Head of Customer Success

Head of Customer Success to Alva Labs
Let us tell you a little story. There once was a company that decided to recruit only based on potential within the individual, not based on fancy titles or employment at dope organizations. They screened individuals without even reading CVs. One candidate that stood out among the crowd was called to an interview. The candidate was extremely nervous. It turned out he had applied for jobs for years and never made it to the interview stage. Why? Because he was 50+ years old and with a foreign background. Anyways, he nailed the interview and got the job. He is now one of their most valued employees.

Alva helps companies like the one in the story do just this. Hire based on potential, not based on background, age, gender or looks. Do you want to join our quest to make hiring better for everyone?

Alva in a nutshell
Alva Labs’ unique candidate assessment platform helps companies build their organizations 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. The platform is built to enable scale and automation through smooth integrations with ATSs, automated test feedback, and unprecedented ease of use. Through its large focus on candidate experience, Alva also offers the next generation’s talent-centric assessment solution.

We are growing 2-3x per year and are in the exciting phase to launch Alva in new markets. Our current client stock consists of everything between start-up to enterprise. Come and help us shape the companies of tomorrow.

Why is this role important to us
Our Customer Success team is our main point of contact for all our clients and candidates. The team supports, trains and shapes Alva’s clients into raising the bar when it comes to objective and accurate recruitment. We are dedicated to stand out amongst the crowd when it comes to delivering excellent customer service. Our CSMs are true subject matter experts with long experience of psychometrics, recruitment and training. What we need is someone that can take our Customer Success to the next level, to streamline, prepare for scale and really nail our playbook. Alva is growing and our future Head of Customer Success will be essential in that journey.

What will you do
- You will be responsible for client satisfaction, product adoption and churn
- You will improve and finalize our way of onboarding and helping clients
- You will lead the Customer Success team, currently consisting of 3 CSM and one Customer support rep (oh the joy you will have managing these incredible people)
- You will work strategically to continuously improve and ensure a state of the art Customer Success
- You will be part of our management team, and answer directly to the CEO
- We are still in our early days, meaning you will need to roll up your sleeves and get your hands dirty


Who are you
- An initiative taker and goal-striver
- A true relationship builder that can sneak your way in to any social setting
- An assertive, business-minded, hard worker
- A structured and persistent person
- You are someone we can send to any of our clients when things hit the fan, high-end, multibillion corporations, as well as your local, family-owned joint around the corner
- You are eager to learn, work hard and are passionate about joining a dynamic startup journey


What have you done before

We believe that great people will find a way, regardless of previous experience. The most important thing for us, is that you are a good person that believes in our cause and vision, to make hiring better for everyone. If you have worked with Customer Success within SaaS before, we will of course be thrilled. Shorter ramping time! No worries if you haven’t worked within people science or recruitment before, we got that area of expertise covered.

About our team

We are currently a team of 20 happy campers, based in central Stockholm with a collective and extensive experience of building and growing tech companies, Psychology, Psychometrics, Data Science, Engineering and Product Design are just a few of the areas that we juggle.

We are a truly diverse team, representing 6 nationalities and a wide spread of professional backgrounds. So in the (at the moment virtual) lunchroom you will find yourself chit chatting with great engineers, psychologists, statisticians, experts in design or marketing magicians.

Why you should join our team:

- This is and will be one of the biggest shifts within the digitization of HR and People operations, be part of it!
- What we do has great impact on our customers performance and the way they operate their businesses
- We aim to live as we learn with a high performing team that values work flexibility, transparency and the combination of successful goal striving with work-life balance.
- Oh, and yes. You will have A LOT of fun! ;)


Welcome to Alva!