New Head of Customer Success to improve daily life for our customers
On 1 November 2025, Bjørn Højland joined Schilling as our new Head of Customer Success. With a strong background in IT and software, and experience from both start-up and scale-up environments, Bjørn will play a key role in strengthening our customer relations and taking the customer experience even further.
Our customers and Schilling are on a journey together. In close cooperation, we develop business-critical software solutions for an industry that is moving ever faster, with steadily increasing demands. This calls for new perspectives and dedicated effort to ensure that we continue to deliver high quality in everything from implementation and consulting to support and daily operations.
That’s why Bjørn is ideally suited to the role. He explains that it was especially our market position and customer focus, the technical complexity, and the rapid development in the publishing industry that made the job attractive and convinced him to join Schilling:
“As the market leader in the Nordic region, Schilling is on an exciting journey, and I want to help set the direction. Customer satisfaction has gone from 89.6% in 2023 to 94.64% in 2025. That’s really good, but I’m sure we can do even better.”
Bjørn emphasises that an even closer dialogue with our customers will be essential in the years ahead:
“The publishing industry is developing fast, so we need to stay very close to our customers to understand their new and ever-changing needs. Many of our customer relationships go back decades, but that does not mean that we know what our customers’ everyday work will look like tomorrow, in three months, or in three years. We have to stay engaged, understand their reality, and pick up early signs of changes in needs, processes, and workflows. We deliver business-critical solutions, so our consulting, deliveries, and support must be world-class – every single time, every single day.”
For Bjørn, customer success and customer intimacy go hand in hand. Both require expertise and presence – especially at a time when the pace quickens and complexity grows:
“Good customer service becomes even better when we slow down for a moment, listen, and truly understand the needs of each individual customer. Because everything today moves so fast, we need to be better at looking ahead, staying proactive, and communicating clearly – and it helps to be more curious and ask more questions,” Bjørn says, and continues:
“Effective and precise case handling is achieved by being fully aligned with the customer and sharing a common understanding of the problem or need. Clear meta-communication is crucial to avoid misunderstandings and build even stronger customer relations.”
With Bjørn leading the way, we are strengthening our customer focus at Schilling and taking another important step towards better customer experiences and long-term partnerships.