Head of Customer Success

We’re looking for a Head of Customer Success to join us at Telia.

I’m Niclas Krantz, Head of Customer Unit Major Accounts, and I’m searching for someone ready to grow with us. Our mission is to earn the trust of Sweden’s largest enterprises and public-sector organizations by bringing the best of Telia together to create lasting customer value.

You will lead our Customer Success unit within B2B Major Accounts, ensuring stable operational relationships, customer satisfaction and business continuity while building long-term customer trust.

• Lead, coach and develop managers and senior experts across service management, solution lifecycle and change management, customer success management, and customer education.
• Set priorities and follow up on outcomes across customer satisfaction, retention and renewal rates, operational escalations for prioritized customers, and delivery stability and precision.
• Ensure reliable delivery by fulfilling Telia’s contractual commitments and bringing service management, solution lifecycle and change management together to support business continuity and expansion.
• Build proactive customer engagement based on segmentation and a strong understanding of prioritized customers’ operations, current challenges, and future needs.
• Partner with Sales to support renewals and identify opportunities for additional business, bringing customer insights into the commercial dialogue while maintaining a clear focus on customer value.
• Identify and reduce delivery risks, prevent recurring escalations, and mobilize the right stakeholders across Telia to resolve issues and drive lasting improvements.
• Enable customers to realize greater value through the effective use and continued development of their services, accessible customer education, and a structured approach to the lifecycle of their technical solutions.

What will help you thrive in this role:

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