Head of Customer Success

• Customer Success Operations & Portfolio Health: Own the operational effectiveness of the Customer Success function, implementing and refining processes and tools that enable consistent, scalable delivery
• Ensure strong CRM discipline and data accuracy across the team to support reporting, visibility, and data-driven decision-making
• Actively manage the value, health, and risk profile of the team’s client portfolio, identifying revenue risks, resolving challenges, and proactively preventing client churn
• Identify operational gaps and continuously improve ways of working to increase efficiency, clarity, and impact
• Strategy, Optimisation & Scale: Lead the evolution of the Customer Success model, building a high-performing, scalable function that delivers strong customer outcomes efficiently across a large portfolio of accounts
• Develop and enhance existing frameworks, processes, and service models to ensure the team can grow sustainably while maintaining quality and impact
• Identify opportunities to automate, simplify, and optimise the customer journey through playbooks, segmentation, digital engagement, and smart use of technology
• Create clear success motions for onboarding, adoption, retention, expansion, and risk management tailored to the Adopters segment
• Use data, insight, and experimentation to continuously improve team productivity, customer engagement, and commercial performance
• Scale and develop the team structure over time, ensuring the right people, capabilities, and operating model are in place to support business growth
• Partner cross-functionally with Product, Sales, Marketing, and Operations to shape initiatives that improve customer value and unlock future revenue opportunities
• Team Leadership & Performance Management: Lead, coach, and develop a team of Customer Success Managers, providing clear direction, support, and accountability
• Conduct regular one-to-ones and performance reviews, ensuring individual objectives and KPIs are clearly defined, tracked, and achieved
• Create a high-performance, collaborative environment where expectations are clear, and delivery standards are consistently met
• Ensure the team is meeting agreed KPIs across retention, portfolio health, client engagement, and service quality
• Client Relationship Oversight & Escalation: Oversee the team’s management of client relationships, ensuring strong stakeholder engagement and proactive account management
• Encourage meaningful client interaction, including regular strategic touchpoints and face-to-face meetings where appropriate
• Act as an escalation point for complex or high-risk client issues, driving timely resolution and protecting long-term revenue
• Support the team in delivering tailored solutions that align with client goals while reinforcing value and outcomes
• Retention, Revenue Protection & Growth Identification: Drive a strong retention mindset across the team, with clear ownership of churn prevention and revenue protection
• Ensure early identification of revenue risks, paused activity, and at-risk accounts, implementing mitigation plans where required
• Support the team in identifying potential growth opportunities within existing accounts and ensuring these are raised internally
• Financial & Commercial Collaboration: Work closely with the Finance team to support the resolution of aged debt and late payments
• Ensure the Customer Success team understands their role in billing accuracy, commercial awareness, and cash collection support
• Maintain visibility over commercial risk within the portfolio and escalate where appropriate
• Performance Tracking & Client Engagement: Track and review KPIs across retention, portfolio value, revenue risk, client health, team performance, and client engagement
• Use data and client insight to drive action and prioritise meaningful customer interaction, including face-to-face engagement
• Provide structured updates to senior leadership on performance, risks, and engagement activity

• Minimum of 6+ years’ experience in Customer Success, Account Management, or a related role, with at least 3+ years in a people management position
• Strong track record managing portfolio health, retention, and revenue risk
• Experience working with KPIs, operational reporting, and CRM tools such as HubSpot
• Excellent communication, stakeholder management, and leadership skills
• You have excellent spoken, written and reading skills in French and English, and any additional languages you speak would be a plus

Familiar with operating in an ISO27001-certified environment

• Flexible hybrid working
• The Swile card to help cover your lunch expenses
• Full coverage of the Alan health insurance plan
• A day off on your birthday
• Additional leave based on seniority
• Regular events and after-work gatherings
• Two remote work days per week
• Up to 28 days of remote work from abroad per year
• A monthly 'well-being and engagement' budget for each employee