About the job

The compensation platform built for fairness, transparency and business-critical decisions.

Mission

Your mission is to drive long-term customer success for Sysarb’s global enterprise customers — ensuring strong adoption, measurable value realisation, high retention and growth over time.

As a Customer Success Manager, you own the customer relationship after go-live. You act as a trusted advisor to senior HR and Comp & Ben stakeholders, helping them continuously realise value from the Sysarb platform, mature their use of the system and expand their partnership with Sysarb.

You combine a strong Customer Success mindset with a clear Growth perspective: you work proactively with adoption, retention and renewals, while identifying upsell opportunities based on customer needs, maturity and business goals.

Team

The Customer Success Manager is part of Sysarb’s Customer Success organisation — one of the most central and cross-functional functions at the company.

Within Customer Success, roles are clearly defined:

• Implementation Managers lead customers through onboarding and go-live.

• Customer Success Managers own the relationship post go-live, focusing on adoption, value realisation, retention, renewals and growth.

This structure ensures a seamless customer journey with clear ownership throughout the full lifecycle.

You will work closely with Sales, Implementation, Product and Tech to ensure customers not only succeed with Sysarb — but continue to grow with us over time.

We don’t just “manage accounts.”

This role sits at the intersection of strategy, structure and relationships.

We don’t just manage customers — we build long-term partnerships with some of the world’s most recognised employers.

We help customers:

• translate their business strategy into effective use of the Sysarb platform

• evolve their compensation processes and maturity over time

• maximise value from their investment

• expand their use of Sysarb as their needs grow

Imagine:

• Acting as the strategic partner to senior HR and Comp & Ben leaders in global organisations

• Leading QBRs and value discussions focused on outcomes, adoption and roadmap alignment

• Proactively identifying risks, preventing churn and driving renewals

• Spotting upsell opportunities based on customer maturity and business needs — and driving those opportunities forward

Challenge

• Own and develop long-term customer relationships after go-live

• Drive adoption and value realisation across Sysarb’s platform

• Act as the primary point of contact for the customer throughout the post-implementation lifecycle

• Proactively manage retention and renewals, ensuring strong customer health and satisfaction

• Identify, position and drive upsell opportunities in close collaboration with Sales

• Lead strategic customer conversations, including QBRs, roadmap discussions and value follow-ups

• Monitor customer health, usage and risk signals, and act early to prevent churn

• Coordinate internal stakeholders across Product, Tech, Sales and Implementation to ensure customer needs are met

• Contribute to the continuous development of Sysarb’s Customer Success methodologies, playbooks and best practices

Who You Are

You are a trusted advisor, relationship builder and commercially minded Customer Success professional — deeply focused on customer value and long-term partnerships.

You are comfortable owning complex enterprise customers and navigating senior stakeholder environments, while balancing customer advocacy with commercial responsibility.

You bring:

• A strong Customer Success foundation

• A clear Growth mindset when it comes to retention, renewals and upsell

• Confidence in driving both strategic and commercial customer conversations

You:

• Have 5-10+ years of experience in Customer Success, Account Management or similar customer-facing roles within SaaS or enterprise software

• Are experienced in working with complex, global organisations and senior stakeholders

• Are skilled at driving adoption and value realisation in software platforms

• Are fluent in English (spoken and written); Swedish is a strong plus

• Are comfortable owning renewals and retention as part of your responsibility

• Have a commercial mindset and experience identifying and driving upsell opportunities

• Are an excellent communicator, able to explain complex topics clearly and credibly

• Build trust effortlessly and create strong, long-term customer relationships

• Are structured, proactive and comfortable managing multiple accounts and priorities

• Thrive in a fast-growing environment where processes evolve and ownership is key

You bring calm to complexity, structure to ambiguity, and credibility in every customer interaction.

Bonus points if you have experience with

• HR tech, rewards or compensation systems

• Global Enterprise SaaS customers with long customer lifecycles

• Data-driven or analytics-heavy platforms

• Working closely with Sales on expansion and growth

• Customer health frameworks, QBRs or value measurement

Location

This role is based in Stockholm or Arboga, with a hybrid working model.