Our client is a Saas company in the Supply Chain.
You are looking for your next opportunity as a Director of Customer Success and are passionate about helping customers to drive vision to values.
Le poste
As a Director of Customer Success, you will be responsible for driving positive outcomes for our customers, influencing lifetime value through product adoption and satisfaction, and contributing to business growth through advocacy. You will work cross-functionally to enhance processes, identify areas for improvement, and build world-class Customer Success & Support teams.
Therefore, your missions will be as follows:
Be an expert on our product and maintain up to date knowledge of supply chain & transport industries, market trends, technologies & competition landscape
Develop and execute strategies to ensure positive outcomes for customers throughout their lifecycle & boost upsell/ cross sell conversion rate
Increase product adoption rates & overall customer satisfaction (CSAT/ NPS)
Contribute to higher lifetime value & 0 churn target through effective customer engagement and support
Collaborate with pre sales, sales and marketing teams to leverage customer success stories
Gather & deep-dive into CSM & Support product feedback to help defining the next top priorities in terms of product roadmap/ contribute to our product vision
Work closely with other leaders within the organisation to drive process improvements & scalability
Establish and monitor KPIs to measure the effectiveness of CSM & Support initiatives
Recruit, coach, and mentor CSM and Support team members
Non-exhaustive list of missions
Profil recherché
8+ years of experience acquired in Saas B2B enterprise solutions
Experience at a fast-growing startup is a plus, Supply chain experience preferred
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers & driving world-class talent
Deep understanding of value drivers in recurring revenue business models
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Journeys to customers, also abroad, are not a problem for you.
Fluent English is a must have, other language (German) is a plus.
