Global Head of Customer Success & Operations

Teamtailor AB; Stockholms kommun; On-site; SEK 900,000 - 1,300,000; Full time

Benefits offered by this job

Development opportunities

Best product to work with

Fixed salary with commission benefits

Be part of a multicultural team

Job summary

Teamtailor AB in Stockholm seeks an experienced Regional Director CSM to lead and optimize the Customer Success function. You will empower CSM Team Managers, drive standardized processes, and ensure high customer satisfaction and measurable impact across global accounts.

The role focuses on improving NPS, Net Revenue Retention, and overall CS health while collaborating with Sales, Support, and Product to align on outcomes and strategic initiatives.

Qualifications

• Proven experience leading Customer Success teams and coaching staff.
• Experience running structured 1:1s, performance reviews and feedback sessions.
• Strong ability to analyse CS data, identify trends and drive improvements.
• Deep understanding of CS metrics like NRR, retention, adoption and NPS.
• Experience with CS tools, systems, dashboards and process standardization.

Responsibilities

• Lead and support the CSM Team Managers in their daily responsibilities.
• Escalate and resolve operational or customer-related challenges at the right level.
• Coach teams with structured 1:1s to ensure consistency and growth.
• Own execution of CS strategies, playbooks and processes and measure outcomes.
• Provide insights to improve NRR, retention and customer health across the organization.

Skills

People management

1:1 coaching

CS metrics analysis

Cross-functional collaboration

Strategic thinking

Job description

Teamtailor AB in Stockholm seeks an experienced Regional Director CSM to lead and optimize the Customer Success function. You will empower CSM Team Managers, drive standardized processes, and ensure high customer satisfaction and measurable impact across global accounts.

The role focuses on improving NPS, Net Revenue Retention, and overall CS health while collaborating with Sales, Support, and Product to align on outcomes and strategic initiatives.