Customer Success Manager

As a Customer Success Manager (CSM), you will join our global Account Team to secure long-term customer retention. You will oversee the global Customer Success strategy for a key account, bridging the gap between customer expectations and operational execution. By turning operational data into strategic value, you will drive continuous improvement, protect revenue, and support long-term partnership growth. This is an opportunity to contribute to the continued development of our customer success and account management approach across the Nordic region. This role is based in Gothenburg, Sweden. WHY THIS ROLE MATTERS As customer expectations continue to evolve, this role plays a key part in ensuring operational excellence translates into customer satisfaction, long-term retention, and growth. You will act as the bridge between our customers and internal teams, helping shape the future of customer success within Wallenius Wilhelmsen. WHAT YOU WILL DO

• Relationship & Escalation Management: Act as the primary post-contract operational contact. Represent the customer’s voice internally, manage the CSAT lifecycle, and serve as the global escalation lead to resolve operational issues with Business Units.
• Operational Governance: Own end-to-end monitoring of SLAs and KPIs, driving root-cause analysis for any service deviations. Lead the transition from contract signing to execution, ensuring alignment on SOPs.
• Supply Chain Coordination: Intercept customer demand forecasts to optimize capacity. Coordinate internal teams (Finance, IT, Operations) to handle major supply chain disruptions smoothly.
• Commercial Growth: Work with the Key Account Manager with performance data to secure contract renewals. Identify logistics inefficiencies to qualify new growth leads (new lanes, trades, or services) and drive adoption of digital visibility and sustainability tools.
• Financial Health: Monitor DSO and billing accuracy to ensure the account meets financial and compliance targets.

WHAT YOU WILL NEED

• Experience: 5–10 years of experience in Customer Success, Account Management, Shipping, Logistics, or Supply Chain operations.
• Education: Bachelor’s degree in Business, Engineering, Supply Chain, or equivalent experience.
• Communication & Influence: Exceptional interpersonal skills with the ability to articulate complex operational issues to senior management and build trust across global business units.
• Problem Solving & Acumen: A proactive, solution-oriented mindset to navigate supply chain challenges and drive consensus without direct authority.
• Analytical Rigor: Strong data skills to translate operational metrics into performance stories and structured action plans.
• Excellent written and verbal communication skills in English are essential, as you will collaborate with customers and stakeholders across multiple countries and cultures.
• Proficiency in Mandarin is considered an advantage.

WHAT WE OFFER A visible role working with strategic global customers. The opportunity to influence both customer experience and business performance. A collaborative international environment with broad exposure across functions. Opportunities for professional growth in a global logistics leader. ABOUT US The Wallenius Wilhelmsen group is the market leader in roll-on/roll-off (RoRo) shipping and vehicle logistics, managing the distribution of cars, trucks, rolling equipment, and breakbulk to customers all over the world. Wallenius Wilhelmsen is committed to being in the forefront of the green transition and aims to be carbon-neutral already by 2040 (read more about this in our sustainability pledge and the annual report). The company operates around 125 vessels servicing 15 trade routes across six continents, a global inland distribution network, 66 processing centers, and eight marine terminals. With the head office in Oslo, Norway, the Wallenius Wilhelmsen group has around 9,500 employees in 28 countries worldwide. As a publicly listed company with Scandinavian roots and a leading global position in shipping, Wallenius Wilhelmsen is uniquely positioned to lead a major industry shift. The shipping and logistics sector is facing a growing demand for digitally integrated solutions across an increasingly complex and fragmented supply chain—yet no one has truly cracked the code. WalWil is trying to change that. By moving from siloed offerings to tailored, seamless services that adapt to each client’s needs, we aim to set a new standard in the industry. OUR COMMITMENT TO EQUAL OPPORTUNITIES We are a global group of people from diverse backgrounds and lifestyles. Wallenius Wilhelmsen is proud to be an equal opportunity employer committed to building a workplace where all contributors feel they can bring their best selves every day, learn from each other, and be appreciated. Our journey towards sustainable and integrated logistics compels us to attract people with diverse experiences, skills, and abilities. Since we are looking for the best talents to join our company, we want to address a common concern: research shows that women and members of minority groups often hesitate to apply if they don’t meet every single requirement - give us the opportunity to decide if that's the case! Your experience and enthusiasm matter more than checking every box, and we'd love to have you on board! Business Unit: Customer Growth Function: Customer Success Location: Gothenburg Reporting Line: Senior Manager Customer Success Management EMEA Application Information If you have any questions regarding the position, please contact Pierre-Eric Papoz, Senior Manager Customer Success Management EMEA, Pierre-Eric.Papoz@walwil.com