Customer Success Manager

Customer Success Manager to Alva Labs
If Marty McFly and Doc would have set the time-traveling DeLorean to 2021 they would have found a world where hoverboards haven’t quite exploded on the market (instead they would have found electric scooters, digital breakout rooms, and a metaverse). However, they would have found a hiring scene that hasn’t changed much from the 80s. Women still struggle (they need to send in 30% more applications than males), people of color still struggle (they need to send in 50% more applications than Caucasians), and non-natives still struggle (people with Arabic sounding names are 60% less likely to get a call back to an interview).

Imagine if they set the DeLorean just a few years ahead. Imagine if they came to a future where all candidates were assessed in the same way. Where all are seen for their potential and for who they are, not just for their gender, age, nationality, ethnicity, or other non-relevant factors. Alva is on the journey to create that world.

We are now looking to add another Customer Success Manager to the team, to help us and our customers move towards a brighter hiring future. And who knows, we might just build a hoverboard too.



The company
Alva Labs offers a SaaS solution that is helping global companies grow their team in a scientific way. Alva has created a unique candidate assessment platform that helps companies build their organisations with the right people in the right place. By combining state-of-the-art psychometrics, data science, and an obsession with candidate experience, it provides the needed tool for data-driven talent acquisition.

We are growing 2-3X per year and are in the exciting phase to launch Alva in new markets. Currently, we are focussing on international expansion into new markets and making the next big product bet that will revolutionise how the world views talent.

The role
- This is a highly commercial position. We measure success not just in terms of logo and revenue retention but revenue growth
- You’ll be given stretching expansion targets and will be expected to take responsibility for building and implementing strategies to deliver growth across existing customers
- You will cultivate and develop relationships with decision makers and key stakeholders - you’ll be tasked with ensuring Alva is seen as more than just a software vendor but instead as a strategic recruitment partner
- Comfortable interacting with stakeholders at all levels, you should profoundly understanding your customers’ objectives, challenges, and expectations
- You’ll work fluidly and will embrace driving commercially important initiatives to benefit our aggressive growth targets
- While Nordics-centric today, we’re expanding into new markets. You’ll have a diverse portfolio of customers traversing sectors, size and markets
- Fight injustice in recruitment alongside our industry category experts
- It’s a great time to join the Customer Success fold. As the department matures, we’re building out meaningful and exciting processes that help us and our customers to work better. You’ll spend a chunk of your time collaborating with your Alva teammates to drive this change


You
We believe in finding the right person, rather than the right CV. That said, if you already have a background in commercially-focussed Customer Success or are looking to make the switch from Account Management / Sales - that’s always very welcome. There’s no shortage of in-house thought leadership around psychometrics and tests, a background in these areas is not a prerequisite but we’ll expect you to handle and deliver commercial outcomes with customers from the get go. We’re proud to represent sixteen (and counting!) nationalities at Alva and - given our ambitious expansion plans - written and verbal fluency in English is a must. Lastly, while not expected, experience building a time-travelling DeLorean is bound to catch the eye!

Your future colleagues
We are a team of 50+ people, representing 16 different nationalities and a wide selection of professional backgrounds. And all of that is absolutely fantastic, but the true beauty is the trust and warmth you will experience. You will most likely never be as supported and have so many brilliant minds to learn from and ask for guidance. To quote our CEO during our last company trip, “It feels like hanging out with a bunch of old friends”.

What about the Customer Success team, you might wonder? Well, let me tell you there was never a more lovely bunch of brilliant minds. With deep knowledge and experience, a large cup of service-mindedness, and a pinch of laughter, they are the perfect recipe for both NRR growth and customer satisfaction.

If you want to creep out on this (perhaps your future) team (https://www.notion.so/alvalabs/People-9b32574c8b3747759680da1dbda59b35), fire away!

Why join Alva?
The problem we are solving is not just engaging and interesting (the combination of psychological science and statistics, with a large chunk of candidate experience obsession, what’s not to love?), but it is also something that has a tremendous impact on both people and businesses. You will have the opportunity to work with something that truly makes a difference.

With 250+ customers, strong growth, happy users, and 160 000+ assessed candidates, there is a lot of greatness to build on. We are now entering an exciting phase of our company journey, where we are doubling down on new markets and an international expansion. The company and the team have grown a lot in the last couple of months (150% more customers, and 250% more employees during 2021, so far…). And we are just getting started! There will be so many more opportunities to come.

What’s more - we have flexible work hours, where you can decide for yourself what works best for you. You will get seven weeks of vacation, an on-market salary, a generous preventive care benefit, and a few other neat perks. You can read all about our benefits here (https://www.notion.so/alvalabs/Benefits-1abeeb8de8004f6ab915f2fced70f057) and our company values here (https://www.notion.so/alvalabs/Alva-Values-630a69c6c72642f2b1caab5dab55b953).

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



1. Objective screening with Alva’s tests

2. First interview (focusing on who you are)

3. Case survey (a short survey where you get to explain in writing how you have tackled sales-related situations in the past)

4....