Customer Success Lead

Join Wooclap, a leading interactive learning platform, as a Customer Success Lead for the French market. In this role, you will lead and mentor a team of Customer Success Managers, ensuring client adoption and success while expanding business opportunities. You will also be responsible for market performance KPIs, representing Wooclap at events, and influencing the product roadmap. The position is based in either Brussels or Paris, with competitive compensation and benefits.

Job description

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 you

As 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.

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.

A
weekly presence at the Paris or Brussels office
is required (min 3x/week).

Recruitment process

• 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