ownership of the role and are driving it forward with confidence
- Commercial performance of products is heading in the right direction, or you have a clear plan to get it there
**This is where the match happens**
**Must-haves**
- Experience in at least one of the following commercial product management, B2B software sales, pre-sales, solution consulting, business development, or similar customer-facing commercial roles
- Strong commercial mindset with the ability to identify customer opportunities and confidently present product value to executive stakeholders.
- Ability to turn customer and sales input into structured, actionable product priorities
- Strong analytical and problem-solving skills with hands-on experience working with KPIs, reporting, and business data
- Experience working cross-functionally with both commercial and technical stakeholders
- Ability to bring structure and ownership into an environment where the role is still being defined
- Relevant degree in a commercial or technical field
- Fluent in English, both written and spoken
**Nice**-to-haves**
- Previous experience with contact center, customer service software, or similar solutions
- Background in scale-up or international B2B SaaS environments
- Experience in SaaS sales, pre-sales, solution consulting, or commercial product roles where customer interaction has been a significant part of the job
- Fluency in any additional European language (e.g., Finnish, Swedish, Norwegian, Danish, Dutch, German, Spanish) is considered an advantage
**Practicalities**
- Location: Helsinki, Stockholm, or Oslo (hybrid work model, 3 days a week at the office)
- Travel: Regular travel within the Nordics and Europe. Depending on business needs, travel may be required weekly or monthly.
- Start date: As agreed. The sooner, the better.
- Employment: Full-time, permanent
- Base salary: 5 000-7 000 EUR/month (or local currency equivalent)
- Performance-based bonus: O