Vice President, Head of Customer Success, Retail & Wholesale

EG A/S; Oslo; On-site; NOK 1,000,000 - 1,200,000; Full time

Job summary

A prominent software company in Oslo is seeking a Vice President, Head of Customer Success to lead customer engagement and support. The ideal candidate will have extensive experience in scaling customer success functions within SaaS environments. You will ensure excellent service delivery while optimizing the customer journey, which is crucial for business growth. This role offers a competitive package and opportunities for professional development.

Benefits

Professional development opportunities

Competitive compensation package

Dynamic work environment

Qualifications

• Solid track record in professional customer support functions.
• Experience in international SaaS or tech environments.
• Fluent in English and at least one Nordic language.

Responsibilities

• Drive profitability through customer success.
• Lead operational performance and service levels.
• Implement standardized processes for service quality.

Skills

Leadership

Customer engagement

Operational performance

Data-driven decision-making

Problem-solving

Job description

Overview

Are you ready to transform customer experience in a fast-growing software company? EG A/S is looking for a visionary and performance-driven Vice President, Head of Customer Success to lead our customer success and engagement organization through a period of growth and operational change.

You will be responsible for the full post-sales customer journey — from post onboarding to daily support, operations and proactive customer engagement — ensuring a seamless experience across customer success, customer support and service delivery.

As our customer base grows, so does the complexity and volume of customer interactions. We’re looking for a strategic and hands-on leader who can optimize the customer journey, establish more self-service solutions and ensure a proactive customer service with a constant focus on customer value to drive commercial momentum.

For the ambitious candidate, this position offers the perfect challenge — an opportunity to make a significant impact while laying the foundation for a future career in EG. The position is based in Oslo, Norway.

The role

As one of the largest business units within EG A/S, Retail & Wholesale deliver business critical solutions to 80 of the largest retail and wholesale chains in the Nordics with more than 10,000 stores in +20 countries globally within specialist trade, fashion, grocery, convenience and building supply. The business unit operates with a budget of 600+ mil. NOK.

You will be responsible for a unit of around 60 professionals, including Customer Supporters, Customer Success Managers and Service Delivery Managers, spread across multiple Nordic locations. Serving Nordic enterprise customers running mission-critical systems, your leadership will be key to maintaining uptime, ensuring rapid issue resolution, and minimizing operational disruption — because in this industry, downtime can mean that our customers lose revenue which impact our business.

You will drive initiatives to professionalise handover from implementation, providing the right skills to ensure customer adoption, strengthen customer engagement, and oversee efficient and effective handling of incidents. With responsibility for both 1st and 2nd line support teams, your mission will be to build a proactive, insight-driven function that enables our customers to succeed — and ensures that EG delivers a world-class customer experience.

You will play a key role in setting the Customer Success agenda while collaborating closely with other functions of the business unit, leveraging your expertise to drive best practices and continuous improvement.

Responsibilities

• Driving profitability and commercial impact through scalable customer success and engagement offerings that support customer retention, lifetime value, and business growth.
• Leading operational performance, including budgets, service levels, resource utilization, and the implementation of AI-driven knowledge management to improve efficiency and insight.
• Fostering a high-performing and learning-oriented culture, focused on empowerment, accountability, and data-driven decision-making.
• Strengthening customer relationships and increasing Net Revenue Retention by delivering measurable customer success outcomes.
• Implementing standardized processes, KPIs, and best practices to ensure service quality, consistency, and high customer satisfaction across all touchpoints.

Your profile

• You have a solid track record of running and scaling professional customer support functions — ideally in an international SaaS or tech environment. You know what it takes to deliver fast, consistent, and high-quality support, and how to build a setup that balances operational efficiency with great customer experience.
• You bring strong experience in both customer support and customer success, with a deep understanding of customer adoption, and engagement across the full customer journey.
• You know how to structure and lead a support organization — from 1st line to service delivery — with a focus on stability, responsiveness, and continuous improvement.
• You are data-driven and execution-oriented, with a clear ability to prioritize, act, and deliver in a target-driven environment.
• You are committed to delivering best-in-class service and know how to build customer trust at scale.
• You are a strong people leader who creates clarity, accountability, and energy across teams.
• You handle complexity well and collaborate effectively with a wide range of stakeholders - including enterprise customers and internal functions.
• You are fluent in English and at least one Nordic language, enabling you to work seamlessly across our regional setup.
• Knowledge of the Retail & Wholesale sector is a plus, but not essential.

What’s in it for you?

• A key leadership role with real impact on how we serve some of the largest retailers and wholesalers in the Nordics.
• The opportunity to take EG’s customer support and engagement setup to the next level — combining operational excellence with strategic value creation.
• A highly skilled team and professional leadership peers who collaborate, challenge, and support each other across functions.
• A dynamic, fast-moving environment where structure, performance, and continuous improvement are valued and rewarded.
• A strong platform for professional development and future leadership opportunities in one of the largest software companies in the Nordics.
• A competitive compensation package aligned with your experience and impact.

Is this your next challenge?

If you are passionate about customer success and have the experience and skills we are looking for, we would love to hear from you. If you would like more information before you apply, please contact Executive Vice President Erik Tomren on mobile [phone]. You are still very welcome to submit your CV and application in the meantime. All applications are handled confidentially.

At EG, we develop software for our customers so they can focus on their profession. Our industry-specific software is built by peers from the industry, and backed by the scale of EG for stability, innovation, and security. We are committed to advancing industries by tackling big challenges such as resource use, efficiency, and sustainability.

Join us in creating software that works for people, not software that makes people work. Visit our career page to meet some of your future colleagues, explore our culture, and watch our video "We Make a Difference". Learn more about EG here.