As Head of Customer Success at Startup Flow you will oversee the development, implementation and international scale of customer success strategies and handle the growth of our existing customer success team. Your affinity and in-depth knowledge of the field will enable Startup Flow to build resourceful relationships with their customers all while reinforcing the team dynamics and expertise. You will manage the existing customer base as well as set stage to creative actions to animate and retain the client community. Your cheerfulness and charismatic personality inspire the team and the clients.

Main roles and responsibilities

• Design and piloting of our customer success strategy to scale internationally
• Recruitment, onboarding and management of customer success team members
• Coaching of customer success team members on complex client situations, portfolio management and business prioritisation
• Continuous optimization of customer management systems and structures
• Implementation of processes, tools and functionalities that enhance the customer’s experience to drive retention and loyalty
• Develop action plan to reduce churn rates, and increase upsells
• Transforming business information into value-adding features/tools/services/processes for customers
• Management of day-to-day operations: KPI’s, performance and customer satisfaction
• Close collaboration with all other departments and voice of the customers within the executive committee

What we offer

• Ownership & responsibility from day one
• Close relationship and regular work sessions & feedback sessions with our founders and top management
• An agile, ambitious, and very helpful team
• Regular team events
• Great work ethics and a top working environment in the heart of Paris

Preferred experience and skills

• Excellent written and verbal communication skills in English and French (German, Italian, Spanish is a bonus)
• Minimum 5 years of managerial experience in the field of customer success in a B2B SaaS high-growth startup, a Enterprise B2B SaaS company, or similar environment
• Familiar with scaling a Customer Success team internationally
• Passion for the tech industry and the world of B2B SaaS, Enterprise software and Innovation
• Hands-on attitude with a true entrepreneurial problem-solver mindset
• Great team player skills: you trust in the team and bring out the best in them
• Great leadership, planning and communication skills
• Enthusiastic, ambitious and humble :)