As a Director of Customer Success, you’ll be the primary point of contact for our most important clients. You’ll work closely with cross-functional teams—including sales and product—to ensure client satisfaction, drive adoption, and identify opportunities for expansion. This role requires a blend of strategic thinking, technical acumen, and relationship-building skills.

In the initial phase (12-18 months), this role is highly operational and technical. You will be expected to directly engage with clients on technical matters, act as a senior Customer Success Manager for key accounts, and solve challenges, all while strategically building and scaling the Customer Success team and its function.

Customer Success Strategy

• Define and implement a customer success strategy aimed at maximizing retention and expansion, while personally driving success for a portfolio of key clients.

• Adapt this strategy by segmenting our approach for our Enterprise and SMB clients.

Team Building and Player-coach Management

• Lead, train, and develop the Customer Success team, acting as a mentor and a hands on “player-coach”, especially during the team’s foundational growth phase.

• Set clear individual and team objectives, and monitor the performance of each team member.

• Foster a culture of technical excellence, proactive problem-solving, collaboration, and customer-centricity.

Technical Client Engagement

• Serve as a primary technical point of contact for key customers, understanding their data architectures, troubleshooting complex issues, and demonstrating the value of our platform in their specific environments.

• Directly manage onboarding, adoption, and technical health for strategic accounts.

Performance Management

• Define KPIs for Customer Success activities (e.g: Net Revenue Retention, Churn Rate, CSAT, Technical issue resolution times, etc)

• Implement the necessary tools and processes to track these KPIs and ensure the Customer Success team is on track to meet its objectives.

• Produce regular reports for management.

Customer Support

• Establish and manage a customer support function designed to efficiently address, troubleshoot and resolve client issues and inquiries.

• Define support processes, SLAs, and escalation paths to ensure timely and effective client assistance.

Account Expansion (Upsell)

• Work closely with the Sales team to identify and convert upsell opportunities within existing accounts.

What’s Great About This Opportunity

• Build from the Ground Up: You’ll have the unique chance to define, build, and scale the Customer Success function, including a new support center, in a company poised for significant growth. Your direct impact will be visible and celebrated.

• High-Impact & Autonomy: This is not just a management role; it’s a leadership role with significant autonomy. You will be instrumental in shaping our customer journey, our product feedback loop, and ultimately, our reputation in the market.

• Player-Coach Dynamic: For those who love to strategize but also roll up their sleeves, this role offers the perfect blend. You’ll lead a team while staying deeply connected to the clients and the technical intricacies of our product.

• Growth & Development: As our company scales, so will your role and responsibilities, offering substantial opportunities for personal and professional development in a dynamic international environment.

• Work with Leading International Brand: Gain exposure and build impactful relationships with renowned clients, such as Carrefour, Saint-Gobain, CMA CGM, Penguin Random House, Euronext and other brands across various countries within EMEA.

Experience

• Minimum 5-7 years of successful experience in Customer Success Management in B2B SaaS environments, ideally in the data and tech sectors.

• Proven “roll-up-your-sleeves” experience: you must have a track record of being deeply involved in operational and technical day-to-day client activities, even in leadership positions.

• Demonstrable experience leading teams that operate both in-office and remotely.

Technical acumen

• Strong technical aptitude with the ability to rapidly learn, understand, and articulate complex data concepts, system integrations, and our product’s technical capabilities to both technical and non-technical audiences.

• Comfortable diving into technical discussions related to databases, APIs, cloud environments, and data pipelines.

Strategic and Operational Skills

• Ability to develop and implement effective and scalable customer success strategies.

• Excellence understanding of SaaS metrics and levers for retention and expansion.

• Results-oriented, with strong analytical and problem solving skills.

Personal Qualities

• Equally comfortable defining long-term strategy and executing detailed operational tasks.

• Excellent interpersonal, communication (oral and written), and presentation skills.

• Autonomy, proactivity, and ability to thrive in a dynamic, fast-paced startup environment.

• Willingness and ability to undertake frequent travel to meet clients across EMEA.

Language

• English: Fluent (mandatory for all clients engagement, team leadership, and internal operations within an EMEA context).

• French: Fluency in French is appreciated but not mandatory.