What you will do:

The Customer Success team at Spendesk helps customers get the most out of Spendesk and fulfill their desired outcome.
Through empathy, understanding and product knowledge, they advise our users on how to best use Spendesk. Their mission is to:

• Ensure that customers solve their initial pain(s) with Spendesk (satisfaction, retention)
• Guide customers towards their own success (define action plans based on use cases)
• Be the voice of the customer in the company (share new features’ ideas & usability issues)
• Ensure that our customers grow with our solution (natural expansion, upsell & cross-sell, detect opportunities & risks)

We’re looking for an experienced Head of Customer Success who is eager to tackle new challenges and can help scale, strengthen and lead the Customer Success team. The Customer Success team is today composed of three poles that you will help structure:

• Customer Care Managers
• Onboarding Managers
• Expansion Managers

You will collaborate with all the team leaders to ensure that customers’ feedback are heard and that we are always putting the customer at the center. If you are a customer (success) lover with a builder mindset, eager to manage a team of 13 people (and soon more!), we’d love to hear from you.

Key responsabilities:

• Manage a team of 15 people : conduct 1-1 meetings, conduct performance review, assess the team performance
• Structure the team as scale
• Plan hiring needs according to business targers & team capacity
• Prepare the new hire’s ramp up & make sure they are on track
• Be responsible for the team communication in the company (weekly review, monthly newsletter, business meetings)
• Work on the team forecasting & roadmap

Background:

• 6 years of professional experience
• 3 years of experience in Customer Experience/Customer Success
• Strong managerial experience
• Previous experience in SaaS B2B is a plus

Skills we’re looking for:

• Ability to structure a vision for the team at medium and long term and design a roadmap
• Capacity to attract new talents and make talents grow throught the company
• Excellent organization & sens of priorization : we evolve in a fast-paced environment
• Analytical
• Empathetic / people person
• Challenging
• Open minded
• Problem solving
• Autonomous
• Calm as the customer success team is managing customer issues
• Charismatic, ability to drive and motivate a team
• Attention to details and an eye for quality
• Comfortable writing in French and English

Outcomes:

• Set up the team’s objectives
• Structure the team & develop the future leaders of the team
• Enable the team to reach targets
• Overall performance of the team
• Happiness of the team
• Meet the hiring plan

Why should you apply? 🙌

• Salary based on experience
• Learning environment, entrepreneur and team spirit
• Cool offices in the Sillicon Sentier (75010, Paris) 🏡
• A team of hackers and hustlers dedicated to grow Spendesk in Europe 👫 👯 👬
• Gifts powered by our internal virtual currency 🎁
• Lunchr cards 🍽
• Thursday’s beers 🍻 with the team 🤘