Senior Customer Success Manager

As Senior Customer Success Manager at Tacton, you will be responsible for building and maintaining strong, strategic relationships with several of our key enterprise customers, ensuring they achieve maximum value from their investment in our CPQ (Configure, Price, Quote) solutions. You will own the full customer lifecycle, from onboarding and implementation to renewal and expansion.

We see the Customer Success Managers as true owners of their customer portfolio, acting not only as a key point of contact but also as a trusted advisor and advocate for the customer within Tacton. You will be instrumental in ensuring that customers' voices are heard while proactively identifying opportunities to drive their success. Additionally, you must be able to navigate and balance the needs of various internal stakeholders, ensuring alignment between customer objectives and Tacton’s strategic priorities.

The role is ideal for a dynamic individual who thrives in customer-facing roles and has a strong background in enterprise software solutions – ideally for the manufacturing industry. The successful candidate will have a passion for delivering customer value, exceptional problem-solving skills, the ability to translate customer needs into actionable strategies for success.

You will report to Stefania Ronga, VP Customer Success, be based in our Stockholm office, and collaborate closely with a global Customer Success team.

Your Mission 

• Act as a Trusted Advisor: guide customers in achieving their strategic objectives. Your role is pivotal in fostering long-term success and maximizing value for our customers.

• Customer Relationship Management: Serve as the primary point of contact for several of our larger customers, building and maintaining strong relationships with upper management across both IT and business departments.

• Drive the Customer Journey: Lead customers through the full lifecycle, from onboarding to value realization. Proactively engage with customers to understand their goals, drive value, and ensure long-term success with Tacton’s CPQ solutions.

• Enable Growth and Expansions: Identify opportunities for upsell, cross-sell, and business and services expansion by collaborating with Sales and other key teams.

• Customer Adoption: Take responsibility for driving product adoption, ensuring that customers derive maximum value from their CPQ solutions.

• Collaboration with Supporting Functions: Work closely with Services, Product and Support teams to ensure a value-driven implementation and onboarding, address customer needs, resolve issues, and ensure the success of customer engagements.

• Mitigate Churn and Ensure Retention: Proactively manage customer accounts to mitigate churn risk early, securing subscription renewals, ensuring that customers are satisfied and consistently realizing value from their subscriptions.

• Lead Workshops and Business Reviews: Conduct Value Workshops and Customer Business Reviews to drive customer outcomes.

What We’re Looking For

• University degree in Engineering, Business, or a related field

• At least 7+ years of experience in Customer Success, Account Management, or a similar client-facing role within enterprise SaaS

• Experience working with manufacturing companies; familiarity with CPQ is a strong plus

• Proven track record of driving customer adoption, reducing churn, and delivering expansions and renewals in a B2B environment

• Experience engaging and influencing senior stakeholders, including C-level executives across IT and business functions

• Strong understanding of business processes, complex IT landscapes, and system vendors

• A consultative approach with the ability to clearly articulate business value and ROI

• Ability to collaborate effectively with cross-functional teams such as Sales and Product Management

• Excellent written and verbal communication skills in English

• Willingness to travel when required
  
  
  Who You Are

• Customer-focused – You are passionate about delivering measurable value and ensuring long-term customer success.

• Collaborative – You thrive in cross-functional environments and see customer success as a team effort.

• Self-driven and hands-on – You take ownership of your accounts and proactively plan ahead.

• Strategic – You identify growth opportunities and turn them into actionable plans.

• Solution-orien