Customer Success Lead

il y a 2 jours

Paris, Île-de-France Wooclap Temps plein

Role

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.

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