Creating Moments That Matter for our Customers – A Conversation with Lisa Holmén 

Customer success, lived every day 

“It’s not just a message. We work with our customers for our customers all the time and every day.” 

For Lisa Holmén, Customer Success Director for Europe, customer success is often used a slogan without any meaning attached to it. But to her, it means something: something that happens in the everyday work of helping customers realize value, working across teams, and using technology and AI in practical ways that make a difference. 

In our conversation, Lisa kept returning to three themes: customers, collaboration, and the possibilities technology creates when the right people come together around a shared goal. 

Growing through others 

“I can see how my team has grown in their roles as Customer Success Managers… Realizsing that my impact is not only what I deliver, but what I enable others to do.” 

When Lisa reflects on her journey at IFS, she does not point to one single achievement. Instead, she talks about the growth she sees in the people around her and the pride that comes from enabling others to develop. 

That perspective shifts the focus away from individual recognition and towards something much more lasting: creating the conditions for others to succeed. 

Because in the end, it is never about individual success. It is about succeeding together. 

Creating value together with customers 

“We do it as one IFS team… all colleagues’ contributions count.” 

Lisa describes customer success as working proactively with customers, helping them use all IFS solutions better, adopt new IFS capabilities, and maximize the value they get from their IFS investment in meaningful ways. What stands out is that she speaks about outcomes and impact as opposed to individual tasks. 

She also makes it clear that this is never done in isolation, reflecting her commitment to the journey of growth. Many IFS teams, functions, and perspectives all contribute to stronger customer outcomes over time, moment by moment, building towards long-term outcomes. 

Lisa is proud of the CSAT results that the global CSM team has achieved, with a jump from 81% in 2025 to 94% in the first quarter of 2026. 

We focus on delivering value through IFS expertise, tracking our progress and value delivered, and demonstrating our impact. We strive to be trusted advisors, always available to support our customers on any topic. The high customer satisfaction score reflects this. As a customer gave as feedback: “Deliveries on time, flawless products, fit for its purpose and a proactive approach” 

High-performing teams built on collaboration 

“Collaboration is part of our DNA… we help each other across teams, across countries, and across industries.” 
 
“People are highly skilled and have extensive knowledge and background.” 

Another strong part of Lisa’s story is how she talks about colleagues. She highlights the deeply professional and highly skilled people she works with, and the way expertise is shared across teams, countries, and industries. 

High-performing teams are built: in an environment where people challenge each other, innovate together, support each other, and take shared ownership of success.  

There is grit in that too. Sometimes it is a tough struggle but when we do it together, we succeed. 

Technology enables impact and broader value 

“Technology allows us to identify opportunities and challenges earlier… and focus more on value creation with our customers.” 
 
“AI Technology will enable us to work both smarter and faster, which is really fun.” 

Lisa also speaks with energy about what technology can make possible. AI and innovation are changing how the team works not for the sake of technology itself, but because they create more space for proactive work, better decisions, and stronger value creation with customers. 

And that impact extends beyond the immediate customer relationship. As Lisa explains, helping customers use IFS solutions helps support efficiency and sustainability in practical ways. 

My reflection 

What stayed with me after speaking with Lisa is how grounded her leadership feels. Not through big statements, but through the way she talks about her team, her customers, and the importance of collaboration. 

And if you want to work at the intersection of technology and customers, making a difference every day with highly skilled colleagues, IFS is the place where you can influence your work, be challenged, and truly grow together.