Customer Success Manager (Tier 2/3)

Adway

Adway

Sales & Business Development, Customer Service

Stockholm, Sweden

Posted on Apr 15, 2026
CUSTOMER SUCCESS · STOCKHOLM / HYBRID · FULL-TIME

Customer Success Manager

Own a real portfolio from day one. Keep our Tier 2 & Tier 3 clients getting measurable value — from onboarding through campaign reviews, renewals, and upsells.

Renewals & expansionPortfolio ownership0–2 yrs experienceOTE 700–750k
On-target earnings
700 000 – 750 000 SEK
Base salary + performance bonus · reviewed bi-annually
Role snapshot
Reporting to
Kristin Molin, Head of CS
Team
Customer Success (4 today, growing to 6)
Portfolio
~40–60 Tier 2 & Tier 3 accounts
Tools
HubSpot · Adway platform · Notion
Travel
~5 % · occasional client visits
Start
Q3 2025 or when we find the right person
Your manager
"Real ownership from week one — with me in your corner for every tough call."

Kristin Molin

Head of Customer Success

  • ✓ You report directly to me — no layers
  • ✓ I'll shadow your first QBRs and share frameworks that work
  • ✓ Weekly 1-on-1 + monthly career development check-in
  • ✓ I protect your time so you can focus on clients, not admin
The team
"A tight team that shares playbooks, celebrates wins, and covers each other on tough days."

The CS team

4 people today, growing to 6

  • ✓ Kristin Molin — Head of CS, your direct manager
  • ✓ 2 Senior CSMs handling Tier 1 enterprise accounts
  • ✓ You — owning Tier 2 & 3 with real autonomy
  • ✓ Shared Slack channel for live deal advice and celebrations
The setup

Context you'd ask about anyway.

100+
Active customers
95%
Gross retention
115%
Net revenue retention
72
NPS score
Portfolio size
~40–60 accounts
Account tier
Tier 2 & Tier 3
Avg contract value
80–200k SEK ARR
Renewal cycle
12-month contracts
QBR cadence
Quarterly for Tier 2, bi-annual Tier 3
Expansion target
10–15 % of portfolio ARR
What you'll own

Not tasks. Outcomes.

01

Own your portfolio

  • → Manage 40–60 Tier 2 & Tier 3 accounts end-to-end
  • → Run onboarding for new clients in your portfolio
  • → Build and maintain success plans for every account
  • → Be the single point of contact — clients know your name
02

Drive retention and expansion

  • → Own renewal conversations and commercial negotiations
  • → Identify upsell and cross-sell opportunities proactively
  • → Build business cases for expansion using campaign data
  • → Hit quarterly retention and expansion targets
03

Deliver measurable value

  • → Run quarterly business reviews with data-driven insights
  • → Translate platform metrics into client-friendly impact stories
  • → Proactively flag underperforming campaigns and suggest fixes
  • → Build playbooks for common client challenges
04

Shape how we do CS

  • → Document what works — your playbooks become team playbooks
  • → Contribute to CS tooling, templates, and processes
  • → Share client feedback that shapes product development
  • → Help define the Tier 2/3 engagement model as we scale
Your profile

Who thrives in this role.

01
0–2 years in a client-facing role (CS, account management, consulting, or similar)
02
Genuinely interested in helping clients succeed — not just managing tickets
03
Comfortable with data — you can read a dashboard and tell the story behind the numbers
04
Clear communicator — written and verbal, in Swedish and English
05
Organised and structured — you can manage multiple clients and priorities without dropping the ball
06
Proactive by nature — you spot problems before clients do
07
Bonus: experience with CRM tools (HubSpot, Salesforce, or similar)
08
Bonus: interest in recruitment, HR tech, or employer branding
Tech stack

Your daily toolkit.

CRM & CS platform
HubSpot (tickets, sequences, dashboards)
Client reporting
Adway platform analytics · Google Data Studio
Knowledge base
Notion (playbooks, templates, processes)
Communication
Slack · Google Workspace · Zoom
AI tools
Claude · ChatGPT — for QBR prep, email drafting, analysis
Collaboration
Figma (for client presentations) · Loom
First 6 months

What success looks like.

✓Complete onboarding and shadow 15+ client calls
✓Own your first 20 accounts independently
✓Run 5+ QBRs with data-driven insights
✓Achieve 95%+ retention in your portfolio
✓Close your first upsell deal
✓Contribute one playbook to the CS knowledge base
Career path

Where this role goes.

1

Customer Success Manager

Year 1–2

Own Tier 2 & 3 portfolio. Master onboarding, QBRs, and renewals.

2

Senior CSM

Year 2–3

Take on Tier 1 enterprise accounts. Mentor junior CSMs. Lead strategic initiatives.

3

Team Lead

Year 3–4

Manage a pod of 2–3 CSMs. Own team metrics and process development.

4

Head of CS

Year 4+

Shape CS strategy, build the team, and own the retention number for the company.

Why Adway

Four reasons this isn't just another job.

Real ownership, not busywork

You own accounts — not a ticket queue. Every client knows your name.

A product clients love

95% retention and 72 NPS. You won't spend your days apologising.

Clear career path

CSM → Senior CSM → Team Lead → Head of CS. Mapped, transparent, and funded.

Learn from the best

Kristin's built CS teams from scratch. You'll get frameworks, not just feedback.

Ready to own it?

Send your CV and a short note to careers@adway.ai — or reach out via LinkedIn.

Apply now →
See more open positions at Adway