Customer Success Quality Manager

1 day ago

Stockholm, Stockholm, Sweden atNorth Full time
About the role

We're now looking for a Quality Manager to strengthen our customer experience by designing and maintaining high-quality processes, standards, and KPIs across our Operations organization.

This role ensures that every customer journey — from onboarding through ongoing service delivery — is managed with consistency, transparency, and excellence. You'll help shape how we measure performance, ensure compliance, and continuously improve the way we deliver value to our customers.

Main areas of responsibility

Customer Experience Standards & Frameworks

  • Define and implement consistent processes, templates, and governance models for customer onboarding, service delivery, and account management.

  • Develop and maintain customer service standards and quality benchmarks aligned with company strategy and best practices.

  • Ensure processes are clearly documented, controlled, and easily accessible across teams.

Performance and Quality Measurement

  • Design and maintain the performance measurement framework for customer success, including KPIs, SLAs, and satisfaction metrics.

  • Analyze data and feedback to identify trends, improvement opportunities, and performance gaps.

  • Partner with the Service Performance & Analytics Lead to ensure reporting is accurate, actionable, and aligned with business priorities.

Continuous Improvement & Enablement

  • Lead improvement initiatives and workshops across Customer Service, Implementation, and Operations.

  • Develop and roll out standard operating procedures, training materials, and playbooks.

  • Support audit readiness and consistent adherence to internal standards across regions.

Cross-Functional Collaboration

  • Partner with IT, Operations, and Finance to align systems and workflows that support a seamless customer experience.

  • Collaborate with the Customer Service Program Manager and Director of Service Delivery to align improvement programs and business goals.

About you
  • 5+ years of experience in service quality, process improvement, or customer success within data center, IT, or enterprise infrastructure sectors.

  • Strong understanding of service management frameworks (e.g., ITIL, ISO 9001 principles).

  • Proven experience in building or optimizing processes within customer-facing or technical environments.

  • Ability to interpret performance data and translate insights into improvement actions.

  • Strong analytical mindset with a focus on root cause analysis and process validation.

  • Excellent communication and facilitation skills with the ability to influence cross-functional teams.

  • Skilled at driving adoption of new processes, standards, and best practices.

  • Proven success in designing and deploying operational frameworks for service delivery.

  • Familiarity with ISO 9001, ITIL, or other service management systems.

  • Fluent in English, both written and spoken; proficiency in a Nordic language is an advantage.

AtatNorth, we believe that sustainable success starts with the wellbeing of ourpeople. Our commitment to building an open, transparent, and inclusive cultureis not just a priority—it is acore part of how we lead, grow, and deliver excellence.

Throughregular one-to-one engagements and monthly wellbeing surveys, we listencarefully to our teams, ensuring that every voice is heard and everyopportunity for improvement is embraced. We recognize that innovation andcollaboration thrive where people feel truly connected, which is why we cometogether each week to share ideas, strengthen relationships, and nurture asense of belonging—sometimes overa simple breakfast and good conversation.

At atNorth,we are building more than infrastructure. We are building a community wherepeople can do their best work and shape the future together.

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