We’re looking for a technically minded Head of Customer Success to build and lead how Upsales drives value at scale, through systems, data, and smart automation. This is not a traditional CS role. It’s a chance to architect the frameworks, tools, and intelligence that define how our customers learn, grow, and succeed in the age of AI.

At Upsales, we’re transforming B2B revenue acceleration with an AI-first platform that empowers thousands of European sales teams to grow faster and smarter. Now we’re scaling how we help customers realize that impact with precision, automation, and measurable success as the core.

AI first mindset

We’re not looking for someone who simply uses AI. We want someone who weaponizes it. You treat tools like Claude, ChatGPT, and other AI copilots as force multipliers, allowing you to deliver at a level and speed others can’t match. For you, AI isn’t an add-on, it’s the default operating system for how you think, work, and lead. You’re relentlessly curious about new capabilities, and you push the limits of what’s possible, turning AI into a competitive advantage for yourself, Upsales, and our customers. This is a role for someone with real ambition: someone who wants to set a new standard for efficiency, precision, and impact in the age of AI.

What You’ll Do

You’ll take full ownership of the customer success ecosystem: designing technical systems and experiences that are both scalable and human. 

• Build a world-class customer success infrastructure powered by data, automation, and AI.
• Redefine self-service with intelligent documentation, contextual help, and proactive support system.
• Design and deliver digital education programs, training, and scalable onboarding journeys
• Integrate customer insights directly into product and AI models to drive smarter decision-making
• Leverage analytics, telemetry, and feedback loops to continuously improve adoption, retention, and expansion
• Lead and mentor the CS team to operate with precision, ownership, and technical depth

This is a role where systems thinking meets customer obsession. You’ll be hands-on with tools, data, and workflows, shaping not just customer relationships, but the technology that powers them. You’ll collaborate with product, marketing, and support leaders to make sure our customer journey is both seamless and memorable. Together, you’ll build one of the most effective and forward-thinking customer success organizations in the market.

Because the people who are crazy enough to think they can reinvent how customer success is done… are the ones who actually do.

Who We're Looking For

• We’re looking for someone who has already proven they can lead and scale customer success in a SaaS environment.
• Experience with AI-enabled tools or analytics platforms, using them to enhance efficiency, prediction, and personalization.
• A systems builder: comfortable defining processes, mapping journeys, and translating complexity into clarity.
• Equally fluent in strategy and execution, from designing scalable CS frameworks to implementing automation yourself
• You know how to connect customer voice with business strategy, turning insights into loyalty, advocacy, and product innovation.
• Personality-wise? You’re a builder, a doer, and customer-obsessed. You combine sharp business sense with a love of operational excellence. You don’t just raise the bar, you create new standards, and bring others with you.
• You have excellent communication skills, both written and verbal, in Swedish and English.