Mission

Own the Customer Success strategy and execution for our saas product.

The Customer Success manages the artists using the saas product : 8,000 artists from 80+ countries, 6 people under management operating in 5 languages (EN, FR, DE, ES, IT)

Core responsibilities

• Design and drive a top-class customer support for artists.

• Define, monitor and improve key retention metrics.

• Make productivity gains by deploying AI.

• Collaborate with other departments (product, sales etc) to optimize Custoimer Success metrics.

• Manage and upskill a team composed of 6 juniors.

• Work directly with SaaS director on strategic planning

Preferred experience

• 2+ years leading a Customer Success department (in a SaaS is a plus).

• Proven record of designing and scaling Customer Success processes + management.

• Passion for customer success: genuine care for clients.

• Great execution skills: hardworker and hands-on.

• Data-driven mindset with experience tracking KPIs and optimizing performance.

• Leadership skills: able to coach a small team while being hands-on.

• AI adopter.

• Fluent English. Any other language is a plus.