Customer Success Manger

At Ingrid, we help retailers turn delivery into a competitive advantage. Our platform connects merchants, carriers, and consumers to create smarter delivery experiences — improving conversion, reducing friction, and building stronger customer loyalty. We work with some of the most well-known retail brands in Europe, and we’re on a mission to create a better delivery experience for everyone. We’re now looking for a Customer Success Manager to join our team. About The Role As a Customer Success Manager at Ingrid, you will independently manage a portfolio of approximately 40–70 customers. You will drive adoption, customer value, retention, and growth by connecting customer goals with Ingrid’s products and capabilities. You will own the customer relationship and success planning, while also taking responsibility for renewals and selected upsell opportunities within an agreed commercial scope. This role is well suited to someone who is ready to take full ownership of a customer portfolio, enjoys combining relationship management with data and commercial thinking, and wants to contribute to how Customer Success continues to evolve at Ingrid. This role is based in Stockholm and will require being in the office at least two days a week. What You Will Do

• Own and develop relationships across a portfolio of Core and Growth customers
• Define and execute success plans aligned with customer goals
• Lead customer meetings, training sessions, and business reviews
• Use data and insights to identify risks, trends, and optimization opportunities
• Drive product adoption and measurable customer value
• Own renewals and selected upsell opportunities within agreed commercial frameworks
• Partner with Sales on larger or more complex expansion opportunities
• Coordinate across Product, Support, Implementation, and Sales to deliver customer outcomes
• Contribute customer insights and help improve Customer Success processes and playbooks

We think you will thrive in this role if you have

• Experience in Customer Success or Account Management
• Experience independently managing a portfolio of customer accounts
• Experience in logistics, ecommerce, delivery, or retail tech
• A good understanding of SaaS, customer lifecycle, adoption, retention, and growth
• Commercial confidence and experience in owning renewal and upsell conversations
• Strong communication and facilitation skills
• A structured and data-driven approach to customer management
• A proactive mindset and the ability to prioritize and work independently

What success looks like in this role

• You build trusted, outcome-focused customer relationships
• Your customers adopt Ingrid’s solutions and achieve measurable value
• You identify risks and opportunities early and act on them
• You contribute to strong retention and commercial growth across your portfolio
• You manage your portfolio independently and collaborate effectively across Ingrid

Why join Ingrid? At Ingrid, you’ll join a company where collaboration, curiosity, and impact matter. We care deeply about the people we work with, and we believe the best results come from brave thinking, strong teamwork, and a shared ambition to create the future of delivery. You’ll be part of an international team working closely with customers and colleagues across functions, with real opportunity to shape both the customer experience and how we grow as a company.