Manager, Customer Success Management

Jobtailor; Stockholms kommun; On-site; SEK 1,200,000 - 1,800,000; Full time

Job summary

Jobtailor is seeking a seasoned Customer Success leader to guide a high-performing team across the Nordics. You will drive customer adoption, satisfaction, retention and measurable value delivery while aligning with our defined customer journey and internal standards.

In this role you will optimize processes, coach managers, and collaborate with Account Directors, Customer Support, Delivery and other functions to drive growth and long-term customer success of our B2B SaaS HR tech solutions.

Qualifications

• Proven experience leading B2B customer success or other B2B customer-facing teams.
• Strong background in B2B SaaS, HR Tech, or a similar fast-paced environment.
• Demonstrated ability to coach, develop and inspire high-performing teams.
• Experience driving operational excellence and scalable processes.
• Strong stakeholder management skills with a collaborative, cross-functional mindset.
• Solid commercial understanding of customer retention, growth, and value creation.
• A strong people leader with a coaching and development mindset.
• Excellent communication and influencing skills.
• A customer-centric mindset with a focus on outcomes and long-term value.
• Fluency in both Swedish and English.

Responsibilities

• Lead, coach and develop a high-performing team of Customer Success Managers.
• Drive customer adoption, satisfaction, retention and measurable value delivery.
• Oversee day-to-day operations of the Customer Success function across the Nordics.
• Ensure consistent delivery quality, aligned with defined customer journey and internal standards.
• Continuously improve processes, tools and ways of working to enhance efficiency and scalability.
• Set clear priorities and manage resource allocation across the team.
• Monitor performance metrics and implement actions to improve outcomes.
• Support team members in complex customer situations and manage escalations.
• Conduct performance reviews, recruitment and career development planning.
• Collaborate closely with Account Directors, Customer Support, Delivery, and other functions to drive growth and retention.
• Act as a key escalation point for cross-functional challenges affecting customers.
• Contribute to broader company initiatives and continuous improvements.

Skills

Team leadership

Coaching

Stakeholder management

Cross-functional collaboration

Customer success

SaaS

Job description

Responsibilities

• Lead, coach and develop a high-performing team of Customer Success Managers.
• Drive customer adoption, satisfaction, retention and measurable value delivery.
• Oversee day-to-day operations of the Customer Success function across the Nordics.
• Ensure consistent delivery quality, aligned with defined customer journey and internal standards.
• Continuously improve processes, tools and ways of working to enhance efficiency and scalability.
• Set clear priorities and manage resource allocation across the team.
• Monitor performance metrics and implement actions to improve outcomes.
• Support team members in complex customer situations and manage escalations.
• Conduct performance reviews, recruitment and career development planning.
• Collaborate closely with Account Directors, Customer Support, Delivery, and other functions to drive growth and retention.
• Act as a key escalation point for cross-functional challenges affecting customers.
• Contribute to broader company initiatives and continuous improvements.

Qualifications

• Proven experience leading B2B customer success or other B2B customer-facing teams.
• Strong background in B2B SaaS, HR Tech, or a similar fast-paced environment.
• Demonstrated ability to coach, develop and inspire high-performing teams.
• Experience driving operational excellence and scalable processes.
• Strong stakeholder management skills with a collaborative, cross-functional mindset.
• Solid commercial understanding of customer retention, growth, and value creation.
• A strong people leader with a coaching and development mindset.
• Excellent communication and influencing skills.
• A customer-centric mindset with a focus on outcomes and long-term value.
• Fluency in both Swedish and English.