Head of Customer Success

As the Head of Customer Success, you'll be at the forefront of our company's growth, overseeing a team of 15 professionals dedicated to ensuring that our customers achieve their desired outcomes through our products and services, fostering strong relationships and promoting long-term customer loyalty. Reporting directly to the Chief Commercial Officer and serving as a key member of our Commercial leadership team, you'll have the opportunity to shape the vision and strategy of our organization, with the goal of reaching long term growth.

We're on the hunt for a dynamic and commercially savvy leader to join us in shaping our company's success, building strong, value-added relationships with our customers, driving tangible results that propel our business forward. Your influence will be felt in defining, implementing, and refining strategies that not only shape your role but also elevate our entire organization.

You will become part of a company with high ambitions, short decision paths, and a unique opportunity to contribute to building the company forward! You will be entrusted and empowered to independently drive your work while being part of a competent and supportive team where collaboration is highly valued.

Key Responsibilities:

• Lead customer lifecycle processes and tiering to enhance satisfaction, retention, and growth, tailored to each customer's unique needs.
• Empower the team to establish trusted advisor relationships with key stakeholders, maximizing value from our solutions.
• Drive effectiveness within the Customer Success team, utilizing internal tools to track, analyze, and report on customer engagement and success metrics.
• Manage budgets and forecasts for the Customer Success department.
• Collaborate cross-functionally (sales, marketing, product development, and other departments) to align customer success initiatives with company objectives.
• Shape the team to align with short and long-term strategic goals.
• Develop and implement customer success metrics and performance indicators to guide strategy and operations.
• Spearhead initiatives to enhance customer advocacy and loyalty programs.
• Prepare the organization for managing a growing international customer base.
• Mentor and develop a team of customer success managers and specialists to deliver exceptional support and service.
• Drive continuous improvement in customer service processes through strategic development.

Required Skills and Qualifications:

• Master’s or bachelor’s degree in business administration, communications, or a related field.
• Profound experience in Customer Success or a related field, ideally within the tech, PR, or communications sectors. 
• Deep understanding of customer relations management and SaaS business models.
• Proven leadership experience with the ability to manage and inspire a team.
• Excellent communication and interpersonal skills, fluent in both Swedish and English.
• Strong analytical skills with an ability to translate data into actionable insights.
• Experience from professionally working or studying in a market outside of the Nordics.
• Fluency in Swedish and English.

Ready to make your mark? We're eager to hear from you and see how you can help us make a difference!