We are now looking for an ambitious and hands-on Head of Customer Success to work as part of a driven and creative team of Geo-Data Scientists and Product Designers, to deploy software against some of the most significant challenges, cities and transport operators are facing. As a Head of Customer Success, your role will be key in empowering our customers to use our products to their best advantage, ensuring it helps their teams address their defined use cases: you will take part in the product strategy, contribute to the building and improvement of features, leading to the creation of a great user experience.

🎯 Your missions :

• Manage and challenge a dynamic Customer Success team and support them so that they have the necessary resources to carry out a qualitative follow-up of their client portfolio.
• Ensure that the Customer Success team members are monitoring the customer KPIs and support them in prioritizing their actions to achieve these objectives. Design the org structure and strategy to hire and continuously develop new and existing customer success team members.
• Run experiments & drive Customer Success where it can have the most impact.
• 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.
• Build the best customer lifecycle and touch points for our customer segmentation.
• Adopt a consultative approach and become an expert of thoughtful work practices to inspire our customers.
• Build systems and processes, optimize and transform our current systems, processes, and analytics.
• Manage meetings with key contacts and decision makers on the client side and identify opportunities for project expansion.
• Constantly learn about what could help us bring more value to our users and synthesise these learnings for the rest of the team.
• Monitor and implement internal processes and identify the tools and documentation required for scalability and team development.
• Ensure regular meetings with the sales, marketing, product and tech teams to address cross-team issues and implement the necessary action plans.

🎁 What we offer:

• Competitive salary and generous equity incentives
• Exciting benefits from health insurance, to travel and meal tickets
• Be part of a challenging adventure, with a passionate and multicultural team, with high technical and scientific backgrounds, from Google, Alliance Renault-Nissan, Dassault Systemes
• Immerse yourself in a collaborative, entrepreneurial, international, fun and agile working culture
• Possibility to work from anywhere, in full remote or at our comfortable Paris/London offices with gym as well as various team activities and events

About you:

We are looking for someone with:

• Master’s degree or equivalent from a leading university, business school or engineering school
• Fluency in English
• Fluency in one additional European language would be appreciated
• Excitement about software solutions to deliver better transportation in cities
• Ability to synthesize disconnected streams of thought into a cohesive understanding of what the most important problem is, what the data means, what the product needs, what users are motivated by, and where the impact could be
• Strong analytical reasoning and curiosity, a sharp intuition for product, and a strong degree of user empathy to ultimately empower our clients to make better decisions
• Maker spirit and grit: we are looking for someone passionate, entrepreneurial and go-getter, with a strong work ethic as well as a genuine interest in the company’s mission

1. screening interview (~30min)
2. fully remote exercise or case study to evaluate your hard skills
3. debriefing your exercise and projecting yourself in the company (~60min)
4. cultural fit interview with a C-level (~30min)
5. meeting with the team (~2h)
6. reference checks