Senior Customer Success Manager

Ongoing Warehouse AB

Göteborgs kommun

On-site

SEK 700,000 - 1,000,000

Full time

2 days ago

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Benefits offered by this job

Wellness benefits

Office in Gothenburg

Travel opportunities

Job summary

Ongoing, a Gothenburg-based company, is seeking a Senior Customer Success Manager to own relationships with a portfolio of large customers post-onboarding. You will ensure customers gain measurable value from Ongoing WMS, drive retention and growth, and coordinate with Sales, Onboarding, and Product teams.

You will join a newly formed Customer Success unit and lead long-term strategy, health metrics, and renewal conversations, with opportunities for future people leadership and cross-functional

Qualifications

6+ years in customer success, account management or related roles with renewals/upsell
Experience in logistics or warehouse operations is a plus
Proven ability to grow revenue with existing customers
Ability to demo and explain software to diverse stakeholders
Strong written and spoken communication in English and Swedish

Responsibilities

Own and nurture long-term relationships with a portfolio of strategic customers
Translate customer needs into value realization plans and growth steps
Lead business reviews and monitor adoption, risk and health signals
Drive upsell and renewal opportunities and present commercial proposals
Coordinate with Sales, Support, and Product to ensure a seamless customer journey
Contribute to CS playbooks, seg mentation, and CRM standards

Skills

Relationship management

Commercial mindset

B2B SaaS knowledge

Customer success

English and Swedish proficiency

Tools

CRM software

Job description

Ongoing is continuing its journey of profitable growth and is now searching for a Senior Customer Success Manager.

Ongoing is entering a new phase in how we work with our existing customers. We are now looking for a Senior Customer Success Manager to help our larger customers get long-term value from Ongoing WMS, and to drive retention and growth across their operations, as part of the Customer Success function we are building for the years ahead.

The best customer experiences are created when different perspectives come together. Cross-functional collaboration helps us understand customer needs and continuously improve how we support them.

About Ongoing

Headquartered in Gothenburg, Sweden, Ongoing is a leading cloud-native WMS for logistics-intensive companies, including both third-party logistics providers and businesses operating their own warehouses. The platform helps companies manage inventory, fulfilment, customer communication and warehouse operations with precision, flexibility and scalability.

Since July 2026, Ongoing has been a portfolio company of Cinven. This marks a new phase of international expansion, product investment and growth, while maintaining the company culture and customer focus that have made Ongoing successful.

Our office is located directly next to the Chalmers University campus in Johanneberg.

About the position

As a Senior Customer Success Manager at Ongoing, you will own the relationship with a portfolio of our larger customers once they are live on Ongoing WMS, typically after onboarding, go-live and hyper care period is complete. You are commercially responsible for your portfolio: you make sure customers get measurable value from the platform, stay with us, and grow with us, from additional users and functionality to new warehouses.

You will be the first member of a new Customer Success team in our Existing Business unit, a sister team to Professional Services, led by our COO. This is a senior role with significant influence, but no initial personnel responsibility. You will later work closely with other Customer Success Managers and colleagues in Sales, Customer Onboarding, Professional Services, and R&D.

In this role, you will

Own and develop long-term relationships with decision-makers and operational stakeholders in your customer portfolio.

Understand each customer's business, objectives, warehouse operations and development plans, and turn them into clear success plans and agreed next steps.

Run business reviews at least once a year, and twice a year for key accounts, and monitor adoption, usage and customer health to identify risk early.

Own growth in your portfolio end to end: identify, present and close additional users, functionality and modules under our pricing model, including product demos and commercial proposals.

For larger or more complex expansions, such as a new warehouse launch with full onboarding, or replacing another WMS the customer runs alongside Ongoing WMS, lead the opportunity together with Sales and Solutions Architects

Lead renewal and commercial conversations with your customers.

Work consistently in our CRM with customer plans, activities, risks, opportunities, expansion pipeline and follow-up, while contributing practical feedback that improves our Customer Success playbooks.

Help design and improve customer segmentation, health assessment, playbooks, KPI definitions and CRM standards for Ongoing's new Customer Success function.

Coach and support other Customer Success colleagues.

Collaborate closely with internal specialists to create a coherent customer experience from the handover out of onboarding to long-term development.

Who we are looking for

We are looking for a Customer Success professional with a solid understanding of logistics who combines relationship-building with genuine commercial drive and a structured way of working. You are comfortable owning growth in your portfolio and closing expansion yourself, and know when to bring in Sales for complex or competitive situations. You are comfortable creating practical structures where ways of working are still developing and to have personnel responsibility in the future.

As part of Customer Success, you'll work across the organisation to build strong relationships, solve complex challenges, and help customers realise the full value of Ongoing WMS.

Required qualifications

At least 6 years of relevant professional experience, including several years of independent responsibility for B2B customers in Customer Success, Key Account Management, Account Management or a comparable role, covering renewals, upsell or expansion.

At least 3 years of experience from logistics, warehousing, supply chain, e-commerce operations, transport, 3PL or another field where logistics and warehouse operations are central.

A proven commercial track record with existing customers: identifying, presenting and closing expansion, ideally against revenue or growth targets.

Confidence to demo and explain a configurable software product to both operational and management stakeholders.

Experience working with success plans, customer health, adoption follow-up and business reviews in a structured Customer Success organization.

Good understanding of B2B SaaS and the ability to connect software, integrations and operational processes to customer objectives and business value.

A track record of identifying and progressing renewals, expansion opportunities or value-based business cases in existing customer relationships.

Professional proficiency in both English and Swedish is required.

Strong merits

Experience helping to establish or scale a Customer Success function, including success plan, customer health, adoption follow-up, business review structures.

Experience in SaaS, preferably involving business-critical or operational software with multiple stakeholders.

Experience with seat- or usage-based pricing models.

Experience with WMS, ERP, transport management systems, e-commerce platforms or other logistics-related solutions.

Experience working with logistics-intensive companies, 3PL providers or businesses with warehouse operations.

Experience working with integrations between business-critical systems, such as WMS, ERP, e-commerce platforms, transport management systems or similar solutions.

Experience coaching colleagues or leading cross-functional customer initiatives without formal personnel responsibility.

Professional proficiency in another Nordic language or German.

Why join Ongoing?

Ongoing has grown by combining deep product knowledge, close customer relationships and a strong understanding of logistics-intensive businesses. As we build a dedicated Customer Success function, you will have the opportunity to influence both important customer relationships and the methods, tools and priorities that will guide the function as it grows.

You will join a profitable and fast-growing tech company with a strong product, close customer relationships and deep logistics expertise. You will work closely with the people who build and implement Ongoing WMS, giving you direct access to product knowledge and support in complex customer situations.

This is a role with real ownership and direct commercial impact, where you shape how we grow with our most important customers. You will develop your commercial, technical and strategic capabilities while working closely with a other Customer Success Managers and knowledgeable colleagues across the company.

Our top-floor ping-pong table is appreciated for breaking off between hard work. Many, but not all, colleagues also like using the health benefits for running, gym, padel, squash, tennis, golf, or other activities.

Terms

The position is based at Ongoing's office in Gothenburg and is primarily office-based. Customer visits and occasional travel within and outside Sweden are part of the role. Compensation consists of a fixed base salary and a variable component linked to retention and growth in your portfolio, and we offer competitive terms and benefits, including wellness-related benefits that support an active and healthy lifestyle.