Be a part of the next big thing

Do you thrive on tackling complex challenges? Are you passionate about creating impactful solutions that drive commerce forward? Do you believe in encouraging and elevating those around you?

About us

Kustom, formerly known as Klarna Checkout (KCO), is the Nordic market leader in digital checkout solutions. Today, we support over 24,000 merchants across more than 170 countries, providing a streamlined checkout experience. We offer localized solutions in 18 markets, tailored to specific languages, currencies, and payment methods. No matter where businesses operate, we deliver a checkout experience that meets the needs of both merchants and shoppers - driving growth globally.

The role

The Retention Lead plays a key role in strengthening long-term merchant value by shaping and continuously developing how Kustom works with retention and the full merchant lifecycle. The role owns the overall retention framework and acts as a connecting layer between data, insights and execution, ensuring that lifecycle performance is understood holistically and addressed in a structured, scalable way across the organization.

Working closely with Commercial, Support, Product and Partner teams, the Retention Lead builds deep understanding of merchant behaviour, workflows and touchpoints, from onboarding and commercial engagement to support interactions and ongoing partnerships. By connecting signals across teams and markets, the role helps identify patterns, opportunities and early indicators that inform priorities and guide decision making.

A core part of the role is to ensure that merchant insights and feedback are systematically captured, translated into clear learnings and reflected in company priorities, improvements and product development. Through cross-functional collaboration and clear ownership, the Retention Lead helps turn insights into concrete actions that support sustainable growth, strong merchant relationships and long term value creation.

Things you'll be doing

• Own and develop Kustom’s retention framework, including how lifecycle performance is monitored, interpreted and acted upon across the organization

• Build a strong understanding of merchant behaviour and lifecycle dynamics across segments, partners and markets, identifying patterns, trends and early signals

• Act as a cross-functional driver, ensuring insights are translated into concrete improvements across Product, Tech, Support and Commercial teams

• Establish clear ways of working for how lifecycle signals and merchant feedback inform prioritisation, initiatives and execution

• Collaborate closely with Partner Managers, Growth and key partners to strengthen onboarding quality, commercial engagement and long term merchant outcomes

• Ensure merchant feedback from multiple touch points is captured in a structured way and used to guide continuous improvement

• Initiate, follow up and evaluate lifecycle initiatives that strengthen merchant engagement, loyalty and long-term value

Skills and experience you'll need

• 3+ years of experience working with retention, lifecycle or customer value in a B2B environment

• Strong commercial understanding, with experience from B2B sales or commercial roles; experience from payments is a plus

• Proven ability to analyze data and insights to identify patterns, trends and actionable opportunities

• Academic degree in business, economics, engineering or a related field

• Experience navigating and influencing senior stakeholders across functions

• Hands-on experience from direct customer interactions, such as sales, account management, support or customer success

We believe you'll thrive in this role if you have

• Have a strong interest in merchant lifecycle, customer value and how commercial, operational and product decisions shape long-term outcomes

• Enjoy working in complexity and are comfortable creating structure, priorities and momentum in areas without clear playbooks

• Take a proactive, ownership-driven approach and are motivated by turning insights into concrete actions and measurable improvements

• Thrive in cross-functional environments and collaborate easily with senior stakeholders across commercial, product and operational teams

• Value a low-ego, pragmatic mindset and enjoy working closely with others to move things forward

• Are comfortable operating autonomously, prioritizing effectively and following through with high accountability

Benefits 

• Robust pension plan with national and occupational components

• Excellent health insurance coverage, including long-term illness protection and salary exchange options

• Annual wellness allowance of 3,000 SEK to invest in your health and fitness

• Extra day off when major holidays (e.g., Christmas Eve, New Year's Eve) fall on weekends

• Continuous learning opportunities and professional development support

A place to grow

At Kustom, you won’t just be another face in the crowd. This is a place where we elevate each other and celebrate success as a team. We believe in our ability to create excellence - and have fun doing it!

We know we set high expectations, but we also know that the road to success isn’t a straight line. We support and encourage each other to try, to fail, to try again. Because that’s how we grow, individually and together.

Does this sound like the place for you?

About your application

• Please apply in English. At Kustom, we welcome everyone! We don’t care where you’re from, whom you love, or what kind of food is your favorite. We believe in inclusivity for all.

• Given the above, we treat all candidates the same! That’s why we have this awesome recruitment tool to keep track of all the amazing talents that apply - so please; apply through the system and we’ll make sure to keep you updated along the recruitment process. Please note that we can’t keep track of CVs or similar documents sent via email.

• We value your privacy! When you apply, we'll handle your data with care. Want to know more about how we use your information? Check out our FAQs at the bottom of the jobs page - we've got all the details there for you!