As a Director of Customer Success, you will be responsible for driving positive outcomes for our customers, influencing lifetime value through product adoption and satisfaction, and contributing to business growth through advocacy. You will work cross-functionally to enhance processes, identify areas for improvement, and build world-class Customer Success & Support teams.

Therefore, your missions will be as follows:

• Be an expert on our product and maintain up to date knowledge of supply chain & transport industries, market trends, technologies & competition landscape.

• Develop and execute strategies to ensure positive outcomes for customers throughout their lifecycle & boost upsell/ cross sell conversion rate.

• Increase product adoption rates & overall customer satisfaction (CSAT/ NPS).

• Contribute to higher lifetime value & 0 churn target through effective customer engagement and support.

• Collaborate with pre sales, sales and marketing teams to leverage customer success stories.

• Gather & deep-dive into CSM & Support product feedback to help defining the next top priorities in terms of product roadmap/ contribute to our product vision.

• Work closely with other leaders within the organisation to drive process improvements & scalability.

• Establish and monitor KPIs to measure the effectiveness of CSM & Support initiatives.

• Recruit, coach, and mentor CSM and Support team members.

• 8+ years of experience acquired in Saas B2B enterprise solutions.

• Experience at a fast-growing startup is a plus, Supply chain experience preferred.

• Ability to manage influence through persuasion, negotiation, and consensus building.

• Strong empathy for customers & driving world-class talent.

• Deep understanding of value drivers in recurring revenue business models.

• Enthusiastic and creative leader with the ability to inspire others.

• Excellent communication and presentation skills.

• Journeys to customers, also abroad, are not a problem for you.

• Fluent French and English is a must have, other language (German) is a plus.

• First call with Emma, our Talent Acquisition Manager.

• Case study with William, our COO.

• Fit interview with Julien, our CEO.

• Reference check and coffee or lunch to meet the team.