Head of Customer Success at Alva Labs

Imagine yourself at the grocery store. You are deciding what to cook for a dinner party tonight. You obviously want it to taste delicious. You also want it to be easy enough to make so you don’t f*ck up. There are a bunch of dietary restrictions you need to adapt your plans to (damn Alice and her lactose intolerance!). The clock is ticking and you have to make a decision without knowing the outcomes based on the information you have at hand. Kind of like hiring…

Hiring today is really hard. It is messy, high-stakes, and full of trade-offs. You need to balance preferences, goals and constraints in order to find the right match. It’s like preparing that dinner, only the stakes are really, really high.

But just like preparing a dinner should be fun and effortless, we believe hiring can, and should be, easy. At Alva Labs, we help organizations go from chaotic hiring processes to consistent, evidence-based hiring systems. Using Alva is like hiring a private chef—you’ll still own the menu, but your odds of success will get a lot better!

We are currently seeking our next Head of Customer Success, a key leadership role that ensures this magic reaches the hands of every customer.

🌍 The company

Alva Labs is a Stockholm-based SaaS company that offers a solution that is helping global organizations grow their team in a scientific way. Alva has created a unique hiring platform that helps companies find the right candidate for them, and candidates to find their dream job. Combining state-of-the-art psychometrics, data science, and an obsession with candidate experience, it provides the needed tool for data-driven talent acquisition.

As we now embark on the next stage of our journey as a company, we are looking for a new Head of Customer Success to help shape the hiring standards of tomorrow.

🎯 The role

As our Head of Customer Success, you will take full ownership of our CS function, leading a team of 8 high-performing CSMs, and driving the next phase of scale and impact. Your north star is Net Revenue Retention—and you’ll be responsible for building the systems, culture, and team needed to drive expansion and retention, while increasing CSM efficiency and delivering exceptional customer outcomes.

You’ll be a key member of our GTM Leadership team, working closely with Sales, Marketing, Product and RevOps to align around a unified customer journey.

You will report directly to the CEO and be part of the management team. You will be expected to contribute at the company-wide level—not just representing Customer Success, but helping to shape our overall go-to-market strategy, organizational direction, and company culture.

The role requires a commercial and operational leader who can instill a proactive, value driven and outcome-oriented mindset across the team—someone who can move fast, build trust, and raise the bar.

🙋‍♀️ You

This role calls for a strategic operator, an inspiring leader, and a hands-on builder. You’ll likely recognize yourself in several of the following bullets:

• You’ve led a commercial team in a B2B SaaS scale-up before—and you’ve done the hard things: change, growth, transformation

• You’ve carried a quota and know how to make CS a commercial function

• You bring a battle-tested playbook—but you’re pragmatic and adaptable enough to tailor it to where we are today

• You know how to move fast, focus on impact, and lead others through ambiguity

• You’ve got strong personal impact—but lead with curiosity, empathy, and clarity

• You’re mission-driven—motivated by work that matters and a product that helps people

• You’re ready to roll up your sleeves—this role may include managing a small portfolio yourself

• You’re deeply curious—ready to “get a doctorate” in our customers, science, and space

Our internal language is English, meaning Swedish is not a requirement for this role. You need to be based in Stockholm and want to spend the majority of your time at our office.

✨ What we offer

At Alva, you’ll join a team of truly talented people working to build a fairer, more efficient job market by leveraging science and data. The problem we’re solving isn’t just interesting – it’s important. By helping organizations and candidates find the right match, we have the opportunity to positively impact millions of lives.

As a company, we’re ambitious and driven by the value we create for our customers and users. We hold ourselves to really high standards, and we believe that to thrive here, your values should align with ours. Please take the time to read more about them → here ←.

The Customer Success team consists of 8 happy campers with a mix of backgrounds from talent acquisition, organizational psychology and customer success. They are seen as true experts within our domain and act as trusted advisors with our customers. They all care deeply about driving change in how our customers view hiring. And they do that with the biggest hearts! Don’t tell any other Alva team, but it is probably also the team that has the most fun at work.

We are in a really exciting shift as a company right now. We are about to launch a massively improved product offering and are becoming what we have always wanted to become. On that journey we believe we will not just dramatically change an industry, we will all need to reinvent how we do work. Joining Alva means you are investing in your own career and becoming AI first, for real. 

📝 The hiring process

Given that we claim to be experts in hiring, you probably wonder what we have in store for you.

• Application with screening questions.

• Screening with Alva’s psychometric tests.

• First interview (focusing on who you are) with HR.

• Second interview with Hiring Manager (focusing on what you know)

• Third interview with peer (focusing on the collaboration to come)

• Case exercise (focusing on how you would do the work)

• Background check (yes, we do take security seriously).

• Offer, sign, and happy dance!
  
  Please note that interviews will start in August.