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About the role
Key responsibilities & impact- Lead, coach and develop a high-performing team of Customer Success Managers.
- Drive customer adoption, satisfaction, retention and measurable value delivery.
- Oversee day-to-day operations of the Customer Success function across the Nordics.
- Ensure consistent delivery quality, aligned with defined customer journey and internal standards.
- Continuously improve processes, tools and ways of working to enhance efficiency and scalability.
- Set clear priorities and manage resource allocation across the team.
- Monitor performance metrics and implement actions to improve outcomes.
- Support team members in complex customer situations and manage escalations.
- Conduct performance reviews, recruitment and career development planning.
- Collaborate closely with Account Directors, Customer Support, Delivery, and other functions to drive growth and retention.
- Act as a key escalation point for cross-functional challenges affecting customers.
- Contribute to broader company initiatives and continuous improvements.
Requirements
What you’ll need- Proven experience leading B2B customer success or other B2B customer-facing teams.
- Strong background in B2B SaaS, HR Tech, or a similar fast-paced environment.
- Demonstrated ability to coach, develop and inspire high-performing teams.
- Experience driving operational excellence and scalable processes.
- Strong stakeholder management skills with a collaborative, cross-functional mindset.
- Solid commercial understanding of customer retention, growth, and value creation.
- A strong people leader with a coaching and development mindset.
- Excellent communication and influencing skills.
- A customer-centric mindset with a focus on outcomes and long-term value.
- Fluency in both Swedish and English.
Benefits
Comp & perks- Guaranteed work-life balance with a hybrid working model
- ITP1 pension
- Lifeplan - a leading financial advisory service that offers personalized advice for maximizing your pension savings
- Collective agreement
- Access to our comprehensive benefits portal.
- Generous wellness allowance
- 30 vacation days / year
- Referral bonuses
- Enhanced parental pay
- Volunteer Days – two paid days annually to give back to the community.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B customer successB2B SaaSoperational excellencecustomer retentionvalue creationcoachingteam developmentperformance metricsresource allocationprocess improvement
Soft Skills
leadershipcollaborationstakeholder managementcommunicationinfluencingcustomer-centric mindsetproblem-solvingteam inspirationperformance reviewcareer development