Centuri has appointed Adam Tholfsson as Chief Customer Success Officer (CCSO) in a strategic move to strengthen customer relationships and build a more structured and efficient delivery and support organisation. The new role brings the entire customer journey – from onboarding to support – under one umbrella with a clear focus.
As part of Centuri's growth journey and increased focus on customer experience, Adam Tholfsson has taken on the role of CCSO. In his new position, Adam is responsible for bringing together and further developing the functions that work closely with customers – implementation, onboarding, Customer Success, Expert Services and Support.
"My role is to take a step back from the day-to-day and adopt a more strategic perspective, where I can identify both what works well and what needs improvement," says Adam Tholfsson.
Previously, Centuri's operational activities were led by executives with broad areas of responsibility. As the company continues to grow and evolve, the need for a more specialised and targeted leadership structure has emerged – resulting in the CCSO role.
"This role also means that I am stepping into the management team. It comes with personnel responsibility as well, with roughly one third of the staff now part of Customer Success."
Looking ahead, Adam's focus will be on building an efficient and scalable organisation that supports customers throughout their entire journey – from the first meeting to daily use.
"We want our customers to get started quickly with the product, and the onboarding process should be clear and structured. Support should be fast, knowledgeable and easily accessible for our customers' administration teams."
With a new generation of Centuri set to launch in 2025, Adam sees significant opportunities for improvement and growth – as well as for shaping a company culture defined by joy, pride and a clear sense of direction.
"What I look forward to most is seeing Centuri grow together with all our customers and employees, becoming a better company that both customers and employees are proud to recommend. It's important that we believe in what we do – and have a lot of fun along the way."