Enterprise Customer Success Manager

Do you want to make sure some of Europe's largest employers get real value from their pay transparency work, and grow long partnerships from it? Help them turn pay transparency from a deadline into a lasting capability. About Sysarb Sysarb has worked on pay equity since 2005, when we set out to challenge unfair salary practices in Sweden. Today hundreds of organisations, from Swedish municipalities to global enterprises, use our platform to design compensation structures, run pay equity analysis, communicate pay to managers and employees, and report under pay transparency regulation. The EU Pay Transparency Directive (EU 2023/970) had a transposition deadline of 7 June 2026. Member states are at very different stages, and for employers with people in several countries, that fragmentation is the actual problem. It is why demand for what we do keeps growing. We are a Swedish company with a European market focus, operating across 70+ countries, and a founding member of the Pay Transparency Alliance. What This Role Is About As Enterprise Customer Success Manager you own the customer value of a portfolio of 40+ enterprise customers after go-live. You make Sysarb an operational part of how each customer sets, analyses and communicates pay. When customers get that value, it shows up as adoption, renewals and growth, and you own that result too. Our Sales team lands new customers. You make them successful and grow them. Once a customer is live, you own the relationship, the value plan, the renewal and the expansion, and Sales joins you on larger or multi-year deals. The role has three parts:

• Customer value partner (most important). You know what success looks like for each customer and drive adoption to get there. You track usage and health, act early on risk, and own the feedback loop with Product.
• Commercial owner. You turn that value into renewals and expansion. You run those deals yourself and bring in Sales on larger ones.
• Product savvy. You understand SaaS and how our platform works, including data flows and integrations. You demo it, answer most questions yourself and know when to bring in our technical experts.

Value comes first, and the commercial results follow from it. You are commercially strong, but your work starts with the customer, not the deal. The product part is about being street smart, not being an engineer. Three things that make this role different

• You make value visible. Employers are moving from first compliance to running pay transparency every year. You agree with each customer what success looks like, track it, and show it in every business review.
• You own the whole loop. You bring structured customer feedback to Product, framed as customer value, and you close the loop with the customer. You know the roadmap well enough to explain what is coming and why.
• You own a portfolio, with a team behind you. Sales lands new customers so you can focus on making existing ones succeed. 40+ enterprise accounts is too many to run on calendar alone, so you work with health data, automation and AI, and help shape how Customer Success scales at Sysarb.

What You Will Do

• Own a portfolio of 40+ enterprise customers from go-live onward, as their main point of contact at Sysarb.
• Agree with each customer what success looks like, and build a value plan to get there.
• Drive adoption: track usage and health, spot risk early and act before it shows up at renewal.
• Lead QBRs and executive business reviews built on outcomes, usage data and the customer's own goals.
• Build relationships with CHROs, Heads of Reward and Comp & Ben leaders, and hold your ground in the room with them.
• Own the feedback loop: bring structured customer feedback to Product, framed as customer value and business impact, then circle back to the customer on what was decided, when it ships and why.
• Own renewals end to end: forecast them early, address risk, negotiate and close.
• Grow accounts where the customer's needs grow: new countries, new modules and broader use. Run those deals yourself, and bring in Sales on larger or multi-year agreements.
• Demo the platform and explain how it works, including data and integrations, in practical terms. Bring in our technical experts for deeper setup.
• Work smart at scale: use health data, automation and AI tools to put your time where it creates the most value.
• Help shape our Customer Success playbooks, health model and value measurement.

How We Measure Success You and the team are measured on outcomes, not activity. That includes a closed feedback loop: every customer request you raise gets a clear answer back to the customer.

• Adoption and health: customers use more of the platform, in more countries, each year, and risk is spotted early.
• Customer satisfaction: senior stakeholders see you as a trusted advisor and say so.
• Gross retention: renewals are forecast early and closed on time, with no surprises.
• Net revenue retention: your portfolio grows year on year as a result of the value customers get.

In your first 90 days you will learn the platform hands-on, meet every customer in your portfolio and present a value and account plan for each. We Are Looking For Someone Who You care about customer outcomes and you are commercially strong. You understand how SaaS businesses work, you are comfortable with technology and you are calm in front of senior leaders. You bring:

• 6+ years in Customer Success, Account Management or a similar customer-facing role in B2B SaaS, with enterprise customers.
• A track record of driving adoption and retention in enterprise accounts, and of closing renewals and expansion, with numbers you can talk about.
• A solid grasp of SaaS: subscriptions, renewals, net revenue retention and how customer value drives growth.
• Tech savvy: you learn a data-heavy platform fast and explain integrations and data flows in plain terms.
• A clear sense of customer value and how a product roadmap works. You turn what customers ask for into the problem behind it, and you can explain priorities back to them, including a no.
• Comfort leading conversations with C-level and senior HR stakeholders in global organisations.
• Clear, credible communication in English, spoken and written. Swedish is a strong plus.
• Structure: you manage 40+ accounts by prioritising well and using tools, data and automation to scale yourself.

An advantage, not a requirement

• Experience with HR tech, reward or compensation systems.
• Knowledge of pay equity analysis or the EU Pay Transparency Directive.
• A background as solution engineer, implementation consultant or product specialist.
• Hands-on understanding of HRIS integrations, SFTP, SSO or APIs.
• Experience building health scores, QBR formats or value frameworks.

Team And How We Work You join our Customer Success organisation. Implementation Managers lead customers through onboarding and go-live. You take over from there and own the relationship, value and growth for the rest of the lifecycle. You work closely with Sales, Implementation, Product and Tech. Variable pay is based on team results, because retention and growth are won together. We give people real ownership and the tools to act on it: you decide how to run your portfolio, and we back you with data, playbooks and access to the people who build the platform. What We Offer

• Occupational pension (ITP) in line with our collective agreement, with the option of salary exchange
• Wellness allowance of up to 5,000 SEK per year
• Full time is 40 hours per week, with a hybrid setup out of our offices in Stockholm and Arboga, and some travel to customers
• A product with a real purpose: our vision is to create fair employers worldwide

How To Apply Apply with your CV and a short note on one customer you helped get real value: the situation, what you did, and what it meant for the customer and for the renewal or expansion. This is the most important part of your application. Our commitment to inclusion and a fair process Sysarb is an equal opportunity employer. We celebrate diversity and are committed to create an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application. We occasionally use assessments as part of our recruitment process, and we perform background checks on every candidate who qualifies for the final step of our recruitment process. We review applications on a rolling basis and will hire as soon as we find the right match. Please note that we do not accept any job applications via e-mail due to GDPR regulations.