Customer Success & Onboarding Manager
Stockholm • Full-time • Start August
About the role
We're a small but fast-growing SaaS company helping creative agencies manage project structure, tracking, and finances. We're now looking for a new colleague who will be the primary point of contact for new and existing customers – from the first demo to a successful, self-sufficient client.
At the core of this role is a genuine understanding of our customers' businesses and making sure they actually succeed with our tool. That requires solid knowledge of project economics and accounting, the ability to navigate system implementations – and a natural feel for customer relationships.
What you'll do
Onboarding & implementation
- Plan and lead onboarding for new customers: setup, training, and follow-up
- Serve as the primary point of contact until the customer is self-sufficient in the system
- Ensure customers implement the tool according to best practice
- Support customers in project structure, tracking, and financial controlling
Customer relations & support
- Manage ongoing customer communication and support requests
- Act as an advisor when customers face challenges in their financial or project reporting
- Contribute to high customer satisfaction and long-term retention
Process, documentation & product proximity
- Document and improve onboarding and support processes
- Document new features and help shape how we communicate them to customers
- Work closely with product and tech – and be an active voice in how the product evolves
Sales (part of the role)
- Conduct needs analyses and product demonstrations for new prospects
- Support the sales process – you don't need to be a hunter, but you should be comfortable with customer conversations early in the journey
What we're looking for
- Solid understanding of project economics – you know how projects are priced, tracked, and connected to profit & loss and accounting
- Experience in B2B customer work within onboarding, customer success, or similar
- Comfortable navigating system landscapes: you understand how data is mapped, imported, and connected across different tools
- Strong communication skills, both verbally and in writing in English
Nice to have
- Background from an advertising or creative agency – in project management, controlling, or finance
- Experience onboarding business systems or project/financial management software
You are
- Curious and thorough – you dig deep into the customer's business and don't miss the details
- Confident and pedagogical in an advisory role – you can explain complex financial flows in a simple way
- Self-driven and accountable – you're comfortable owning your part of the customer journey
- Pragmatic and solutions-oriented – in a small company, everyone pitches in
What we offer
- A key role in a small team where you have real impact
- The opportunity to shape the customer journey and influence product development
- Fast decisions and high autonomy
- The chance to grow into broader responsibilities as the company scales
Apply
Send your application to tove@roughlyright.com with the subject line "Customer Success & Onboarding Manager". We review applications on a rolling basis and the position may be filled before the final deadline.
