Customer Success Management Lead

3 days ago

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

We are shaping the future of global e-commerce delivery experiences.

Ingrid is a cutting-edge B2B SaaS company revolutionizing the way businesses approach delivery experiences. Our mission is to solve some of the biggest challenges in e-commerce and redefine the delivery experience for retailers and shoppers worldwide. We connect retailers, carriers, and shoppers to create 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 around the globe.

Ingrid has secured investment to further fuel our international expansion.

Job Overview

We are seeking a dynamic, strategic, and customer-centric Head of Customer Success Management (CSM) to lead and scale our Customer Success team. This role is critical in driving customer value, retention, and revenue growth through proactive engagement, structured account management, and expansion strategies.

In this role, you will oversee a dedicated team of Customer Success Managers (CSMs) and a Technical Account Manager (TAM), responsible for supporting a diverse range of merchants, from enterprise to smaller tier clients. We highly value experience with automation and AI, as we aim to enhance operational efficiency and elevate the customer experience through innovative solutions. You will report to our Chief Customer Officer.

Key Responsibilities
  • Customer Success Strategy & Execution
    • Develop and execute a scalable CSM strategy aligned with Ingrid's growth objectives.
    • Drive customer engagement, retention, and expansion through structured account management frameworks.
    • Partner closely with Onboarding, Support, Product, and Sales teams to ensure seamless customer experiences.
  • Leadership & Team Development
    • Lead, mentor, and develop the CSM team, ensuring high performance and professional growth.
    • Implement best-in-class CSM methodologies, processes, and playbooks tailored to different customer segments.
    • Align team objectives with key customer success metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time to First Value (TTFV), and Customer Health Scores.
  • Revenue & Customer Growth
    • Drive renewals, upsells, and expansions by ensuring customers realize the full value of Ingrid's solutions.
    • Collaborate with Sales on expansion opportunities and identify at-risk accounts to proactively 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.

Experience & Background

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 highly valued. Familiarity with complex integrations, logistics, or delivery industry solutions is a plus.

Skills & Knowledge

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. The ability to collaborate cross-functionally with Product, Sales, Support, and Marketing is crucial. A data-driven mindset with experience in CSM tools, CRM, and analytics platforms is essential. The ability to manage change, influence stakeholders, and drive process improvements is vital.

What We Offer

We embrace bold ideas and a forward-thinking approach. We experiment, challenge the status quo, and focus on creating a meaningful impact through high-quality work. Collaboration is key, and 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 forward-thinking team in a rapidly growing international SaaS company.
  • 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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