Senior Customer Success Manager
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Job Summary
Ongoing is entering a new phase in how we work with our existing customers. We are now looking for a Senior Customer Success Manager to help our larger customers get long-term value from Ongoing WMS and to drive retention and growth across their operations as part of the Customer Success function we are building for the years ahead.
The best customer experiences are created when different perspectives come together. Cross-functional collaboration helps us understand customer needs and continuously improve how we support them.
Headquartered in Gothenburg Sweden Ongoing is a leading cloud-native WMS for logistics-intensive companies including both third-party logistics providers and businesses operating their own warehouses. The platform helps companies manage inventory fulfilment customer communication and warehouse operations with precision flexibility and scalability.
Since July 2026 Ongoing has been a portfolio company of Cinven. This marks a new phase of international expansion product investment and growth while maintaining the company culture and customer focus that have made Ongoing successful.
Our office is located directly next to the Chalmers University campus in Johanneberg.
As a Senior Customer Success Manager at Ongoing you will own the relationship with a portfolio of our larger customers once they are live on Ongoing WMS typically after onboarding go-live and hyper care period is complete. You are commercially responsible for your portfolio: you make sure customers get measurable value from the platform stay with us and grow with us from additional users and functionality to new warehouses.
You will be the first member of a new Customer Success team in our Existing Business unit a sister team to Professional Services led by our COO. This is a senior role with significant influence but no initial personnel responsibility. You will later work closely with other Customer Success Managers and colleagues in Sales Customer Onboarding Professional Services and R&D.
Own and develop long-term relationships with decision-makers and operational stakeholders in your customer portfolio.
Understand each customers business objectives warehouse operations and development plans and turn them into clear success plans and agreed next steps.
Run business reviews at least once a year and twice a year for key accounts and monitor adoption usage and customer health to identify risk early.
Own growth in your portfolio end to end: identify present and close additional users functionality and modules under our pricing model including product demos and commercial proposals.
For larger or more complex expansions such as a new warehouse launch with full onboarding or replacing another WMS the customer runs alongside Ongoing WMS lead the opportunity together with Sales and Solutions Architects
Lead renewal and commercial conversations with your customers.
Work consistently in our CRM with customer plans activities risks opportunities expansion pipeline and follow-up while contributing practical feedback that improves our Customer Success playbooks.
Help design and improve customer segmentation health assessment playbooks KPI definitions and CRM standards for Ongoings new Customer Success function.
Coach and support other Customer Success colleagues.
Collaborate closely with internal specialists to create a coherent customer experience from the handover out of onboarding to long-term development.
We are looking for a Customer Success professional with a solid understanding of logistics who combines relationship-building with genuine commercial drive and a structured way of working. You are comfortable owning growth in your portfolio and closing expansion yourself and know when to bring in Sales for complex or competitive situations. You are comfortable creating practical structures where ways of working are still developing and to have personnel responsibility in the future.
As part of Customer Success youll work across the organisation to build strong relationships solve complex challenges and help customers realise the full value of Ongoing WMS.
At least 6 years of relevant professional experience including several years of independent responsibility for B2B customers in Customer Success Key Account Management Account Management or a comparable role covering renewals upsell or expansion.
At least 3 years of experience from logistics warehousing supply chain e-commerce operations transport 3PL or another field where logistics and warehouse operations are central.
A proven commercial track record with existing customers: identifying presenting and closing expansion ideally against revenue or growth targets.
Confidence to demo and explain a configurable software product to both operational and management stakeholders.
Experience working with success plans customer health adoption follow-up and business reviews in a structured Customer Success organization.
Good understanding of B2B SaaS and the ability to connect software integrations and operational processes to customer objectives and business value.
A track record of identifying and progressing renewals expansion opportunities or value-based business cases in existing customer relationships.
Professional proficiency in both English and Swedish is required.
Experience helping to establish or scale a Customer Success function including success plan customer health adoption follow-up business review structures.
Experience in SaaS preferably involving business-critical or operational software with multiple stakeholders.
Experience with seat- or usage-based pricing models.
Experience with WMS ERP transport management systems e-commerce platforms or other logistics-related solutions.
Experience working with logistics-intensive companies 3PL providers or businesses with warehouse operations.
Experience working with integrations between business-critical systems such as WMS ERP e-commerce platforms transport management systems or similar solutions.
Experience coaching colleagues or leading cross-functional customer initiatives without formal personnel responsibility.
Professional proficiency in another Nordic language or German.
Ongoing has grown by combining deep product knowledge close customer relationships and a strong understanding of logistics-intensive businesses. As we build a dedicated Customer Success function you will have the opportunity to influence both important customer relationships and the methods tools and priorities that will guide the function as it grows.
You will join a profitable and fast-growing tech company with a strong product close customer relationships and deep logistics expertise. You will work closely with the people who build and implement Ongoing WMS giving you direct access to product knowledge and support in complex customer situations.
This is a role with real ownership and direct commercial impact where you shape how we grow with our most important customers. You will develop your commercial technical and strategic capabilities while working closely with a other Customer Success Managers and knowledgeable colleagues across the company.
Our top-floor ping-pong table is appreciated for breaking off between hard work. Many but not all colleagues also like using the health benefits for running gym padel squash tennis golf or other activities.
The position is based at Ongoings office in Gothenburg and is primarily office-based. Customer visits and occasional travel within and outside Sweden are part of the role. Compensation consists of a fixed base salary and a variable component linked to retention and growth in your portfolio and we offer competitive terms and benefits including wellness-related benefits that support an active and healthy lifestyle.
Start: January 2027 or by agreement
Location: Gothenburg
Salary: Base salary variable component
About Company
Ongoing strives to integrate, automate and optimize Logistics by offering a Software as a Service (SaaS) solution for logistics intensive businesses. The company is fast growing and market leading. It has built the largest software ecosystem for Logistics fulfillment in the Nordics.
