Customer Success Lead
il y a 11 heures
Are you driven by leading and mentoring a team, while also fostering partnerships and unlocking new commercial avenues?
As Customer Success Lead, you own the success, retention, and expansion of our most strategic French accounts, while leading and developing a team of Customer Success Managers.
You combine hands-on account ownership, team leadership, and market strategy to ensure customers not only adopt Wooclap, but generate long-term value from it.
YOUR RESPONSIBILITIES
Drive Customer Success & Retention
Own a portfolio of high-value strategic accounts (Education & Enterprise)
Maximize adoption and usage through pedagogical expertise and data-driven action plans
Monitor performance metrics and proactively reduce churn
Grow Account Value
Drive upsell, cross-sell, and renewals across the French market
Lead strategic renewal discussions and identify new commercial opportunities
Strengthen relationships through client visits, events, and ambassador initiatives
Lead & Develop the CS Team
Coach, mentor, and challenge Customer Success Managers to hit ambitious targets
Ensure the team delivers strong retention and expansion results
Partner with CX leadership and HR on hiring, onboarding, and team development
Market Leadership & Insights
Own market KPIs (NRR, upsell, cross-sell, churn) and reporting
Act as the voice of the French market internally and externally
Feed customer insights into Product, Sales, and Marketing to shape roadmap and positioning
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