Operations Lead

il y a 4 semaines


Paris, Île-de-France Meero Temps plein
About the Role

We are looking for an experienced Operations Lead - Customer Success to join our team. As the Head of Customer Success & Operations for our automotive vertical, CarCutter, you will be responsible for managing and developing a team of CSMs distributed across Europe and the United States.

Key Responsibilities:

  • Manage and develop a team of CSMs distributed across Europe and the United States, ensuring high-performance and collaborative culture.
  • Develop and execute strategies to drive customer retention and growth, aligning with customer needs and business goals.
  • Own key KPIs for the CSM department, including retention rates, customer satisfaction, and account expansion metrics.
  • Collaborate with product teams to translate customer feedback and business requirements into actionable product improvements and features.
  • Build and maintain strong relationships with key enterprise customers, ensuring a deep understanding of their business objectives and how our solutions can support them.
  • Support international growth initiatives by ensuring consistent, high-quality service delivery across regions.

Your Profile:

  • ~5+ years of experience in Customer Success Management or a similar role, with significant experience in SaaS.
  • ~ Proven leadership experience in managing and scaling high-performing teams across different geographies.
  • ~ Strong business acumen with the ability to understand and navigate complex client needs.
  • ~ Exceptional communication and relationship-building skills with both customers and internal teams.
  • ~ Experience working in start-up/scale-up environments and understanding the challenges associated with rapid growth.
  • ~ Operational expertise with a keen interest in process optimization and workflow management.
  • ~ English fluency is required, with French considered a strong plus.
  • ~ International experience is highly desirable.

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