Head of Customer Success

Head of Customer Success

About Carla

At Carla we believe that more people should be able to drive electric. Therefore, we have set out to build the safest, most convenient and transparent way to sell, buy, or lease an electric car. Carla was founded in 2020 in Stockholm, with strong VC backing. We are now in an exciting growth phase and we're looking to hire people who have that magical mix of being great at what they do, show a strong drive, can obsess over consumer centricity, whilst being humble and eager to learn.

About the role

The Head of Customer Success at Carla will be responsible for our inside sales, and customer support teams. To support our ambitious growth targets, we need to grow this team strongly going forward, both in Sweden and abroad. Therefore, we need a strong leader, who can take on both operational and strategic responsibilities.

We expect you to be a genuine and proactive team player, who can approach business challenges in a data-driven and structured manner. Leadership, and being able to motivate highly driven sales and support staff is key. Furthermore, we expect the right candidate to be able to manage multiple projects and stakeholders at once, with strong prioritization skills.

Concrete examples of work tasks include but is not limited to:

- Setting the strategic plan for the Customer Success function
- Develop the teams, which includes recruiting, hiring and training of new team members- to ensure a winning team through meaningful performance and talent development
- Ensure sales growth through improved ways of working, systems and processes, whilst sticking to our core value of customer obsession'
- Drive initiatives to improve both customer experience and profit through automation
- Act as main stakeholder towards relevant dedicated Product teams
- Analyze and act on customer satisfaction throughout the process of getting, and ultimately having a car
- Keeping up to date with the latest trends, tools and best practices within the CS domain


Create, measure and live up to relevant KPIs related to CS - mainly sales/lead conversion, upsell, and customer satisfaction

Professional experience

- 10+ years from online first, business-to-consumer companies (must), with a successful leadership record
- 5+ years experience with start-up/scale ups, preferably in the consumer tech industry, and with an entrepreneurial spirit and “can-do” attitude. (must)
- Building up and managing inside sales and/or support teams (must)
- Experience from implementing/working with CRM systems, strategies and best practices
- Hands-on experience from building up and managing teams across multiple locations
- Excellent grasp of customer behavior and customer journeys
- Fluent in data analysis, dashboards and data visualization tools, knowing how to translate data into insights


Edcuational background

- Masters degree, or equivalent, within engineering, management, or business

Personal traits

- Commercial acumen - loving to do business
- Data-driven
- Obsessed with customer satisfaction
- Results-oriented, structured and methodical problem solver
- Strong leadership skills
- Humble
- Stress resistance
- Compassionate team player
- Positive “can do” attitude


Language skills

- Excellent level English in speech and writing
- Due to Carla’s international expansion plan other languages are meritorious especially Swedish and Norwegian