VP Customer Experience BtoB

il y a 2 jours

Rue de Belzunce Paris France Happypal Temps plein

En tant que VP Customer Experience BtoB & BtoC, tu joueras un rôle central dans la réussite d'HappyPal : tu seras garant(e) de l'expérience client sur tout le cycle de vie, depuis le lancement jusqu'au renouvellement, en passant par l'accompagnement, la performance et le support

Tu travailleras en forte proximité avec les équipes Sales, Produit, Tech et Marketplace, afin de transformer les retours clients en améliorations concrètes et mesurables sur notre plateforme et nos process.

Dans le cadre de ce poste, voici tes principales missions :

1. Leadership & organisation Customer (VP scope)

  • Structurer une organisation Customer claire : rôles, responsabilités, rituels, escalades.

  • Manager, recruter et faire grandir des équipes à fort impact (dont 3 managers).

  • Mettre en place une culture d'exécution : exigence, clarté, ownership, focus.

2. Onboarding & Time-to-Value

  • Construire un onboarding prédictible et scalable (segmentation, playbooks, checklists).

  • Réduire drastiquement le time-to-value et accélérer l'adoption.

  • Fluidifier les passations Sales → Customer (et sécuriser les lancements).

3. Customer Success B2B

  • Définir un modèle de suivi par segment (high touch / tech touch).

  • Piloter les plans de succès : objectifs, jalons, adoption, communication interne.

  • Anticiper les risques d'attrition client et porter une gouvernance de renouvellement robuste.

4. Support B2B & Support B2C (utilisateurs finaux)

  • Garantir un support de qualité : SLA, résolution, ton, pédagogie, qualité.

  • Construire une approche "Support en tant que produit" : réduction des tickets, selfcare, automatisation, amélioration continue avec l'équipe Produit.

  • Segmenter clairement ce qui relève du Support, du Customer Success, et des Ops pour gagner en efficacité.

5. Customer Ops & pilotage de la performance

  • Mettre en place un cockpit de pilotage Customer (indicateurs utiles et actionnables).

  • Structurer l'outillage : ticketing, base de connaissances, reporting, workflows.

  • Déployer les standards : macros, playbooks & guidelines, qualité, documentation.

6. Voix du client & gouvernance Produit

  • Transformer les irritants clients en roadmap priorisée (avec un résultat mesurable).

  • Construire une boucle efficace entre Customer Produit Tech.

  • Porter une vision long terme (correction durable)

Chez HappyPal, on cherche un VP Customer qui aime construire (pas juste piloter), et qui aime les environnements où l'impact se voit vite : adoption, satisfaction, rétention, et qualité d'exécution.

Si tu veux bâtir une des meilleures organisations Customer du SaaS, on a hâte d'échanger

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