VP of Customer Success

Loop54 is rapidly becoming a game-changer in the business of e-commerce. This equals a lot of fun, but also a lot of things to keep track of at once, thus we are growing our team. Do you want to help us be the best product search option with the best customer care out there?

The only way for us to become successful is by making our customers successful when using our product. The Customer Success function manages the customer journey from onboarding, implementation, training and support to adoption, advocacy, up-sell/cross-sell and renewal. The team has 4 highly motivated members today and we are looking for an experienced leader who can take the team to the next level.

So, what's it like to work at Loop54? We value high degrees of responsibility and autonomy. We strive to work transparently throughout the organisation and we always have a humble approach to questions or feedback from colleagues. We appreciate teamwork, diversity and equality. And, most importantly, we have fun at work!

As VP of Customer Success you will be the head of the Customer Success team and a part of the Loop54 management team. Your responsibility is to ensure that the team works in structured way towards making sure that our customers get as much value as possible out of using our products and services. This work will include (but not be limited to) mapping out the customer journey together with the team, making sure our customers can get live and kicking with our product, focused drive towards KPIs such as churn, renewal, referral, NPS score, onboarding time etc, proactively work to make sure the team has the right tools and resources to reach its goals, map our future needs and goals.

Requirements

We want you to be...

• a strong leader with relevant leadership experience and training
• someone with a passion for customers
• unafraid to get your hands dirty to solve problems for customers
• interested in technology
• able to understand and explain complicated things
• fluent in swedish and english

Beneficial

We hope you have...

• previously worked in a B2B customer facing role, ideally within e-commerce or Saas
• worked as e-commerce manager
• a background in leading/managing technical integration projects
• led projects where all or part of the delivery included data analysis
• previous experience from working in a management team

Founded in Stockholm in 2012, Loop54 started life as a search and recommendation related consultancy project for Voddler (the leading Swedish-based video-on-demand platform at the time). Loop54 morphed into a standalone product search engine in 2013, with the company growing and soon becoming cash-flow positive.

In 2015, Loop54 raised $580K in seed funding from Axel Johnson (one of Sweden's leading business groups, employing 19,000 people, and whose investments engage with 1 million customers daily), RECAPEX (based in Stockholm, previous investments: virtual fitting solution for fashion e-tailers, Virtusize), together with Swedish government agency, ALMI Invest, and angel investor, Erik Byrenius.

Learn more about our company history