Head of Customer Support & Success

EG A/S; Oslo; On-site; NOK 1,000,000 - 1,800,000; Full time

Job summary

EG A/S in Norway leads a major healthcare transformation by building an AI-enabled customer success function that supports 5,000+ clinics and thousands of customers across nine product lines. This leadership role focuses on shifting from reactive support to proactive success, delivering measurable outcomes and durable relationships.

You will report to the Management Team in Healthcare, shaping the roadmap and ensuring accountability, learning, and pride in the work across Norway and Denmark.

Qualifications

• Led and scaled customer support or success teams, ideally in SaaS or tech with many customers and complex products.

Responsibilities

• Lead, develop, and retain a team of 40 support and customer success professionals and managers across Norway and Denmark.
• Drive proactive customer success with more automation, self-service, and AI-enabled knowledge management.
• Own service levels, KPIs, and operational performance across nine products and thousands of customers.
• Strengthen customer retention and Net Revenue Retention through measurable outcomes and long-term relationships.
• Standardise processes and best practices across the function to balance consistency with healthcare responsiveness.
• Partner with product, sales, and development to improve end-to-end customer experience from onboarding to renewal.
• Build KAM capability under your leadership as the function matures.

Skills

Team leadership

People management

Data-driven

AI-curious

Stakeholder management

Healthcare familiarity

Education

Bachelor's degree in a relevant field

Tools

Zendesk

Salesforce

Job description

Near half of all GPs and specialists in Norway and Denmark work in systems you’ll help shape. Healthcare is under pressure. Clinicians spend more time on administration than on patients. EG is changing that – and the impact is measurable: our AI Assistant already returns over four hours to every clinic, every day. This is not a support role in the traditional sense. It’s a leadership role at the heart of a healthcare transformation. You’ll lead the team that stands between 5,000+ clinics and the software they depend on – and you’ll help build the proactive, AI‑enabled customer success function that defines what’s next.

Your Role: Lead, Drive, and Elevate Customer Support & Success

• Lead, develop, and retain a team of 40 support and customer success professionals and their managers across Norway and Denmark, building a culture of accountability, learning, and pride in the work.
• Drive the shift from reactive support to proactive customer success – increasing automation, self‑service, and AI‑enabled knowledge management across the function.
• Own service levels, KPIs, and operational performance – ensuring fast, consistent, high‑quality support across nine products and thousands of customers.
• Strengthen customer retention and Net Revenue Retention by delivering measurable outcomes and building genuine long‑term relationships.
• Standardise processes and best practices across the function – creating consistency without losing the responsiveness that healthcare customers need.
• Partner with product, sales, and development to improve the customer experience end‑to‑end – from onboarding to renewal.
• Build KAM capability under your leadership as the function matures.

You Are the Ideal Candidate If:

• You have a documented track record of leading and scaling customer support or customer success functions – ideally in a SaaS or tech environment with a high volume of customers and complex products.
• You are a strong people leader first. You create clarity, hold teams accountable, and build environments where people stay and grow. You know that retaining a skilled support team in a technical domain is as important as any process improvement.
• You are strategic enough to set direction and hands‑on enough to follow through. You understand what great customer success looks like – and you know it’s built on proactive engagement, data, and genuine relationships, not just ticket resolution.

You Bring:

• Experience leading 1st and 2nd line support teams in a volume environment – you know this game.
• A data‑driven and AI‑curious mindset – you use insight to drive decisions, and you’re ready to build a more automated, intelligent support function.
• Strong stakeholder management skills – you work comfortably with product, sales, and development, and you represent your team credibly at leadership level.
• Healthcare experience is an advantage, but not a requirement. Curiosity about the sector and genuine care for the people it serves matters more.
• Fluency in Norwegian or Danish and English – you need both, every day.
• A willingness to travel regularly throughout the year – you understand the value of being present where the business happens.

What’s in It for You?

• Real ownership. A leadership role with real scope – 40 people, 9 products, a function that touches every customer interaction in EG Healthcare Norway.
• Meaningful timing. A transformation to lead, not just inherit. The shift to proactive, AI‑enabled customer success is underway – you’ll shape how it lands.
• A seat at the table. As part of the Management Team in Healthcare your voice shapes the roadmap.
• People who push each other. A highly skilled team and strong Nordic peers across EG – you won’t be doing this alone.
• A strong platform. Competitive compensation aligned with experience and impact, with genuine scope for growth in one of the largest software companies in the Nordics.