Head of Customer Solutions

nShift; Stockholms kommun; Presencial; SEK 1.000.000 - 1.400.000; Jornada completa

Descripción de la vacante

nShift is seeking a hands-on leader to build and run our Customer Solutions team, a key partner between Sales/CS, Support, Product, Engineering and Professional Services. You will coach managers and senior ICs to ensure well-scoped opportunities, effective discovery, and quality delivery across integrations and shipping workflows.

You will drive customer outcomes by enabling adoption, growth, and CSAT while maintaining strong relationships with customers, resellers and partners.

Formación

• Proven experience leading customer-facing teams (CS, TACM, Solution Consulting, Professional Services or Implementation) in B2B SaaS.
• Track record of improving retention, adoption and expansion through structure and coaching.
• Credibility with business and technical stakeholders across logistics, e‑commerce, IT, operations, customer service and procurement.
• Strong understanding of integrations, APIs, carrier services and shipping workflows or similar environments.
• High commercial awareness: ability to read renewal, churn and expansion signals and tie to account strategy.

Responsabilidades

• Lead, coach and grow a team of Customer Solutions Managers / Pre‑Sales Engineers with clear priorities.
• Define operating model, coverage, workload balance and handover points with Sales/CS, PS and Support/Engineering.
• Ensure opportunities and implementations are well scoped: integrations, workflows, risks and outcomes.
• Partner with Sales leadership on deal strategy to communicate standard vs. optional work clearly.
• Support Sales and CS on customer cases to drive platform adoption and expansion.
• Build relationships with customers, resellers and partners; act as internal orchestrator for outcomes.

Conocimientos

Customer facing leadership

B2B SaaS

Accountability culture

Commercial awareness

Stakeholder management

Communication (written and oral)

English fluency

Descripción del empleo

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

About you

You have led customer-facing teams in B2B SaaS and know what separates real ownership from handoffs. You are commercially sharp and technically curious. You do not need to be a developer, but you can follow integrations, carrier requirements and shipping workflows well enough to coach your team and challenge scoping. You are calm under pressure, direct, and comfortable creating structure where ownership is unclear.

Role purpose

We are looking for a hands‑on leader to build and run our Customer Solutions team. The team is a critical business partner between Sales/CS, Support, Product, Engineering and Professional Services, and helps customers, resellers and partners adopt, scale and get value from nShift, from early opportunity scoping with new customers to ongoing consultancy and solutions optimization for existing customers.

What you will own:

Team leadership and development

• Lead, coach and grow a team of Customer Solutions Managers / Pre‑Sales Engineers, setting clear priorities and standards.
• Recruit, onboard and develop talent, and build a culture of accountability, curiosity and pace.
• Define the team’s operating model: account and resource allocation, coverage, workload balance, and handover points with Sales/CS, Professional Services and Support/Engineering.

Pre‑sales support and solution scoping

• Ensure opportunities and implementations are well scoped before work starts: integrations, carriers, workflows, dependencies, risks and expected outcomes.
• Set scoping standards and discovery practices, and act as the quality gate on complex or strategic deals, RFPs and customer workshops.
• Partner with Sales leadership on deal strategy, so customers hear a consistent message on what is standard, what is possible and what requires additional work.

Customer outcomes and enablement

• Support Sales and CS on customer cases to drive adoption of more of the platform, including additional modules, features etc.
• Act as an internal orchestrator to ensure we deliver the right customer outcomes and drive Growth as well as CSAT
• Build relationships with key customers, resellers and partners.

What success looks like:

• Customers, resellers and partners know who to go to and trust the team to move things forward.
• Opportunities and implementations are better scoped, with fewer surprises after handover.
• New bookings, Adoption, retention and expansion improve measurably.
• Internal teams see Customer Solutions as a source of knowledge, solutions ownership and recommendations.
• The team is stable, engaged and developing, with strong performers staying.

Experience and skills:

• Proven experience leading customer-facing teams (Customer Success, Technical Account Management, Solution Consulting, Professional Services or Implementation) in B2B SaaS, ideally including managers or senior individual contributors.
• Track record of improving retention, adoption and expansion through structure, coaching and clear accountability.
• Credibility with business and technical stakeholders across logistics, e-commerce, IT, operations, customer service and procurement.
• Good understanding of integrations, APIs, carrier services and shipping workflows, or similar environments.
• Strong commercial awareness: able to read renewal, churn and expansion signals and connect them to account strategy and forecasting.
• Experience building processes, metrics and operating rhythms (account reviews, scoping standards).
• Strong written and spoken communication, with the ability to simplify complex topics.
• Fluent English. Professional level Swedish and/or other Nordic language is an advantage.

Ideal advantages

• Experience in logistics, e-commerce, carriers, WMS, OMS, ERP, TMS, 3PLs or shipping software.
• Experience with reseller, partner or channel-led customer models.
• Pre‑sales leadership: technical discovery, solution design, RFP/RFI support and customer workshops.
• Experience restructuring or scaling a customer‑facing team.

Personal profile

• You lead through ownership: you expect it from your team and model it yourself.
• You are structured and proactive, and comfortable in fast‑moving situations where roles are not perfectly defined.
• You coach rather than rescue, and you push for progress without creating noise.

At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal‑opportunity employer which means that all applicants will receive consideration for employment without regard to ethnic, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.