Head of Customer Success

Paris, Île-de-France, France · Customer Success

Description

Mention changes the way companies monitor their online presence. Monitor your company name, brand, competitors, or industry trends for real­time updates on any mentions over the web and social networks. Take action to react, collaborate, and analyze your online presence.

With over 600,000 professionals using the app in 125+ countries from companies such as Spotify, Airbnb, MIT, Microsoft, Lamborghini and Etsy, Mention is focused on helping companies of any size to know what’s being said about their brand, competitors, industry, etc

We are looking for an Head of Customer Success, craving to apply his skills to a booming SaaS startup! In a great startup, innovation does not stop at the product, it rely a lot on team efforts to make new things happen.

You will be responsible for leading an international team of Customer Success Manager in Paris. You will conceive and execute the strategy for our customer success team to ensure the successful adoption and use of Mention across our customer base in many different countries!


MISSIONS

* Retain existing customers

* Build, coach, and manage a super talented and growing CS team (3 people)

* Develop and scale our retention and upsell strategies to achieve our ambitious MRR growth

* Manage key customer relationships and help close strategic opportunities

* Provide detailed and accurate retention/upsell forecasting and manage data proactively

* Collaborate with Marketing and Product to improve leads quality and shape the Mention platform

Requirements

* 4+ years of experience in Account Manager or Customer Success with management or team lead experience (B2B SaaS is a big plus)

* A track record of meeting or overachieving retention and upsell targets

* Ability to build an extremely efficient CS process

* Ability to communicate and influence to all levels of the organization, especially with top executives.

* Flexible and agile in adapting to quick changes in a startup environment

* Fluent in French and English (Spanish is a big bonus)

* Paris-based

* Entrepreneurial or startup experience

Benefits

* Competitive package with a great health care

* Key role in a fast growing startup with a talented and fun team

* Opportunity to build your CS dream team :)

* Monthly activities with the whole Paris Team!

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