Head of Customer Retention and Growth

2 days ago

Stockholm, Stockholm, Sweden In-Grid AB Full time
About Ingrid AB

We're redefining the delivery experience for retailers and shoppers worldwide.

Ingrid is a pioneering B2B SaaS company that's transforming the way businesses approach delivery experiences. Our mission is to tackle some of the biggest challenges in e-commerce and reimagine the delivery experience for retailers and shoppers globally. By connecting retailers, carriers, and shoppers, we're creating seamless shopping journeys that fit people's lives. Our solutions empower brands to elevate their online shopping and delivery experiences, building trust and convenience for millions of shoppers worldwide.

With investment secured, we're accelerating our international expansion.

Job Description

We're looking for a seasoned, strategic, and customer-centric Head of Customer Success Management (CSM) to lead and scale our Customer Success team. This role is pivotal in driving customer value, retention, and revenue growth through proactive engagement, structured account management, and expansion strategies.

You'll oversee a dedicated team of Customer Success Managers (CSMs) and a Technical Account Manager (TAM), supporting a diverse range of merchants, from enterprise to smaller tier clients. We value experience with automation and AI, aiming to enhance operational efficiency and elevate the customer experience through innovative solutions. You'll report to our Chief Customer Officer.

Responsibilities
  • Customer Success Strategy
    • Develop a scalable CSM strategy aligned with Ingrid's growth objectives.
    • Drive customer engagement, retention, and expansion through structured account management frameworks.
    • Collaborate with Onboarding, Support, Product, and Sales teams for seamless customer experiences.
  • Team Leadership
    • Lead, mentor, and develop the CSM team for high performance and growth.
    • Implement best-in-class CSM methodologies, processes, and playbooks for different customer segments.
    • Align team objectives with key customer success metrics like NRR, GRR, TTFV, and Customer Health Scores.
  • Revenue Growth
    • Drive renewals, upsells, and expansions by ensuring customers maximize Ingrid's solutions.
    • Collaborate with Sales on expansion opportunities and identify at-risk accounts to mitigate churn.
    • Establish a strong voice of the customer program to influence product roadmap and company strategy.
  • Data-Driven Decision Making
    • Utilize customer success platforms and analytics to track customer health, product adoption, and engagement trends.
    • Define and monitor KPIs to optimize team performance and customer outcomes.
    • Regularly report on customer success impact to leadership and key stakeholders.

Requirements

We require 7+ years of experience in Customer Success, Account Management, or related fields in a B2B SaaS environment. A strong background in enterprise account management, customer expansion, and retention strategies is essential. Experience leading and scaling CSM teams through change, restructuring, or growth phases is valuable. Familiarity with complex integrations, logistics, or delivery industry solutions is a plus.

Qualifications

We seek candidates with a deep understanding of customer success frameworks, playbooks, and industry best practices. Strong leadership and coaching skills to develop high-performing teams are required. Ability to collaborate cross-functionally with Product, Sales, Support, and Marketing is crucial. Data-driven mindset with experience in CSM tools, CRM, and analytics platforms is essential. Ability to manage change, influence stakeholders, and drive process improvements is vital.

What We Offer

We're a forward-thinking team in a rapidly growing international SaaS company. We value diversity, support growth, and hold each other accountable while having fun along the way. As part of Ingrid, you will:

  • Be part of a pioneering team redefining the delivery experience for retailers and shoppers worldwide.
  • Work in an informal environment where innovation, collaboration, and creativity are valued.
  • Enjoy flexible and remote-friendly work options for better work-life balance.
  • Have the opportunity to grow and develop your skills while working with global brands and cutting-edge projects.

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