Join a team that’s reinventing the path to retail excellence!

It’s exciting to work in a startup that’s fundamentally disrupting how companies run in-store Sales and Marketing operations. At SimpliField, we empower some of the world’s largest Brands to achieve consistent customer experience across their stores, leveraging our mobile-first solution for Field teams.

We’re looking for bright, ambitious professionals who can come in, learn fast, grow quickly, and drive results.
SimpliField is looking for a Head of Customer Success - EMEA to drive success for our customers in the EMEA region. This role includes responsibilities for all Customer Success activities (onboarding, support, services, adoption, advocacy, retention) and outcomes (e.g., renewals, upsell).

In this role, you will be reporting to the VP of Customer Success (based in our NYC office), and managing a team mainly composed of Customer Success Managers.

Responsibilities include but not limited to:

Drive Customer Success Management

• Increase renewal rates and limit churn
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through opportunity identification, advocacy and reference-ability
• Develop and nurtur C-level relationships across top accounts to strengthen partnerships and commitment, act as escalation point
• Identify opportunities for continuous improvement of internal processes
• Monitor operational metrics
• Define and drive cadence for review within team
• Monitor and improve support

Lead Customer Success Team

• Attract and retain high potential team members
• Drive rapid onboarding process for new team members
• Foster collaboration within team and with other teams
• Encourage continuous learning within team

Manage Successful Onboardings

• Create great onboarding experience for new customers: closely manage project plans and scope, drive product adoption to ensure that customer rapidly achieve product value

Support sales process

• Coach Solution Engineers in appropriately positioning our product and planning complex deployments during the sales process

• Fluent in English and French
• 3+ years experience in leading customer-facing teams
• Enthusiastic and creative manager with the ability to inspire others
• Experience structuring and managing complex project deployments and driving organizations through change
• Experience in retail
• Analytical and process-oriented mindset
• Excellent communication and presentation skills
• Strong empathy for customers AND passion for revenue and growth
• Understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• An experience in SaaS is a plus!