Own NRR, GRR, churn, renewals and expansion revenue targets.
Design structured onboarding frameworks that reduce Time-to-Value and increase product adoption.
Implement disciplined renewal forecasting and risk mitigation processes.
Establish clear KPI dashboards (NRR, churn, CSAT, NPS, adoption, support metrics) with full management transparency.
Build a scalable support model leveraging automation, self-service and performance tracking.
Act as Voice of the Customer towards Product, turning insights and usage data into measurable improvements.
Recruit, lead and develop a high-performance CS & Support organization.

5+ years in Customer Success, Support or Account Management.
3–5 years in a leadership role with ownership of recurring revenue and retention.
Proven track record of improving Net Revenue Retention in a subscription business.
Strong analytical capability — comfortable working with CRM data, segmentation, health scoring and forecasting.
Commercially driven, structured and execution-focused.
Fluent in English & Swedish.

Flexibility
Possibility to work remotely in any of the countries.
Career opportunities
Possibility to share knowledge and learn from colleagues from other operating companies and seek new job opportunities within the Confirma family.
Work-life balance
The Nordic high-quality life means pursuing balance between work and personal life.
As an employer Confirma Software is committed to prioritize work-life balance and support its’ employees well-being in all aspects of life.
Workplace & culture
Nordic work life is all about trust.
Listening and respecting both your colleagues and your customers result in better business, better workplaces, and better customer satisfaction.

Head of Customer Success

Key skills