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

As Customer Success Lead, you own the success, retention, and expansion of our most strategic French accounts, while leading and developing a team of Customer Success Managers.

You combine hands-on account ownership, team leadership, and market strategy to ensure customers not only adopt Wooclap, but generate long-term value from it.

YOUR RESPONSIBILITIES

Drive Customer Success & Retention

• Own a portfolio of high-value strategic accounts (Education & Enterprise)

• Maximize adoption and usage through pedagogical expertise and data-driven action plans

• Monitor performance metrics and proactively reduce churn

Grow Account Value

• Drive upsell, cross-sell, and renewals across the French market

• Lead strategic renewal discussions and identify new commercial opportunities

• Strengthen relationships through client visits, events, and ambassador initiatives

Lead & Develop the CS Team

• Coach, mentor, and challenge Customer Success Managers to hit ambitious targets

• Ensure the team delivers strong retention and expansion results

• Partner with CX leadership and HR on hiring, onboarding, and team development

Market Leadership & Insights

• Own market KPIs (NRR, upsell, cross-sell, churn) and reporting

• Act as the voice of the French market internally and externally

• Feed customer insights into Product, Sales, and Marketing to shape roadmap and positioning

• 5+ years in Customer Success / Account Management leadership within SaaS

• Strong business mindset with a proven ability to drive retention and expansion

• Natural leader who enjoys developing people and building high-performing teams

• Comfortable in fast-moving, evolving environments

• Native French, fluent in English

Core Skills

• Negotiation (renewals, upsell, conflict resolution)

• Team leadership and coaching

• Data & KPI-driven decision-making (NRR, churn, expansion)

• Cross-functional collaboration (Sales, Product, Marketing)

• Clear, impactful communication

Practical Details

• Weekly presence in Paris or Brussels (min. 3 days/week)

• ☎️ 30’ Screening interview with Recruitment Team

• ☎️ 10’ Phone call with Adeline, Head of Customer Experience

• 📈 60’ 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