Hanna Gustafsson

Customer Success Manager with 8+ years scaling retention, upsell, and account growth across SaaS and fintech. Proven in C-level engagement, governance models, and cross-functional delivery across Sales, Product, Legal, and Support.

Customer Success Manager - Cambio - Stockholm

(2025-06 - 2025-12)

• Led recurring governance and testing meetings ensuring timely resolution of incidents and change requests
• Drove cross-functional coordination across Product, Delivery, Support, and Development to align on customer priorities
• Managed pre-go-live activities including test management, end-user training, and process alignment

Customer Success Manager - Trapets - Stockholm

(2023-05 - 2025-06)

• Owned ~70 accounts with KPIs across churn reduction, NPS improvement, and upsell growth
• Built and executed governance model with strategic account plans; led C-level meetings to identify expansion opportunities
• Coordinated RFI responses with Legal, Sales, Product, and CISO; ran workshops and user forums to drive continuous improvement

Customer Success Manager - Trintech - Stockholm

(2021-08 - 2023-05)

• Delivered on-prem to cloud migration projects on schedule, including documentation, training, and custom configurations
• Drove product adoption via demos, webinars, and breakfast seminars across enterprise customer segments
• Translated customer feedback into product and process improvements in partnership with Delivery, Marketing, and Product

Customer Success Manager - Cision - Stockholm

(2019-04 - 2021-08)

• Project-managed enterprise onboarding, training, and retention programs for clients including Nasdaq and Finansinspektionen

Customer Success Manager - Coursio - Stockholm

(2018-04 - 2019-04)

• Managed full customer lifecycle from contract to adoption, delivering digital performance coaching across SEO, analytics, and CRO

Diploma - Customer experience management: CX - IHM Business School (2023-01 - 2023-06)

Diploma - University of the Sunshine Coast (2015-06 - 2015-12)

Bachelor-level studies - Public Opinion Formation - Södertörns Högskola (2013-01 - 2016-06)