Location: Stockholm

About Questback

Founded in 2000, Questback is a global leader in experience management that delivers a complete platform for collecting employee and customer experience data to help clients get ahead. We believe capturing and acting on experience data holds the power to transform organizations, resulting in continuous innovation and competitive advantage. With thousands of users serviced in 50 countries, Questback is the proven way to gain insights and power transformation through experience management.

Role Overview
We are looking for a customer-centric and proactive Customer Success & Insight Manager (CSM) for a temporary position (vikariat) to join our team in Stockholm from Dec 1st 2025 (exact starting date can be discussed). This is a fixed-term role covering a parental leave. In this position, you will be instrumental in driving customer retention (GRR) and expansion (NRR) by guiding clients in leveraging Questback’s solutions to their full potential. You will act as an advisor, trainer, and project lead, helping clients achieve real business outcomes.

Key Responsibilities
• Collaborate with the Swedish Account Management team to support GRR and NRR growth targets.
• Manage your own client portfolio and guide and consult clients on how to successfully adopt and utilize Questback to succeed in their plans and goals.
• Monitor and proactively reach out to customers via phone and e-mail to increase product usage and customer health to reduce churn and uncover growth opportunities.
• Proactively identify and develop client needs during conversations, passing opportunities for expansion or upselling to the Account Management team.
• Manage and deliver professional services within the EX and CX feedback management domain.
• Responsible for customer onboarding in our platform and train and educate users on how Questback can become an important part of customers’ business operations.
• Assist customer contacting us via our support channel.

Qualifications
• Degree in business/economics/technical sciences/statistics/psychology/behavioral science, or equivalent
• 2–3 years of experience in Customer Success or Account Management—preferably in a SaaS environment.
• Ability to work independently and proactively with the customer portfolio.
• Excellent communication skills and a consultative, client-first mindset.
• Ability to manage multiple customers with a focus on quality, timelines, and customer satisfaction.
• Fluent in Swedish and English (written and spoken).
• Familiarity with feedback tools, survey platforms, or SaaS products is a plus.

Well? You’ve read so far. Feel free to reach out to us  if you have any questions or want to learn more about Questback and the role!