Vacant job

We are now building a global Customer Success function from the ground up and are looking for you who want to own and set the direction. Here you will shape how we work internationally, develop the business, and make a real difference for our customers worldwide.

About the role

As Head of Customer Success, you will have a clear and business-critical assignment: to build and lead a global function that maximizes customer value, strengthens long-term relationships, and drives growth in our existing customer base in our markets. The role has a clear connection to our operations in Hudiksvall, with a need for on-site presence, especially during the build-up phase.

You take overall responsibility for the entire Customer Success journey after implementation. This means you set the strategy, structure, and ways of working, while driving operational execution and ensuring that we create real value in every customer relationship. The role combines direction and execution, where you both shape how we should work and ensure it works in practice.

Customer Success becomes a central part of the company's development. Through structured follow-up of customers' system usage, a data-driven approach, and proactive dialogue with customers, we ensure that they get maximum value from Monitor in their manufacturing operations. This creates higher customer satisfaction, increased usage, and new business opportunities, making the function a clear growth engine.

The role involves you:

• Defining how Customer Success should function within us, including ways of working, processes, and structure
• Setting goals and KPIs related to customer value, retention, expansion, and usage
• Building and developing a Customer Success team over time
• Establishing a data-driven and proactive approach to monitor customer usage and business benefit
• Identifying development opportunities and converting them into concrete business value
• Working closely with sales, support, and consulting operations to create a cohesive customer experience

Who are you?

You are a business-driven and structured leader with the ability to set direction, create clarity, and get things done in the interaction between customer, operations, and development. You thrive in a role where you combine strategy with operational work and where you get to build something from scratch.

To thrive in the role, you should identify with the following:

• Experience from a senior role in consulting, delivery, account management, or Customer Success
• Worked closely with customers in complex business and system environments, preferably within the manufacturing industry
• Experience and good understanding of business processes in manufacturing companies, such as production, planning, and logistics
• Deep understanding of ERP systems, preferably experience with Monitor
• Strong analytical skills and habit of working in a data-driven manner, preferably with a focus on customer usage and development
• Experience driving change, developing ways of working, or building new structures
• Experience working in an international context or with global customers and teams
• Experience of personnel responsibility or building teams
• You communicate fluently in Swedish and English, both orally and in writing

We place great emphasis on personal qualities in the recruitment process and therefore look for you who identify with our values: down-to-earth, engaged and long-term.

About Monitor

At Monitor, you become part of a stable, global product company with headquarters in the scenic coastal city of Hudiksvall. We develop and sell our own business system, which helps small and medium-sized manufacturing companies to streamline their operations – from sports cars to Christmas mustard. With approximately 550 employees globally (over 300 in Sweden), we are in the middle of an expansive and exciting phase where international growth is our primary focus.

Why choose Monitor ERP System?

• A passionate and engaged culture: We work together to create the best business system and provide our customers with first-class service.
• A market leader: Monitor is Sweden's most outstanding business system provider and is growing steadily both nationally and internationally. We have an annual revenue growth of approx. 17%.
• Personal development in focus: We believe in growing together and invest in your development. Here you will find both local and international career opportunities.
• Health and well-being: Your health is important to us. We invest in a good work environment and offer benefits that promote both physical and mental well-being.
• Engaged employees: We have an eNPS value of 55 (Employee Net Promoter Score measures engagement and loyalty among employees) where the benchmark is -2 (over 20 = very good, over 50 = exceptionally good).

More information and the recruitment process:

Start: According to agreement

Location: Flexible within Sweden, with a connection to Hudiksvall

Application: Selection and interviews are ongoing, so don't wait with your application.