VP Customer Success & Marketing

We are looking for a VP Customer Success & Marketing to join our team in Stockholm. In this role you will be an integral part of the management team, reporting to the CEO.

What you will do
As a VP Customer Success & Marketing, you play a key role in providing world-class service to, and ensuring the success of our customer base in connection to:

- How we communicate to them (within the platform, in connection to order processes and in our marketing)
- How we support them (ensuring a wow experience when they need it and where they need it)
- How we maximize their value (ensuring we continuously ensure customer satisfaction and success in the offering we provide)


Areas of responsibility include:
- Customer Insights - be the voice of the customer and manage the company’s understanding of customers’ needs, goals, and roadblocks. Continuously evaluate in-market solutions available, best practices, and generate and share educational resources.

- Customer Success - secure an exceptional onboarding experience, order experience and continuous experience of UA and the platform in all touchpoints. Leverage evangelists and advocates among our end customer base and quantify the values we create.

- Customer Support (1st line) - oversee a high quality support organization towards channel partners and their end customers regarding the UA platform and UA brand portfolio. Provide access across markets and channels (phone, email, chat) and distribute incoming enquiries to 2nd line support internally and/or externally.

- Team management and scaling - grow and develop a cross market/language team, including hiring and training, to the highest level. Invest time in the infrastructure and scale and automate the efforts of the support organization.

- Business Development - leverage data and synthesize customer feedback to identify opportunities and build customer loyalty. Through targeted initiatives (eg. One Device, One Tree, loyalty program, vertical communities) drive end-customer uptake and retention, and uniquely position the UA offering towards various stakeholders

- Marketing - Being responsible for planning, developing, implementing and monitoring the overall business marketing strategy, including supporting our channel partners in their marketing efforts and in the creation of “central concepts”. Also overseeing the communication towards customers and partners (newsletter, knowledge-base, blog etc.)

You will work closely with other departments in the company to ensure a customer-first approach. Your success will be measured by metrics such as retention, NPS, share of addressable spend achieved per customer, ARR and LTV.

Who you are
As a VP Customer Success & Marketing you are a natural leader striving for excellence for yourself, your team, and the services you build. You are proactive and outcome-oriented; you can articulate the desired outcome, required framework and execute with laser focus to achieve it. You curate and build on the ideas of others in pursuit of the best solution possible and, through collaboration with cross-functional stakeholders, receive buy-in for new ideas, products, and processes.

At Universal Avenue we are looking for people that are exceptional at what they do, people with the right attitude, high level of energy and a strong entrepreneurial drive. We are looking for people driven by both profit and purpose, who places great emphasis on work that truly matters.

You are persistent and curious, and inspired by making a difference on a global scale and have the dedication to achieve something bigger than yourself. You are a true team player that enjoys a great degree of flexibility and freedom with clear deliverables. High pace is something you are used to, at times with tasks outside your job description requiring you to roll up your sleeves.

Required Skills
- 8+ years experience from building and leading customer success and/or marketing teams of scale
- Proven strong executive leadership and decision making abilities
- Proven track record of hiring, developing and managing world-class talent
- Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
- Proven track record of defining and optimizing processes
- A strong understanding for the needs and wants of the B2B segment
- Great communication and presentation skills with the ability to speak fluently to engineers, designers, business people, and data scientists
- Advanced quantitative skills and understanding of data and how it can be used to improve product experience
- Technical and SaaS/PaaS experience and an ability to speak to technical customers in their language


Beneficial Skills
- Experience from management consulting
- Experience from supporting both hardware and software solutions and services including subscription-based business models
- Experience from managing multi-location and multi-functional teams
- Experience from working in a Telco or Bank environment
- Additional languages


This is Universal Avenue
Universal Avenue digitalizes small and medium sized businesses (SMBs). Since 2014, we have gained the trust of 30,000 local business owners, to supply them with the solutions they need to grow and compete.

Our B2B commerce platform unites sellers, buyers and sales partners in one ecosystem where:

- Sellers - Get access to a global B2B distribution network
- Buyers - Get access to a wide range of solutions to digitalize and take their business to the next level
- Sales Partners - Get access to a turnkey platform to increase earnings by connecting buyers and sellers


Universal Avenue is based out of Stockholm and backed ($28 million) by MOOR (the private investment arm of Kaj Hed, main owner of Rovio, creator of Angry Birds).