Head of Cusstomer Success

Telia Company; Solna kommun; Híbrido; SEK 1.100.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus based on performance

Remote work opportunities

Descripción de la vacante

Telia is seeking a Head of Customer Success to lead our CS unit within B2B Major Accounts. You will guide managers and specialists to ensure stable relationships, high customer satisfaction, and business continuity while building long-term customer trust.

You will collaborate with Sales to support renewals and growth, translate insights into priorities, and reduce delivery risks across Telia’s service lifecycle. This role demands strategic leadership and deep understanding of customer value.

Formación

• Proven experience in leading managers and specialist teams in a complex B2B service environment.
• Strong knowledge of service delivery, contractual commitments, and customer solution lifecycles.
• Ability to translate customer insights and performance data into clear priorities, practical actions, and measurable outcomes.
• A strong track record of cross-functional stakeholder management and navigating a large, complex organization.
• Experience in addressing delivery challenges and partnering with commercial teams on customer retention, renewals and growth.
• Ability to connect operational improvements to tangible value for customers and Telia.

Responsabilidades

• Lead, coach and develop managers and senior experts across service management, solution lifecycle and change management, customer success management, and customer education.
• Set priorities and follow up on outcomes across customer satisfaction, retention and renewal rates, operational escalations for prioritized customers, and delivery stability and precision.
• Ensure reliable delivery by fulfilling Telia’s contractual commitments and bringing service management, solution lifecycle and change management together to support business continuity and expansion.
• Build proactive customer engagement based on segmentation and a strong understanding of prioritized customers’ operations, current challenges, and future needs.
• Partner with Sales to support renewals and identify opportunities for additional business, bringing customer insights into the commercial dialogue while maintaining a clear focus on customer value.
• Identify and reduce delivery risks, prevent recurring escalations, and mobilize the right stakeholders across Telia to resolve issues and drive lasting improvements.
• Enable customers to realize greater value through the effective use and continued development of their services, accessible customer education, and a structured approach to the lifecycle of their technical solutions.

Descripción del empleo

We’re looking for a Head of Customer Success to join us at Telia.

I’m Niclas Krantz, Head of Customer Unit Major Accounts, and I’m searching for someone ready to grow with us. Our mission is to earn the trust of Sweden’s largest enterprises and public-sector organizations by bringing the best of Telia together to create lasting customer value.

What you’ll do:

You will lead our Customer Success unit within B2B Major Accounts, ensuring stable operational relationships, customer satisfaction and business continuity while building long-term customer trust.

• Lead, coach and develop managers and senior experts across service management, solution lifecycle and change management, customer success management, and customer education.
• Set priorities and follow up on outcomes across customer satisfaction, retention and renewal rates, operational escalations for prioritized customers, and delivery stability and precision.
• Ensure reliable delivery by fulfilling Telia’s contractual commitments and bringing service management, solution lifecycle and change management together to support business continuity and expansion.
• Build proactive customer engagement based on segmentation and a strong understanding of prioritized customers’ operations, current challenges, and future needs.
• Partner with Sales to support renewals and identify opportunities for additional business, bringing customer insights into the commercial dialogue while maintaining a clear focus on customer value.
• Identify and reduce delivery risks, prevent recurring escalations, and mobilize the right stakeholders across Telia to resolve issues and drive lasting improvements.
• Enable customers to realize greater value through the effective use and continued development of their services, accessible customer education, and a structured approach to the lifecycle of their technical solutions.

What will help you thrive in this role:

You are an experienced leader who brings customer focus, operational discipline, and business understanding together. You know that lasting customer relationships depends on keeping our promises today while understanding what customers will need tomorrow.

You create direction, empower managers and experts, and build a culture of accountability, collaboration, and continuous improvement.

• Proven experience in leading managers and specialist teams in a complex B2B service environment.
• Strong knowledge of service delivery, contractual commitments, and customer solution lifecycles.
• Ability to translate customer insights and performance data into clear priorities, practical actions, and measurable outcomes.
• A strong track record of cross-functional stakeholder management and navigating a large, complex organization.
• Experience in addressing delivery challenges and partnering with commercial teams on customer retention, renewals and growth.
• Ability to connect operational improvements to tangible value for customers and Telia.

Join us to shape smarter living for people, businesses, and the planet

At Telia, we’re a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you’re taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

When you join us, you’ll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You’ll also have the chance to earn a bonus based on your performance and Telia’s results.

Ready to make better happen?

If you’re selected for the next stage, you’ll be contacted by our Hiring Manager or Talent Acquisition Partner. Background and reference checks will be part of the process.

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength.