Job description

Today's CS team is composed of 4 customer success directly reporting to the CEO, Antoine. 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

1. Hit the company GRR & NRR targets.
2. Structure the CS team, to handle, in all target customer segments.
   1.  onboarding, as is it currently >50% of the CS job,
   2.  support,
   3.  delight (through building a customer community / client club),
   4.  renew,
   5.  upsell.
3. Create a predictable hiring process and hire a bunch of excellent individual contributors.
4. Build a predictable training program, for the quick ramp-up of new joiners.
5. Introduce new valuable CS methods to the team (such as QBR tactics) and set leading KPIs to improve CS efficiency (like using Metabase, Datadog, ...).
6.  Maintain a gross margin aligned with the board expectation.
7.  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

• 30' Screen Call
• On-site w/ Antoine, CEO 
• Case study at home & Debrief with Maika & Nicolas on-site
• Meet the team
  • Gabrielle, Head of Sales & Simon, Head of Growth
  • Gabrielle, Head of Sales & Simon, Head of Marketing
  • Tanguy, cofounder, CTO & Axel, cofounder, CPO
  • Call with our investors
  • Reference calls with also happen, simultaneously

🤩 Qobra, that's also

An attractive package:


• Delicious dishes every day thanks to the Swile restaurant card 🍽 
• A Gymlib sports subscription at an ultra-preferential rate to stay in shape 🏋️‍♀️
• Benefiz insurance covering part of your medical expenses 🏥
• 50% coverage of your transportation expenses for worry-free travel 🚆
• An attractive compensation package including BSPCE stock options 📈

A dynamic professional environment and career opportunities:

• A dynamic company atmosphere, surrounded by inspiring individuals ⭐️
• An ambitious startup since its inception for an exciting adventure 🚀
• An environment conducive to learning and professional growth 📚
• Team-building and offsite events in amazing destinations like Malta, Sicily, Megève, and Mykonos ✈️

An ideal and comfortable workplace:

• Offices in the heart of the bustling Paris 🇬🇧
• Cutting-edge technological tools and equipment 💻
• Fresh fruits, breakfast, and delicious snacks for revitalizing breaks 🍏
• Office is the preferred workplace, although remote work is sometimes possible, and it's even the norm in summer and at the end of the year 💫

👉 Qobra thrives on innovation, supporting diversity and inclusion as core principles. We welcome talent from diverse backgrounds, fostering an environment where every voice is valued. Discrimination has no place here – we're committed to equality in all aspects of our operations. Join us in shaping a future where diversity drives success.

• 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.

• 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 🇲🇹) ! ⛱