Kundframgångschef

Are you someone who enjoys guiding customers, solving complex challenges, and driving both operational and commercial results? As a Customer Success Manager at Staria, you’ll take the lead for our ERP customers – ensuring seamless service delivery, strengthening collaboration, and unlocking new opportunities for growth. If you thrive on building strong customer partnerships and long-term value, this role offers an exciting opportunity to make a meaningful impact for our customers’ success. Staria’s ERP Continuous Services help growth‑driven companies keep their NetSuite environments running smoothly, efficiently, and in a way that supports their business goals. Our services cover everything from day‑to‑day operational support and ticket coordination to long‑term roadmap planning, development initiatives, and proactive value creation – all tailored to each customer’s evolving needs. Here, you’ll join a team of Customer Success Managers, working closely with our Head of Customer Success in the daily operations and with our Head of Continuous Services on more complex cases and development initiatives. Alongside key account executives, service delivery teams, project managers, and colleagues across different functions, you’ll help deliver seamless, high‑quality ERP services that drive customer satisfaction and long‑term growth. Journey that awaits you As a Customer Success Manager, you’ll lead a portfolio of 20–25 ERP customers, ensuring service delivery stays on track, expectations are clear, and collaboration flows effortlessly. You’ll bring structure to complex setups, align stakeholders, and help customers get the full value out of their NetSuite investment. In this role, you will take ownership of the commercial development of your accounts, identifying upsell and cross‑sell opportunities, advising customers on new features, and strengthening the long‑term growth and profitability of your portfolio. Whether it’s coordinating delivery teams, managing escalations, or uncovering new ways to create value, you’ll be the strategic partner who keeps everything moving in the right direction. In addition to leading customer relationships and service delivery, you'll also work directly with customers in a hands-on advisory capacity, helping them develop their NetSuite environment. A significant part of the role involves delivering billable customer work, with approximately 50% of your time spent on advisory and development activities such as roadmap planning, issue resolution, and value‑adding analysis. Another exciting part of this role is the timing: you’d be joining just as our Continuous Services model is evolving. Instead of stepping into a rigid setup, you’ll join at a moment where ways of working, collaboration models, and customer success practices are actively being refined. You’ll therefore have the space and trust to influence and put your mark on how we operate and shape the customer journey. In practice you will: Ensure smooth and predictable service delivery: Confirming schedules, coordinating allocations, maintaining continuity of customer work, and setting clear expectations. Generate billable work: Identifying value‑adding tasks and maintaining a target billability level of approximately 50%. Coordinate and report on ticket SLAs: Monitoring progress and keeping customers informed. Lead customer cooperation: Strengthening communication, guiding collaboration, and ensuring customers get full value from NetSuite. Monitor NPS and feedback: Adjusting services based on insights. Drive ARR growth & profitability: Identifying upsell/cross‑sell opportunities and advising on new features. Own profitability management: Conducting customer profitability analyses, spotting risks, identifying potential profitability increase opportunities, preparing action plans. Coordinate internal delivery and development: Aligning internal competences with customer needs and ensuring progress on roadmap and development items. Oversee contracts: Keeping systems updated and informing service teams of changes. Manage escalations: Resolving issues quickly and involving the right experts. The practical stuff We are seeking candidates based in Stockholm area. Staria’s hybrid work model offers the best of both worlds: modern offices, combined with the flexibility to work remotely. To ensure smooth collaboration with your team and stakeholders, we hope you’re able to spend a few days per week at the office on average. Our base salary range for this role is 50 500- 61 000kr/month, depending on your background and scope of the role.

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