About us

Hiring is broken. Most companies still pick people based on CVs and gut feel, which means they miss great candidates and promote the wrong ones. Alva exists to fix that.

We've built something that works, and we're not done. The problem we're solving is bigger than most people realise, and we're just getting started on it.

We're a Stockholm-based team that's helped hundreds of companies across Europe rethink how they find talent. The work is real, the problems are hard, and the people here care about getting it right.

About the role

We are seeking a Head of Customer Success to lead our Customer Success team and drive customer satisfaction, retention, and growth. In this pivotal role, you will lead a team of Customer Success Managers and Account Managers, implement strategic initiatives, and ensure our clients receive exceptional value. This is an on-site role where you'll play a crucial part in aligning customer success strategies with our overall business objectives.

What You'll Work On

• Lead and mentor a team of Customer Success Managers, providing coaching and professional development to enhance their skills and performance.

• Develop and implement customer success strategies and best practices to improve customer satisfaction, retention, and expansion within our accounts.

• Serve as a key point of escalation for complex customer issues, working cross-functionally to resolve problems and ensure customer needs are met promptly.

• Collaborate with sales, product, and marketing teams to align customer success efforts with overall business goals and product development roadmaps.

• Drive the adoption of AI tools and technologies to improve customer success processes, increase team efficiency, and deliver greater value to our customers.

• Oversee account planning and management processes to ensure effective and strategic engagement with key accounts, ensuring alignment with company strategy.

• Monitor and analyze customer success metrics, providing regular reports and insights to senior management to inform decision-making and drive continuous improvement.

What We're Looking For

• Proven experience in a customer success leadership role within a SaaS organization is a must-have.

• You have experience in change management, particularly in scaling environments.

• A strong understanding of SaaS business models and customer lifecycle management is essential.

• You are proficient in using AI tools and technologies to improve customer success operations.

• Exceptional leadership and team management skills, with the ability to coach and develop a high-performing team.

• Strong commercial acumen, with the ability to support complex negotiations and drive revenue growth.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.

• You possess an assertive and inclusive leadership style, fostering a positive and collaborative team environment.

• You thrive in a high-pace environment and can manage multiple priorities effectively.

Our Hiring Process

• First interview - Who you are and what you know with Oliver, CRO

• Second interview - Collaboration with Lin, CMO

• Third interview values & culture, with Malcolm, CEO

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

We look forward to hearing from you!