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Head of Customer Success

Job summary
Permanent contract
Salary: €80K to 100K
Occasional remote
Experience: > 4 years
Education: Master's Degree
Skills & expertise
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The position

Job description

About Qobra

Founded in July 2020, Qobra is a SaaS software that modernizes Sales compensation for the entire go-to-market team for B2B companies. We believe salespeople are the real lever for motivation and retention and they play a critical part in driving business strategy.

Qobra allows companies to automate the calculation of commissions to drive better visibility and transparency to increase motivation and performance. 

In 3 years, we have partnered with over 100 customers in 11 countries, such as Doctolib, SeLoger, Ouest-France, Spendesk, Agicap, Pretto, Skello, Partoo, Indy, Welcome to the Jungle, Pennylane, Gymlib, ... and we don't plan to stop there! 

After a successful Series A round of nearly €10M in September 2023 orchestrated by Singular, Breega, and Revenue Syndicate, Qobra plans to accelerate its product and commercial development.

Job description

We are looking for an experienced Leader to build our Customer Success Team. The team is made up of four customer success managers who directly report to the CEO, Antoine. Your role as the Head of Customer Success, would be primarily managing the Customer Success Team, driving our gross and net retention rate and delivering incredible value to our customers. 

🎯 Your goals

The main objective is to take Customer Success to the next level. The Head of Customer Success should take us:

Our current state:

🅰️ We have very happy customers, growing organically, and a team of great full-stack CS, very committed to get successful use of our product by the customers.

What we want our Head of Customer Success to take us to:

🅱️ Fully structured Customer Success organization, able to
1/ increase long-term customers value
2/ improve GRR & NRR 
3/ continue to build the customer success team (increasing headcount, and increasing accounts per CS) and scale our operational processes

💪 Mission & Responsibilities

  1. Hit the company GRR & NRR targets.
  2. Structure the CS team, to successfully manage all target customer accounts.
    1.  onboarding, as is it currently >50% of the CS job,
    2.  support,
    3.  delight (through building a customer community / client club),
    4.  renew,
    5.  upsell.
  3. Create a predictable hiring process and hire a bunch of excellent individual contributors.
  4. Build a predictable training program, to help new hires to ramp-up quickly.
  5. Introduce new valuable CS methods to the team (such as QBR tactics) and set leading KPIs to improve CS efficiency (like using Metabase, Datadog, ...).
  6.  Maintain a gross margin aligned with the board expectation.
  7.  Collaborate with Sales, Marketing, Product and Tech departments. 

🔍 Experience required

  • You have been managing a team of between 5 and 10 direct reports.
  • You would have experience of managing a customer base at a 2-3M€ ARR SaaS company.
  • You successfully sold around 30k€ ACV (average contract value) SaaS products.
  • You already built a team yourself, and are meticulous in the hiring process, training program, coaching & developing CS people.
  • You have already managed several complex projects with multiple stakeholders.
  • You have strong analytical and logical capabilities and have experience using basic technologies (datatables, API, SQL…).
  • When being an individual contributor, you were in the top 20% among your team.

🏁 Hiring Process

  • 30' Screen Call
  • On-site w/ Antoine, CEO 
  • Case study at home & Debrief with Maika & Nicolas on-site
  • Meet the team
    • Gabrielle, Head of Sales & Simon, Head of Marketing
    • Tanguy, cofounder, CTO & Axel, cofounder, CPO
    • Call with our investors
    • Reference calls with also happen, simultaneously

🤩 Qobra, that's also

    An attractive package:

    • Delicious dishes every day thanks to the Swile restaurant card 🍽 
    • A Gymlib sports subscription at an ultra-preferential rate to stay in shape 🏋️‍♀️
    • Benefiz insurance covering part of your medical expenses 🏥
    • 50% coverage of your transportation expenses for worry-free travel 🚆
    • An attractive compensation package including BSPCE stock options 📈

    A dynamic professional environment and career opportunities:

    • A dynamic company atmosphere, surrounded by inspiring individuals ⭐️
    • An ambitious startup since its inception for an exciting adventure 🚀
    • An environment conducive to learning and professional growth 📚
    • Team-building and offsite events in amazing destinations like Malta, Sicily, Megève, and Mykonos ✈️

    An ideal and comfortable workplace:

    • Offices in the heart of the bustling Paris 🇬🇧
    • Cutting-edge technological tools and equipment 💻
    • Fresh fruits, breakfast, and delicious snacks for revitalizing breaks 🍏
    • Office is the preferred workplace, although remote work is sometimes possible, and it's even the norm in summer and at the end of the year 💫

    👉 Qobra thrives on innovation, supporting diversity and inclusion as core principles. We welcome talent from diverse backgrounds, fostering an environment where every voice is valued. Discrimination has no place here – we're committed to equality in all aspects of our operations. Join us in shaping a future where diversity drives success.

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