Senior Customer Success Manager

Job Description

Customer Success Manager

As a Customer Success Manager at IFS, you will be a trusted partner to our customers, helping them achieve lasting business value from their investment in IFS.

You will build strong relationships with senior customer stakeholders, understand their business priorities and bring together the right people across IFS to help them succeed. Your focus will be on adoption, value realization, customer satisfaction and identifying opportunities to expand the value IFS delivers over time.

Essential duties and accountabilities

• Build trusted customer relationships and act as a key point of contact throughout the customer journey.
• Understand customer goals and business priorities, translating them into clear success plans and measurable outcomes.
• Drive adoption and value realization, helping customers make the most of their IFS solutions and services.
• Orchestrate the wider IFS team, bringing together the right expertise across services, support, product and the IFS Account team to meet customer needs.
• Engage senior stakeholders and executive sponsors, ensuring alignment on priorities, progress and outcomes.
• Own and manage the Customer Success Plan, regularly reviewing progress and adapting it as customer priorities evolve.
• Be the voice of the customer within IFS, sharing feedback, identifying challenges and helping drive improvements to the customer experience.
• Proactively manage risks and issues, coordinating with the appropriate IFS teams to support successful resolution.
• Identify opportunities for growth, working with the IFS Account team to help customers gain additional value from IFS.
• Lead regular customer business reviews, communicating progress, value achieved, key priorities and next steps.
• Live the IFS values and contribute to a collaborative, customer-focused culture.

Qualifications

About the role

This role is part of our Success Delivery team in Europe North, supporting customers across the region.
The position can be based in Stockholm, Oslo, Helsinki or Copenhagen.

We are looking for an experienced Customer Success professional who enjoys building trusted customer relationships, connecting business needs with technology, and bringing the right people together to deliver measurable outcomes.

What you bring

• Experience in Customer Success, account management, consulting or a similar customer-facing role, ideally within enterprise software.
• Experience with ERP, EAM or other complex business applications is highly valuable
• Experience from one or more of IFS’s core industries is an advantage, with an understanding of relevant business processes and industry challenges.
• Strong relationship and communication skills, with the confidence to engage with stakeholders from operational teams to senior executives.
• The ability to lead through influence, bringing together customers, colleagues and cross-functional teams around shared priorities and outcomes.
• A commercial and customer-focused mindset, with an understanding of how technology can create business value and support customers' strategic goals.
• A proactive approach to problem solving and prioritisation, with the ability to manage several customer engagements and drive actions through to completion.
• Excellent written and spoken English. A Bachelor's or Master's degree is welcomed, but relevant professional experience is equally valued.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.