Senior Customer Success Manager

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.

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.

• Understand each customer's 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

• 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 Ongoing's

new Customer Success function.

• 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, you'll 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.

• 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.

• Experience helping to establish or scale a Customer Success function, including success plan, customer health, adoption

follow-up, business review structures.

• Experience working with integrations between business-critical systems, such as WMS, ERP, e-commerce platforms, transport

management systems or similar solutions.

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 Ongoing's 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.