Our revenue is growing fast, so our customer base.

Customer Success is extremely important at MyTraffic. Making sure customers successfully go live, see the value, and feel comfortable asking for support is critical. By supporting them in their journey, we assure sustainable revenue and are able to create strong relations that will lead to expansion.

As the Head of Customer Success, you will lead our Customer Success organization into the next phase of growth. Reporting directly to the CRO (Chief Revenue Officer), this position has a huge impact on the future of our company.

You will be responsible for an existing International Customer Success team that is forecasted to grow in size quarter after quarter. You will lead the strategic direction and management of the Customer Success engine to fine-tune, optimize, scale, and successfully help the company meet its short and long-term objectives.

Main missions

• Client satisfaction: from onboarding to client renewals. Make sure customers achieve their objectives, are satisfied, and maintain their usage of MyTraffic.

• Develop and scale the team: design the org structure and strategy to hire and continuously develop new and existing customer success team members.

• Build systems and processes: optimize and transform our current systems, processes, and analytics.

• Focus on data: analyze our existing metrics to benchmark our team’s success and use data to guide decisions for future growth and relevant strategy proposals.

• Partner with our Sales (both Acquisition and Account Management) & Product team on planning key initiatives to drive opportunities and movement through our customer portfolio. Identify growth opportunities.

Management

• Ensure the CSM team’s objectives (renewal rate) and support the team so that they have the necessary resources to carry out a qualitative follow-up of their client portfolio.

• Ensure that the team members are monitoring the customer KPIs and supporting them in prioritizing their actions to achieve these objectives.

• Attend client strategy meetings with the team and advise CSMs on the preparation of these key moments.

• Manage meetings with key contacts and decision-makers on the client side and identify opportunities for project expansion with the AM team.

Internal processes

• Continuously learn and master the product in order to drive its evolution and be able to support the teams on related issues.

• Monitor and implement internal processes and identify the tools and documentation required for scalability and team development.

• Ensure regular meetings with the sales, marketing, and product teams to address cross-team issues and implement the necessary action plans.

• Organize and lead the CSM team’s key events: monthly meetings and training.

It may be possible that you don’t fit all the criteria. At Mytraffic, we strongly believe that everything can be learned. So if this job attracts you, please feel free to apply and don’t hesitate to explain your motivations on your application. We’d love to hear from you!

• 7 years+ professional experience
• Experience in managing client portfolios
• Experience in managing a CSM Team
• Appetite for tech solutions and data
• Fluent English
• Ability to adapt and prioritize in a constantly changing environment
• Analytical, methodical and rigorous
• Ability to manage both strategic discussions and operational exchanges