Spintr is a dynamic startup at the forefront of revolutionizing the employee experience landscape with our innovative Employee Experience Platform (EXP). We are on a mission to create workplaces where every employee feels engaged, valued, and motivated. If you're passionate about shaping the future of the workplace and ready to drive excellence in customer satisfaction, please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role.

Job description

Spintr is an exciting and dynamic startup revolutionizing the employee experience landscape through our innovative Employee Experience Platform (EXP). We are passionate about creating a workplace where every employee feels engaged, valued, and motivated. Join us in our mission to transform the way organizations approach employee experience!

As the VP of Customer Experience, you will be at the forefront of shaping and delivering an exceptional experience for our customers. You will lead the development and execution of strategies to enhance customer satisfaction, drive retention, foster advocacy, and contribute significantly to revenue growth through renewals, upsell, and cross-sell opportunities.

Key Areas:

Customer Success and Excellence Strategy
Customer Experience (onboarding, support, and engagement)
Drive revenue and growth (renewals, upsell and cross-sell)
Churn management
Operational excellence
Team leadership

Key Responsibilities:

Customer Experience Strategy:
- Develop and execute a comprehensive customer experience strategy that aligns with the company's mission and values.
- Drive initiatives to enhance the overall satisfaction and success of our customers.
Customer Experience:
- Hands-on collaboration, and engaging in onboarding, educating, and supporting clients.
Drive revenue:
- Lead and drive growth opportunities through renewals, upsell and cross-sell initiatives.
Churn Management:
- Develop and implement strategies to lower and control churn rates.
- Analyze churn data to identify trends and proactively address potential issues.
Customer Advocacy:
- Establish and nurture programs to identify and amplify customer advocates.
- Leverage customer feedback and success stories for marketing and sales initiatives.
Product Feedback Loop:
- Act as a bridge between customers and the product team, ensuring customer feedback is incorporated into the development roadmap.
- Collaborate with cross-functional teams to enhance the product based on customer insights.
Team Leadership:
- Build, mentor, and lead a high-performing customer experience team.
- Foster a customer-centric culture that values innovation, collaboration, and continuous improvement.
Operational Excellence:
- Optimize customer experience processes to ensure efficiency and effectiveness.
- Implement systems and tools to measure, track, and report on key customer experience metrics.
Cross-Functional Collaboration:
- Collaborate closely with Sales, Marketing, Product, and Tech to ensure a unified and positive customer experience.
- Advocate for customer needs and expectations within the organization.

Qualifications:

Proven experience in a leadership role focused on Customer Experience within the SaaS industry.
Strong understanding of SaaS business models and the importance of employee engagement.
Experience in driving growth (renewals, upsell and cross-sell) initiatives.
Demonstrated success in building and leading customer experience teams.
Exceptional communication and interpersonal skills.
Analytical mindset with the ability to use data to drive strategic decision-making.
Proficiency in Swedish and English (additional languages are a plus).
Bachelor's degree in Business, Marketing, or a related field.

Additional qualities and skills

Adaptable: You thrive in dynamic environments and easily adapt to changes, ensuring a flexible and resilient approach to challenges.
Customer-Centric: You have a strong focus on understanding and meeting customer needs, ensuring a positive experience throughout interactions.
Team Player : You interact with stakeholders at all levels.
Business minded . You can anticipate, identify and analyze needs.
Data-Driven: Your decision-making is informed by data analysis, and you leverage metrics and insights to drive strategic initiatives.
Results-Oriented: Your primary focus is on achieving measurable outcomes, and you proactively seek ways to enhance performance and meet objectives.
Emotional Intelligence: You navigate interpersonal relationships with empathy and emotional intelligence, fostering positive collaborations and effective teamwork.
Strategic problem solver . You see the big picture, monitor your goals, and take the necessary steps to produce results.
Good at communicating . Both internally and externally. You adapt your communication to the recipient.
Organized and structured . You carefully plan, organize and prioritize your data to ensure results.
Intellectually curious . You are not waiting for things to happen - you create solutions, initiate actions and make sure things happen.
Good judgment . You have a sharp ability to determine which activities, tools work or not, and you take steps to lead in the right direction.

Interested?

Are you ready for your next career move and eager to be a part of our growth journey? Send your application as soon as possible, but no later than January 31th. We review applications continuously, so don't delay!

Questions about the job? Reach out to Jessica Sundström at jessica.sundstrom@spintr.com or call 0704-941004.

The responsible recruiter is Anki Lundin. You can reach her at anki@ankilundin.se or call 070-745 04 05.

At Spintr, we believe that a rewarding Employee Experience is one of the most crucial investments an organization can make. We understand that a good experience and effective communication enhances engagement, reduces staff turnover, and boosts our clients' revenues.

Our mission is to make going to work more enjoyable and meaningful for employees. We achieve this by challenging and redefining what internal communication means.

We are a very stable company with an inviting and down-to-earth workplace culture characterized by innovation and a strong desire to grow, both as individuals and as a company.

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