Head of Customer Success

Paris, Île-de-France, France

Description

PLEASE, READ THE REQUIREMENTS BEFORE APPLYING :-)

IF YOU HAVE NO EXPERIENCE IN CUSTOMER SUCCESS FOR A SAAS BUSINESS, DON'T APPLY. THANK YOU!

The context

Agorapulse is a self-service social media management tool. The two founders are French and the headquarters is based in Paris. Out of the 55 team members, 22 are based in Paris. All other team members work remotely all across the world. The second biggest country is the US where we have 14 team members.

Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “pro-active” approach with our high-value customers ($199/month and above).

We’ve started to assemble a small customer success team made of team members who have had significant customer support experience. We’ve also started to work on the framework and processes for that new function in the company.

We’re now looking for someone to lead our customer success efforts.

We want that person to be in Paris because, despite most our clients being outside of France, the product team and our head of customer support is in Paris. Being close to them makes a big difference.

Location

The position is based in Paris.


Languages

The head of customer success must have impeccable mastering of the French and English languages. Another European language is a plus.


Management

The head of customer success will manage a team. As of today, the team is made of 2 full-time team members and 2 part-time team members (they also do sales/support in their region). In the next 12 months, the number of full-time team members will grow to at least 4 full-time team members.


Positioning within the company’s organization

The head of customer success will initially report directly to the CEO. That may change in the future as we have a hard limit at 6 direct reports and have to adapt as we grow.

She/he will closely collaborate with key stakeholders across the company including:


Training

In order to thrive in customer success, the head of customer success will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but training will be the priority in the beginning.


Big goal

The ultimate goal of the head of customer success is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users’ needs.

Success will be measured by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a better product.


The day-to-day job

Ensuring the growth of our European markets will require alignment between the following functions:

Requirements

IDEAL CANDIDATE

Benefits

Health coverage (mutulle complémentaire), ticket restaurant, central location (Chatelet les Halles / Rivoli), part time remote work possible after the training period.


Salary: 60.000 to 75.000€ bruts depending on the level of experience in the field.

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