We are looking for our VP Client Success for growing satisfaction for our existing portfolio of international and strategic clients through best in class delivery of their projects.

You are responsible for delivery and for client success and operations.

You translate the Critizr’s vision into actionable processes and goals for your team members. You are closely monitoring your team KPIs to continuously improve the customer satisfaction, the retention rate and the forecasting accuracy.

You are customer obsessed and constantly focusing on operational excellence to deliver an outstanding experience to our customers and to always improve our processes, our delivery and our service.

RESPONSIBILITIES

In this role, you will:

• Lead, develop and mentor the Client Success team : You’ll manage the strategy for hiring, training, and developing a world-class international team in line with our ambitious growth strategy; a team made of seasoned Customer Success and Local Success managers, Engagement Managers, Client Support experts and Operations.

• Measure effectiveness of Client Success : You’ll define operational metrics for the team, manage performance through a data-driven mindset, and present your data to the company

• Manage and nurture our existing client base : You’ll be the owner of our client relationships with responsibility for their success, retention and growth

• Manage and improve the end-to-end customer lifecycle : You’ll lead the onboarding and launch of new customers while serving as the primary executive point of contact

• Be the voice of the customer in the company’s strategic reflection : You’ll work closely with clients to identify needs and consult on best practices for solutions and setup

• Collaborate with the product team: You’ll provide valuable feedback to the product team to help them to deploy new features and gather customer feedback to improve the product roadmap

• Be the voice of the customer : You’ll give insights and consult on the company’s strategic reflection by providing a customer perspective for the company strategic plan, product roadmap and go-to-market plan

DESIRED EDUCATION & EXPERIENCE

• Successful track record and demonstrated transformational leadership in Operations, Customer Care or Customer Success environments

• 5 year experience in the software industry

• Experience in retail or consulting is a plus

OTHER REQUIREMENTS

• Ability to set up plans, execute, measure and to design and improve processes

• Strong managerial skills and leadership to grow and develop a large international organization.

• Multi-tasking, hands-on, open to change mindset and adaptability. Understanding of the culture of a fast-paced, commercially oriented technology company.

• Ability to create and maintain efficient and positive relationships with our clients as a condition to generate new bookings and ARR growth.

• Showing passion about retail and keen to meet our clients and understand their issues on the ground. Deep interest in our ability to have a social impact in the world of retail.

• A pragmatic profile, who knows how to build a simple and concrete strategy that has an impact quickly. Action driven.

• Collaborative team player combined with ability to work independently.

• Fluent written and verbal English and French language skills required that include the ability to draft and negotiate contracts. You have at least a C1-level in French and English

REPORTING LINE

Reports to the CEO

WHAT CRITIZR OFFERS YOU

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

• A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

• Fun and challenging working environment with significant opportunities for career growth and development (Did you know we’re ranked in top 100 of EU tech start-ups?)

• An international environment

• Attractive salary package including excellent pension, health insurance and life insurance

• Open and inclusive working environment including flexible hours and parent-friendly options