Position Overview:

The Customer Success Manager (CSM) is a pivotal role within the Company. Positioned at the intersection of commercial and delivery functions, the CSM works in close cooperation with Account Executives and the customer teams. The primary responsibility is to ensure fulfilment of the agreed contracts, customer satisfaction, nurture and expand stakeholder relationships, identify and execute on new business opportunities, and contribute to account growth.

Key Responsibilities:

• Customer Satisfaction & Relationship Management

• Maintain and improve customer satisfaction by ensuring all agreed services are delivered to the highest standards

• Act as the primary point of contact for delivery-related matters

• Build and nurture strong relationships with key customer stakeholders, understanding their needs and strategic objectives

• Team leader for customer teams

• Fulfilment of contract according to SLA

Service Delivery Oversight:

You oversee the delivery of contracted services, ensuring all service levels and contractual commitments are consistently met or exceeded, while monitoring performance, addressing issues proactively, and implementing corrective actions when needed; additionally, you serve as an escalation point for delivery‑related concerns, resolving them promptly and with a strong customer‑centric approach.

Resource Management & Collaboration:

You identify resource gaps and requirements to ensure successful service delivery, escalating and collaborating with Cloud Delivery and Operations teams when needed, while working closely with internal stakeholders to align resources, capabilities, and expertise to meet customer needs and support overall account objectives.

Commercial Contribution:

You support the Account Executives and Industry Lead in achieving commercial targets, including revenue growth and profitability for assigned accounts, while contributing to account planning, forecasting, and pipeline development through insights on delivery performance and customer needs. This includes identifying and pursuing growth opportunities within existing clients. You provide regular updates on service delivery, customer satisfaction, risks, and opportunities to the Head of Customer Success and the Industry Lead, and prepare and present reports, dashboards, and insights as needed for both internal and external stakeholders.

Required Skills and Competencies:

• At least 5 years of relevant experience, demonstrating expertise in service delivery and account management

• Fluency in Norwegian and English

• Experience with team leadership

• Strong customer relationship management and communication skills

• Collaborative mindset and ability to work effectively with cross-functional teams

• Problem-solving skills and a proactive approach to issue resolution

• Understanding of cloud services, operations, and delivery processes is an advantage

• Ability to identify, develop, and pursue new business opportunities

• Strong organizational and reporting abilities

Success Measures:

Success is measured through high customer satisfaction and retention, achievement of account growth targets and effective execution of new opportunities, consistently strong service delivery with minimal escalations, close collaboration and alignment with Account Executives, the Industry Lead, and internal teams, as well as the proactive identification and closure of resource gaps.

What we offer you:

• Hybrid ways of working with access to our modern & collaborative office in Oslo

• We may work with tomorrow’s technology, but at our core we are a people-oriented organization

• An open and inclusive culture, that enables us to reach our full potential

• A community of experts - as Digital Natives, we put innovation at the heart of our expertise

• Read more about the benefits we offer here

About Orange Business:

Orange Business is a leading network and digital integrator company with offices in 65 countries worldwide, and part of the Orange Group.

Digital Services, a business line of Orange Business is a newly created division within Orange Business. In Europe the business line consists of approximately 1500 people distributed across 10 countries. We are digital natives, with innovation at the core of our business, which makes us a reliable partner close to our customers. Our joint mission is to help innovate, drive and lead them in their digital transformation challenges and business strategies in key digital domains, including Cloud, Customer Experience, and Data & AI. As an agile and fast-moving digital business partner, the business line offers trusted end-to-end solutions and products that help businesses in a wide range of industries in the private and public sector transform their operations, enhance customer experience, and drive growth.

With our digital expertise, we are a strategic partner of Orange Business objectives to be a leading network and digital integrator with our team as a key growth engine.

The process:
We screen applications on an ongoing basis, with the aim of conducting conversations and interviews as we receive them.

Interested but feel that you don't match the criteria 100%? We encourage you to apply anyway! We believe in the potential of diverse skill sets, perspectives and individuality. We want to encourage everyone to be their authentic selves and your unique capabilities may align perfectly with our team's needs! Your perfect match might be the next job we are announcing, so why not have a head start and apply now!

Are you interested to read more about Orange Business? Visit our Website or follow our LinkedIn account.