VP, Customer Success Leader

il y a 3 semaines

Paris, Île-de-France Odaseva Temps plein
Customer Success Leader

As a key member of the Odaseva team, you will play a critical role in driving customer success and satisfaction across the North American region. Your primary responsibility will be to lead and inspire a high-performing Customer Success Management (CSM) team, fostering a culture of customer-centricity, collaboration, and continuous improvement.

Key Responsibilities:
  • Lead and develop a high-performing CSM team, ensuring they have the necessary skills and resources to deliver exceptional customer experiences.
  • Partner with executive leaders to define and execute the overall customer success strategy for North America, aligning with company goals and objectives.
  • Serve as the executive sponsor for top-tier customers, building and maintaining strong C-level relationships to drive strategic partnerships and maximize customer lifetime value.
  • Trigger revenue expansion through proactive renewals, upsells, and cross-sells within the existing customer base, collaborating closely with Sales and Account Management teams.
  • Establish and manage key performance indicators (KPIs) for the CSM team, including adoption, customer satisfaction, retention, expansion, and advocacy metrics.
  • Serve as a trusted technical advisor to both customers and internal teams, providing expert guidance on Odaseva platform adoption, data governance, and security best practices.
  • Oversee and optimize the onboarding process for key customers, ensuring a seamless transition and rapid time-to-value.
  • Develop and implement programs to accelerate product adoption, increase customer engagement, and drive customer advocacy across the North American customer base.
  • Act as the final point of escalation for critical customer issues, ensuring swift resolution and proactive communication to maintain customer trust and satisfaction.
  • Establish a robust feedback loop to capture and analyze customer insights, informing product roadmap, support processes, and overall customer experience improvements.
  • Foster a culture of knowledge sharing and collaboration within the CSM team, providing regular training and development opportunities to enhance technical expertise and customer success skills.
  • Build strong relationships with key stakeholders across the organization, including Product, Engineering, Support, and Marketing, to ensure seamless customer experiences and drive company-wide customer success initiatives.
  • Contribute to the development of high-quality content, including knowledge base articles, best practices guides, and thought leadership pieces, to educate and empower customers and internal teams.

Requirements:

  • ~15+ years of experience in customer success, account management, or a related field, with a proven track record of leading high-performing teams in the Salesforce ecosystem.
  • ~ Proven experience scaling a CSM team, where you built solid foundations.
  • ~ Deep understanding of data governance, security, and compliance challenges faced by enterprise customers.
  • ~ Exceptional communication and presentation skills, with the ability to build strong relationships with C-level executives and technical stakeholders.
  • ~ Strong ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
  • ~ Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
  • ~ Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
  • ~ Project manager mindset (prioritization, multitasking, and organization skills).
  • ~ Passion for customer success and a commitment to driving customer value and satisfaction.
  • ~ Ability to prioritize and perform effectively in a highly dynamic work environment.
  • ~ Full professional proficiency in both French and English.

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