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Spendesk

Spendesk

Head of Customer Success / Director of Customer Success

  • Permanent contract 
  • Paris
  • > 5 years

The company

Spendesk

Spendesk

  • FinTech / InsurTech, SaaS / Cloud Services
  • From 50 to 250 employees

The job

Head of Customer Success / Director of Customer Success

  • Permanent contract 
  • Paris

This position was filled!

About

We’re Spendesk, a FinTech SaaS Platform on a mission to help companies spend smarter. We’re based in Paris and Berlin but serve great teams all across Europe. We believe there’s a better way to manage team spend, and we’re building the platform to do just that. With Spendesk, employees can pay for what they need without creating more work for the finance team.

Spendesk was founded in June 2016 with eFounders, a startup studio in Paris. Drivy, Konbini, Dataiku, and Deezer were among our first customers, and now we’re proud to say we serve 1,400+ fast-growing companies.

We’ve raised three rounds of funding: €2 million, €8 million and €35 million in september 2019 which came from Index ventures.

As a team, we’re driven by our values and our focus on big growth. We’re an ambitious, international group with 15 nationalities represented today. At the heart, we believe people do their best work when they’re giving freedom to create and grow. Thinking big, bringing a positive attitude, and taking full ownership are three characteristics that thread our team together.

Our tribe is growing fast. Come join us on this journey.

When we’re not coding, writing, demoing, and helping answer questions, you’ll find us eating sushi, playing Nerf war, traveling abroad, and having a drink after a good day at work.

Our team values

  • Choose positivity
  • We’re all owners
  • Go for it boldly and without fear of failure.
  • Be kind, humble & trustworthy.
  • Proactively seek out ways to grow.
  • Always run the extra mile

Job description

What you will do:

The Customer Success team at Spendesk helps customers get the most out of Spendesk and fulfill their desired outcome.
Through empathy, understanding and product knowledge, they advise our users on how to best use Spendesk. Their mission is to:

  • Ensure that customers solve their initial pain(s) with Spendesk (satisfaction, retention)
  • Guide customers towards their own success (define action plans based on use cases)
  • Be the voice of the customer in the company (share new features’ ideas & usability issues)
  • Ensure that our customers grow with our solution (natural expansion, upsell & cross-sell, detect opportunities & risks)

We’re looking for an experienced Head of Customer Success who is eager to tackle new challenges and can help scale, strengthen and lead the Customer Success team. The Customer Success team is today composed of three poles that you will help structure:

  • Customer Care Managers
  • Onboarding Managers
  • Expansion Managers

You will collaborate with all the team leaders to ensure that customers’ feedback are heard and that we are always putting the customer at the center. If you are a customer (success) lover with a builder mindset, eager to manage a team of 13 people (and soon more!), we’d love to hear from you.

Key responsabilities:

  • Manage a team of 15 people : conduct 1-1 meetings, conduct performance review, assess the team performance
  • Structure the team as scale
  • Plan hiring needs according to business targers & team capacity
  • Prepare the new hire’s ramp up & make sure they are on track
  • Be responsible for the team communication in the company (weekly review, monthly newsletter, business meetings)
  • Work on the team forecasting & roadmap

Preferred experience

Background:

  • 6 years of professional experience
  • 3 years of experience in Customer Experience/Customer Success
  • Strong managerial experience
  • Previous experience in SaaS B2B is a plus

Skills we’re looking for:

  • Ability to structure a vision for the team at medium and long term and design a roadmap
  • Capacity to attract new talents and make talents grow throught the company
  • Excellent organization & sens of priorization : we evolve in a fast-paced environment
  • Analytical
  • Empathetic / people person
  • Challenging
  • Open minded
  • Problem solving
  • Autonomous
  • Calm as the customer success team is managing customer issues
  • Charismatic, ability to drive and motivate a team
  • Attention to details and an eye for quality
  • Comfortable writing in French and English

Outcomes:

  • Set up the team’s objectives
  • Structure the team & develop the future leaders of the team
  • Enable the team to reach targets
  • Overall performance of the team
  • Happiness of the team
  • Meet the hiring plan

Why should you apply? 🙌

  • Salary based on experience
  • Learning environment, entrepreneur and team spirit
  • Cool offices in the Sillicon Sentier (75010, Paris) 🏡
  • A team of hackers and hustlers dedicated to grow Spendesk in Europe 👫 👯 👬
  • Gifts powered by our internal virtual currency 🎁
  • Lunchr cards 🍽
  • Thursday’s beers 🍻 with the team 🤘

Meet the Spendesk team

Spendesk

Spendesk

Head of Customer Success / Director of Customer Success

  • Permanent contract 
  • Paris
  • > 5 years
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