Your Mission
You will be responsible for the satisfaction, retention, and expansion of our customer base, with ownership over both strategic and operational aspects of Customer Success.

Your Responsibilities
Define and Lead the Customer Success Strategy

• Design and implement the CS roadmap aligned with Witco’s business goals.
• Monitor key KPIs (NPS, churn, upsell, activation) and drive continuous improvement.
• Contribute to our long-term vision on customer experience and account management.

Manage and Grow the CS Team

• Lead a team of ~10 people, including Customer Success Managers and Support Engineers.
• Foster a culture of customer centricity, ownership, and operational excellence.
• Empower the team with the right tools, processes, and coaching to succeed.

Build Strong Client Relationships

• Act as senior point of contact for strategic accounts (including executive-level clients).
• Drive customer health, renewals, and satisfaction across your portfolio.
• Act proactively in case of sensitive situations or escalations.

Enable Growth Through Upsell & Expansion

• Identify cross-sell and upsell opportunities based on usage and customer needs.
• Collaborate with Sales, Marketing, and Product teams on strategic initiatives.

Drive Continuous Improvement

• Work closely with Product and Support to anticipate and address client needs.
• Optimize internal processes, documentation, and tools to elevate the customer journey.

Your Profile

• 6 to 7 years of experience in Customer Success or Consulting (SaaS / Tech preferred).
• Proven experience in team management within a high-growth or fast-paced environment.
• Comfortable engaging with executive stakeholders (C-levels, CIOs, Heads of HR).
• Strong client orientation, business acumen and ability to confidently engage with clients, including handling challenging conversations when needed.
• Hands-on, structured, analytical, and capable of managing multiple priorities at once.
• Proven ability to improve customer KPIs (churn, upsell, NPS).
• Fluent in French and excellent command of English (written and spoken).

Why Join Us

• High-impact position in a fast-growing French tech scale-up
• Opportunity to actively contribute to rebuilding the team and laying the foundations for a new cycle, with a strong impact on shaping the strategy, culture, and team of tomorrow
• Empowered, collaborative, international team based in central Paris
• 1 to 2 days of remote work per week
• Health insurance, meal vouchers, learning budget, team events and more

Recruitment Process

1. HR Interview with Leonardo (30 min)
2. Technical Interview with Charlotte (Chief Customer & Ops Officer)
3. Case Study & Case Study Presentation with Charlotte & Mickaël
4. Team fit interview with team members and cross-functional peers
5. Reference Call
6. Final Offer