Remote-Ready Head of Customer Success, B2B Major Accounts

Telia Company; Solna kommun; Hybrid; SEK 1,100,000 - 1,800,000; Full time

Benefits offered by this job

Bonus based on performance

Remote work opportunities

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.