Role

Are you driven by leading and mentoring a team, while also fostering partnerships and unlocking new commercial avenues?

Well, if you’re passionate about empowering teams, deepening client usage, and expanding business opportunities, this role is tailored for you!

As a Customer Success Manager Lead, you’ll be at the forefront of our French market, overseeing and guiding a team of Customer Success Managers.

Your mission will go beyond providing individual support to encompass strategic leadership and team development. You will also play a crucial role in ensuring our clients not only adopt but thrive with Wooclap in the dynamic landscape of the French market.

Responsibilities

On the field 🧑‍🌾

→ Ensure Customer Success & Retention

• Take ownership of our most strategic and high-value accounts, ensuring their successful adoption and use of our platform across all segments, including education and enterprise.

• Increase tool adoption rates by bringing pedagogical expertise to help clients reach their learning and engagement goals.

• Analyze usage data and performance metrics and devise proactive action plans to strengthen client success.

→ Expand Client Value & Generate New Opportunities

• Develop and execute a growth strategy that maximizes client value through upsell and cross-sell opportunities.

• Lead and anticipate strategic contract renewals: participate in strategic renewal discussions with CSMs, ensuring clients are retained and offered the most appropriate solutions.

• Participate in events and client visits to build strong relationships, better understand their challenges, and uncover new growth opportunities.

• Enable the creation of marketing content at scale with Wooclap ambassadors and user professors (interviews, webinars, content…).

With the team 🏀

→ Lead, Mentor & Develop the Customer Success Team

• Coach, challenge, and empower your team to continuously improve their skills, maximize performance, and reach ambitious targets.

• Ensure your team maintains a low churn rate and is capable of signing (upsell) and generate new opportunities (cross-sell, referrals,…) through their close relationships with clients.

• Coordinate with Head of CX and HR for recruitment and team development initiatives and growth.

Strategy, Market Insights & Business Intelligence 💡

• Own market performance KPis and reporting: track and analyze KPIs (Net Revenue Retention (NRR), contraction, upsell, cross-sell and lead generation), market trends, and competitive insights.

• Act as the market voice internally and externally: represent Wooclap in events, share insights, and position us as a trusted partner in the French market.

• Capture key client needs and feedback to influence the product roadmap and help shape a best-in-class platform.

• Engage closely with other team leaders and teams (Sales, Marketing…) to ensure alignment and continuously optimize processes.

Profile requirements

• Minimum of 5 years of experience in an Account Manager/Customer Success leadership role in SaaS.

• Entrepreneurial mindset with curiosity and enthusiasm for navigating a dynamic and evolving environment.

• Native level in French and fluent in English

• Eager to be part of an international team, committed to continuous learning and contributing to a meaningful project.

Skills requirements

1. Communication: Exceptional verbal and written communication skills to articulate ideas clearly and build rapport with team and customers.

2. Relationship Building: Exceptional skills in fostering trust, loyalty, and long-term partnerships with customers.

3. Negotiation: Proficiency in negotiation techniques to handle contract renewals, upsells, and resolve customer disputes.

4. CRM Software Proficiency: Ability to effectively use CRM tools to manage customer interactions and track success metrics.

5. Leadership: Strong leadership abilities to inspire, mentor, and guide a team of Customer Success Managers.

6. Team Collaboration: Effective collaboration with cross-functional teams, including sales, marketing, and product development.

7. Adaptability: Flexibility to thrive in a fast-paced, constantly evolving environment, adapting strategies as needed to meet customer and business needs.

📦 Package

• 🇧🇪 - Brussels

  • 💶 Competitive compensation based on experience

  • 🍃 Mobility Budget

  • ⏳ Full-time contract

  • 📍Location : Brussels, in the vibrant co-working space of ICAB, Rue des Pères Blancs 4, 1040 Bruxelles, Belgium

  • 🥪 Meals: 8€ Meal Vouchers (Pluxee)

  • 100€ Eco Vouchers (Pluxee)

  • 🩺 Health: Health insurance 100% paid by Wooclap (Alan) and free access to Alan Mind (Mental Health service)

  • 💻 Work equipment: Loan of a Macbook and Phone to work in the best conditions.

  • 📱 Reimbursement of the cost of the mobile subscription up to 50 euros per month

  • 🏄‍♀️ Extra holidays

  • 🌍  Flexible working policy

• 🇫🇷 - Paris

  • 💶 Competitive compensation based on experience

  • ⏳ Full-time contract

  • 📍Location : Paris, in the vibrant co-working space of Schoolab, rue de Milan, in the 9th arrondissement.

  • 🥪 Meals: 11€ of meals per day worked with the Swile card paid for 100% by Wooclap

  • 🩺 Health: Health insurance 100% paid by Wooclap (Alan) and free access to Alan Mind (Mental Health service)

  • 💻 Work equipment: Loan of a Macbook and Phone to work in the best conditions.

  • 🚌 Transportation: Reimbursement of up to 60€ of the Navigo pass (71% of the pass).

  • 📱 Reimbursement of the cost of the mobile subscription up to 50 euros per month

  • 🏄‍♀️ Paid-Time off: RTT

  • 🌍  Flexible working policy

• ☎️ 30’ Screening interview with Recruitment Team

• 📈 90’ Business Case with Adeline, Head of Customer Experience and a member of the CX team

• 🤝 30’ Panel interview with your future colleagues

• 🎬 30’ Closing interview with Baudouin, our CEO