Customer Success Lead

## Job Description**Role**Are you driven by **leading and mentoring a team**, while also **fostering partnerships and unlocking new commercial avenues**Well, if you're passionate about **empowering teams**, **deepening client usage**, and **expanding business opportunities**, this role is tailored for youAs a Customer Success Manager Lead, you'll be at the forefront of our French market, overseeing and guiding a team of Customer Success Managers.Your mission will go beyond providing individual support to encompass strategic leadership and team development. You will also play a crucial role in **ensuring our clients not only adopt** but **thrive with Wooclap** in the dynamic landscape of the French market.**Responsibilities****On the field ***→ Ensure Customer Success & Retention** Take ownership of our **most strategic and high-value accounts**, ensuring their successful **adoption and use of our platform** across all segments, including **education and enterprise**.* Increase tool **adoption rates** by bringing pedagogical expertise to help clients reach their learning and engagement goals.* **Analyze usage data** and performance metrics and devise proactive action plans to strengthen client success.*→ Expand Client Value & Generate New Opportunities** **Develop and execute a growth strategy that maximizes client value** through upsell and cross-sell opportunities.* **Lead and anticipate strategic contract renewals**: participate in strategic renewal discussions with CSMs, ensuring clients are retained and offered the most appropriate solutions.* **Participate in events and client visits** to build strong relationships, better understand their challenges, and uncover new growth opportunities.* Enable the creation of **marketing content at scale with Wooclap ambassadors and user professors** (interviews, webinars, content…).**With the team ***→ Lead, Mentor & Develop the Customer Success Team** Coach, challenge, and empower your team to continuously **improve their skills, maximize performance, and reach ambitious targets**.* Ensure your team maintains a low churn rate and is capable of signing (upsell) and generate new opportunities (cross-sell, referrals,…) through their close relationships with clients.* Coordinate with Head of CX and HR for recruitment and team development initiatives and growth.**Strategy, Market Insights & Business Intelligence *** **Own market performance KPis and reporting**: track and analyze KPIs (Net Revenue Retention (NRR), contraction, upsell, cross-sell and lead generation), market trends, and competitive insights.* **Act as the market voice** internally and externally: represent Wooclap in events, share insights, and position us as a trusted partner in the French market.* Capture **key client needs and feedback to influence the product roadmap** and help shape a best-in-class platform.* Engage closely with other team leaders and teams (Sales, Marketing…) to ensure alignment and continuously optimize processes.## Preferred Experience**Profile requirements*** Minimum of **5 years of experience in an Account Manager/Customer Success leadership role in SaaS**.* **Entrepreneurial mindset** with curiosity and enthusiasm for navigating a dynamic and evolving environment.* Native level in French and fluent in English* Eager to be part of an international team, committed to continuous learning and contributing to a meaningful project.**Skills requirements**1. **Communication**: Exceptional verbal and written communication skills to articulate ideas clearly and build rapport with team and customers.2. **Relationship Building**: Exceptional skills in fostering trust, loyalty, and long-term partnerships with customers.3. **Negotiation**: Proficiency in negotiation techniques to handle contract renewals, upsells, and resolve customer disputes.4. **CRM Software Proficiency**: Ability to effectively use CRM tools to manage customer interactions and track success metrics.5. **Leadership**: Strong leadership abilities to inspire, mentor, and guide a team of Customer Success Managers.6. **Team Collaboration**: Effective collaboration with cross-functional teams, including sales, marketing, and product development.7. **Adaptability**: Flexibility to thrive in a fast-paced, constantly evolving environment, adapting strategies as needed to meet customer and business needs.--- **Package*** - Brussels + Competitive compensation based on experience + Mobility Budget + Full-time contract + Location : Brussels, in the vibrant co-working space of ICAB, Rue des Pères Blancs 4, 1040 Bruxelles, Belgium + Meals: 8€ **Meal Vouchers** (Pluxee) + 100€ **Eco Vouchers** (Pluxee) + Health: Health insurance 100% paid by Wooclap (Alan) and free access to Alan Mind (Mental Health service) + Work equipment: Loan of a Macbook and Phone to work in the best conditions. + Reimbursement of the cost of the mobile subscription up to 50 euros per month + Extra holidays + Flexible working policy* - Paris + Competitive compensation based on experience + Full-time contract + Location : Paris, in the vibrant co-working space of Schoolab, rue de Milan, in the 9th arrondissement. + Meals: 11€ of meals per day worked with the Swile card paid for 100% by Wooclap + Health: Health insurance 100% paid by Wooclap (Alan) and free access to Alan Mind (Mental Health service) + Work equipment: Loan of a Macbook and Phone to work in the best conditions. + Transportation: Reimbursement of up to 60€ of the Navigo pass (71% of the pass). + Reimbursement of the cost of the mobile subscription up to 50 euros per month + Paid-Time off: RTT + Flexible working policy* 30' Screening interview with Recruitment Team* 90' Business Case with Adeline, Head of Customer Experience and a member of the CX team* 30' Panel interview with your future colleagues* 30' Closing interview with Baudouin, our CEO* Contract Type: **Full-Time*** Start Date: **01 July 2025*** Location: **Bruxelles, Paris, Etterbeek*** Education Level: **Master's Degree*** Experience: **> 5 years*** **Occasional remote authorized** #J-18808-Ljbffr