Head of Customer Success

3 days ago

Stockholm, Stockholm, Sweden Upsales Full time 900,000 - 1,200,000 per year

We're looking for a sharp Head of Customer Success to take full ownership of scaling and elevating how we drive customer value. This role is about building the strategies, processes, and experiences that ensure our customers not only succeed — but become advocates, champions, and long-term partners.

As Head of CS, you'll be responsible for taking our customer success function to the next level. Your mission: design and execute initiatives that make customer experience world-class — with AI-driven efficiency and impact at the core. From transforming our documentation and help center, to delivering education through webinars and training, to reimagining support with intelligent automation, you'll make sure every interaction turns into proof that we're the partner customers can't imagine doing without.

You'll be leading the full success lifecycle at scale: building self-service excellence through outstanding documentation, designing impactful education programs, and ensuring support is proactive and best-in-class. AI will be your lever to take every part of the customer journey to new heights — from predictive insights and smarter support, to scalable personalization and data-driven decision-making. You'll close the loop on customer feedback by systematically acting on NPS insights, while also building trust and advocacy that strengthen loyalty and long-term growth.

This is a role for someone who thrives on building scalable systems, not just managing accounts. You'll shape how customers learn, get help, and grow with us. You'll anticipate needs before they surface, empower our support and success teams to deliver at the highest level, and ensure every customer touchpoint is both efficient and delightful — powered by a smart blend of people and technology.

You won't be alone — you'll collaborate with product, marketing, and support leaders to make sure our customer journey is both seamless and memorable. Together, you'll build one of the most effective and forward-thinking customer success organizations in the market.

Because the people who are crazy enough to think they can reinvent how customer success is done… are the ones who actually do.

Who We're Looking For
  • We're looking for someone who has already proven they can lead and scale customer success in a SaaS environment.
  • You have extensive experience in customer-facing SaaS roles — whether from success, support, enablement, or operations. What matters is that you've taken customer functions to the next level, and you know how to design playbooks that turn adoption, advocacy, and retention into measurable growth.
  • You're skilled at balancing the strategic and the operational: setting vision and direction, while also rolling up your sleeves to deliver initiatives that make an immediate impact.
  • You bring a strong track record of building effective customer experiences — from knowledge bases and help centers, to education programs, to AI-powered tools that make support faster, smarter, and more impactful.
  • You know how to connect customer voice with business strategy, turning insights into loyalty, advocacy, and product innovation.
  • Personality-wise? You're a builder, a doer, and customer-obsessed. You combine sharp business sense with a love of operational excellence. You don't just raise the bar — you create new standards, and bring others with you.
  • You have excellent communication skills — both written and verbal — in Swedish and English

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