Customer Success Manager, SaaS for Retail Delivery

Ingrid ⚫️; Stockholms kommun; Hybrid; SEK 520,000 - 700,000; Full time

Job summary

Ingrid is seeking a Customer Success Manager to independently manage a portfolio of approximately 40–70 customers from Stockholm. You will drive adoption, value, retention, and growth by aligning customer goals with Ingrid’s SaaS capabilities, owning success planning, renewals, and select upsell opportunities.

The role requires being in the office at least two days a week, with collaboration across Sales, Product, Support, and Implementation to deliver outcomes and improve playbooks.

Qualifications

• Experience in Customer Success or Account Management.
• Experience independently managing a portfolio of customer accounts.
• Experience in logistics, ecommerce, delivery, or retail tech.
• A good understanding of SaaS, customer lifecycle, adoption, retention, and growth.

Responsibilities

• Own and develop relationships across a portfolio of Core and Growth customers.
• Define and execute success plans aligned with customer goals.
• Lead customer meetings, training sessions, and business reviews.
• Use data and insights to identify risks, trends, and optimization opportunities.
• Drive product adoption and measurable customer value.
• Own renewals and selected upsell opportunities within agreed commercial frameworks.
• Partner with Sales on larger or more complex expansion opportunities.
• Coordinate across Product, Support, Implementation, and Sales to deliver customer outcomes.
• Contribute customer insights and help improve Customer Success processes and playbooks.

Skills

Customer Success

Account Management

Data-driven approach

Communication skills

Job description

Ingrid is seeking a Customer Success Manager to independently manage a portfolio of approximately 40–70 customers from Stockholm. You will drive adoption, value, retention, and growth by aligning customer goals with Ingrid’s SaaS capabilities, owning success planning, renewals, and select upsell opportunities.

The role requires being in the office at least two days a week, with collaboration across Sales, Product, Support, and Implementation to deliver outcomes and improve playbooks.