Director, Customer Management

About Us
nShift
is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Purpose of the role
Exciting and career-advancing opportunity for an experienced customer-centric and solution-focused sales leader to join an expanding international team

We're passionate about making shipping easy, through creating a community of connected customers, partners and carriers on a single platform, and are looking for great enterprise sales professionals to help us fulfil our vision and mission.

About You
To be successful in this role, you should have previous experience of selling SaaS solutions in the Enterprise and upper Mid-Market. You must also have led a team of at least seven to ten people across the Nordics and Europe. You are able to coach and develop a team of Customer Managers and will use your communication skills to cultivate strong relationships with customers, partners and colleagues. If you are motivated and results-driven, and enjoy working in a team environment, we'd like to meet you.

Overall responsibility
The role is responsible for managing a team of customer managers focussing on managing existing customers and maintaining and growing ARR through a combination of direct sales and e-campaigns across your territory.

This role includes hands on involvement in assisting your team with sales processes to ensure the continuous growth of the company while contributing to develop internal processes and the personal development of team members.

Competence And Experience
The area of responsibility includes:

• Account Growth & Retention

• Develop and execute strategies to grow revenue from existing customers through upselling, cross-selling, and renewals.

• Identify and address risks to retention and proactively manage churn.

• Maintain and enhance customer satisfaction to ensure long-term partnerships.

• Leadership & Team Management

• Lead, coach, and develop a high-performing team of customer managers.

• Manage clear performance objectives and hold the team accountable to sales goals and KPIs.

• Foster a culture of customer-centricity, ownership, and continuous improvement.

• Strategic Planning

• Collaborate with senior leadership to align sales goals with company objectives.

• Analyse performance data and market trends to identify growth opportunities.

• Partner with marketing and product teams to optimize customer engagement and solution alignment.

• Client Engagement

• Act as a senior point of contact for key clients, building trusted advisor relationships.

• Participate in executive business reviews and strategic planning sessions with major accounts.

• Process & Reporting

• Oversee pipeline management, forecasting, and reporting for existing business.

• Implement best practices in account management and CRM utilisation.
• Ensure accurate and timely documentation of client interactions and opportunities.

Requirements

• Demonstrated success selling to Enterprise and Mid-market companies with ability to navigate and manage sales cycles.
• Proven track record of exceeding revenue and bookings targets through account growth.
• 10+ years of B2B sales experience.
• Minimum of 5 years in a leadership role managing teams across the Nordics and Europe in a fast-paced SaaS/tech-driven environment.
• Exceptional interpersonal and negotiation skills.
• Experience in managing a customer management team focused on existing customers.
• Experience within SaaS, Ecommerce, Logistics or Carrier Networks are a key advantage.
• Strong relationship management and networking abilities on different organizational levels, and interest to nurture and expand pipeline.
• Ability to organize, prioritize and execute various activities and focus areas to maximize growth.
• Energetic & proactive approach.
• Flexible mindset and can-do attitude: Willingness to adapt to customer and organizational needs.
• Fluency in at least one Nordic language (Swedish preferred) and English (both written and spoken). Other languages such as Norwegian, Danish, Finnish or Dutch will be considered.

Please ensure you upload your CV in English
At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.