Head of Customer Success Saas

Il y a 5 mois

Paris e, France Qobra Temps plein

**Job description**:
Today's CS team is composed of 3 customer success directly reporting to the CPO, Axel. 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 **growth 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**:

- 20' Screen Call
- On-site w/ Antoine, CEO & Axel, CPO
- Case study at home & Debrief with Axel
- Meet the team
- Maika & Nicolas, CS
- Gabrielle, Head of Sales & Simon, Head of Marketing
- Tanguy, cofounder & CTO

Reference calls with also happen, simultaneously.

**Qobra, that's also**:

- A wonderful team who share common values
- Attractive Compensation + Stock Options (BSPCE).
- 230 m2 office in the center of Paris (Sentier).
- Apple Computer
- Swile Lunch-vouchers
- Gymlib sports membership with preferential rates.
- Health insurance (Mutuelle)
- Summer offsite in crazy sunny destinations (Mykonos, Crete, Sicily, Malta )

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