Head of Customer Success Saas

Il y a 6 mois

Paris, France Qobra Temps plein

**Job description**:
Today's CS team is composed of 4 customer success directly reporting to the CEO, Antoine. Your role would be to take the Head of Customer Success position, managing the team, and soon reporting to the CEO.

**Your goals**:
The main objective is to take Customer Success to the next level. The Head of Customer Success should grow us:
From ️ We have very happy customers, growing organically, and a team of great full-stack CS, very committed to get successful use of our product by the customers.

To ️ Fully structured Customer Success organization, able to 1/ delight customers beyond our tool, 2/ improve GRR & NRR and 3/ being able to scale the customer success team (increasing headcount, and increasing accounts per CS).

**Mission & Responsibilities**:

- Hit the company **GRR & NRR** targets.
- Structure the CS team, to handle, in all target customer segments.- **onboarding**, as is it currently >50% of the CS job,
- **support**,
- **delight** (through building a customer community / client club),
- **renew**,
- **upsell**.
- Create a predictable **hiring process **and hire a bunch of excellent individual contributors.
- Build a predictable **training program**, for the quick ramp-up of new joiners.
- Introduce new valuable **CS** **methods** to the team (such as QBR tactics) and set **leading KPIs** to improve CS efficiency (like using Metabase, Datadog,...).
- Maintain a **gross margin** aligned with the board expectation.
- **Collaborate** with Sales, Marketing, Product and Tech departments.

**Experience required**:

- You are in a **management position** of 10 direct reports.
- At some point of your career, you must have serviced customers at a **2-3M€ ARR SaaS company**.
- You successfully serviced** 30k€ ACV** (average contract value) SaaS products.
- You already **built a team yourself**, and are extremely demanding when it comes to hiring process, training program, coaching & developing CS people.
- You have already managed several **complex projects** with multiple stakeholders.
- You have **strong analytical and logical capabilities**, and have experience using basic technologies (datatables, API, SQL ).
- When being an individual contributor, you were in the **top 20%** among your team.

**Hiring Process**:

- 30' Screen Call
- On-site w/ Antoine, CEO
- Case study at home & Debrief with Maika & Nicolas on-site
- Meet the team
- Gabrielle, Head of Sales & Simon, Head of Growth
- Gabrielle, Head of Sales & Simon, Head of Marketing
- Tanguy, cofounder, CTO & Axel, cofounder, CPO
- Call with our investors
- Reference calls with also happen, simultaneously

**Qobra, that's also**:
**An attractive package**:

- Delicious dishes every day thanks to the Swile restaurant card
- A Gymlib sports subscription at an ultra-preferential rate to stay in shape ️‍️
- Benefiz insurance covering part of your medical expenses
- 50% coverage of your transportation expenses for worry-free travel
- An attractive compensation package including BSPCE stock options

**A dynamic professional environment and career opportunities**:

- A dynamic company atmosphere, surrounded by inspiring individuals ️
- An ambitious startup since its inception for an exciting adventure
- An environment conducive to learning and professional growth
- Team-building and offsite events in amazing destinations like Malta, Sicily, Megève, and Mykonos ️

**An ideal and comfortable workplace**:

- Offices in the heart of the bustling Paris
- Cutting-edge technological tools and equipment
- Fresh fruits, breakfast, and delicious snacks for revitalizing breaks
- Office is the preferred workplace, although remote work is sometimes possible, and it's even the norm in summer and at the end of the year

Qobra thrives on innovation, supporting diversity and inclusion as core principles. We welcome talent from diverse backgrounds, fostering an environment where every voice is valued. Discrimination has no place here - we're committed to equality in all aspects of our operations. Join us in shaping a future where diversity drives success.

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