Head of Customer Success Saas

il y a 1 jour

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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