To complete and lead our existing team of Customer Success Managers (CSM), we are looking for one Head of Customer Success.

You will be responsible for 

• Contribute to Spinergie’s growth by ensuring high renewal rate and customer satisfaction

• Define and implement customer processes (onboard, grow, reactivate) and the relevant metrics 

• Develop and manage an international team of Customer Successes in different locations (Americas, Europe and Asia)

• Be the voice of our customers within Spinergie

We have two products: 

• Market Intelligence: a big data solution to provide intelligence on offshore industry and support our customers in their prospecting and business decisions

• Smart Fleet Management: a tailor-made app for vessel managers & charterers to digitize onboard processes and optimize performance measurement.  

Both products are used by offshore energy and maritime companies (charterers and vessel managers), and Market Intelligence is also used by service companies working alongside the industry value chain.

Within Spinergie, the CSM hold a key role as they are the unique point of contact for our customers and internal reference contact for the accounts they manage. Providing continuous support (demos, customer service) they make sure our customers make the most out of our products. The cross-sells and up-sells are handled by the sales team.

You will report directly to the Chief Executive Officer.  

Your mission includes:

• Ensure a high renewal rate (churn<4%) and customer satisfaction

  • Ease the onboarding process for new users to ensure quick adoption

  • Ensure customers receive the best training and support from the CSM (e.g., questions and requests)

  • Ensure customers’ risks and challenges are quickly addressed 

  • Implement actions to improve customer adoption (client visits, demos, studies)

  • Ensure the CSM team knows their customers well and builds long-lasting relationships with them, understanding their business needs, challenges, and goals. 

  • Ensure a proper communication channel between Spinergie and customers

  • Define metrics to regularly monitor client satisfaction (e.g., NPS, usage, nb of request, nb of demo, satisfaction questions, case studies…) 

  • Proactively identify and address customer risks, challenges, and opportunities.

• Develop and implement CSM processes, workflows, and best practices

  • Define and formalize in Notion the CSM processes, workflow and best practices

  • Ensure that they are well understood and followed by the CSM team

  • Define and implement the tools needed for the CSM to be efficient 

  • Determine, measure, and report on CSM metrics and outcome (answer time, client feedback, renewal rate …)

• Develop and manage a team of Customer Success Managers (CSM)

  • Provide efficient support to your CSM team to best manage their client interactions

  • Ensure that CSMs receive proper training to build their knowledge and skills

  • Recruit new CSM as the business grows 

  • Set regional goals, objectives, and performance metrics with the regional GM

  • Manage CSM bonus in alignment with business goals (churn, NRR)

  • Create a collaborative and stimulating work environment that fosters the sharing of knowledge and best practices across offices

• Be the voice of customers within Spinergie 

  • Ensure the CSMs are the customer advocate within the Spinergie, representing customer feedback, insights

  • Ensure CSMs collaborate effectively with Sales team to facilitate the onboarding of new customers & the onboarding of Smart Fleet Management projects that have been rolled-out by Project Managers 

  • Ensure CSMs proactively reach out to Sales team to give them upsell & cross-sell opportunities

  • Provide clients feedback to the Marketing and Product teams and enable them to test ideas with customers

• Minimum 5 years of experience working as a Customer Success Manager in SaaS, leading a CSM team (with proven performance and specific revenue goal achievement), ideally in a SAAS growing business.

• Demonstrated ability to communicate, present and influence with excellent verbal & written communication skills in English

• Advanced business experience and proven ability to draft and implement strategies, guidelines, and objectives, and implement them while driving business growth.

• Strong analytical and goal-oriented mindset 

• Experience in delivering customer-focused solutions based on customer needs.

• Proven ability to manage multiple projects while paying strict attention to detail.

• Natural relationship builder with integrity, reliability, and maturity

• Experience in the Maritime industry is a strong plus.