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Head of Customer Success

CDI
Paris
Salaire : Non spécifié
Télétravail non autorisé
Expérience : > 5 ans
Éducation : Bac +5 / Master

Kactus
Kactus

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Le poste

Descriptif du poste

Joining the EXEC team, you will directly report to the company CEO.

Your Missions:

1. Customer Success strategy

  • Build and deploy the Customer Success strategy to deliver 7-star customer service for all our clients
  • Map and optimize every step of the customer journey from onboarding to billing to make our users true ambassadors
  • Build and deploy a scalable and efficient playbook to onboard and conquer our new Key Accounts
  • Drive cross-team projects to always improve the overall customer experience

2. Team Management

  • Manage, drive and scale Kactus Customer Success team (currently 10 talents)
  • Organize your team to drive efficiency and capitalize on your seniors
  • Build an attractive and engaging career path and salary grid for your team
  • Build and deliver sales training programs to drive fast ramp-up and recurring over-performance
  • Build & track clear and actionable KPIs and improve them months after months

NB : this is not a Customer Support job (= ticketing optimization).

What we offer:

  • Competitive salary + equity
  • The opportunity to grow up with the company
  • A great challenge that will make you grow up fast in your field and learn from other A-players
  • High work flexibility
  • Great work environement
  • And for sure, many events, parties & seminars !

Profil recherché

Customer Success & Sales

  • Proven track record on a similar job in a complex or fast-growing organization
  • Top sales performer
  • Very good sense of empathy for customers
  • High analytical skills
  • Very hands-on approach
  • Great knowledge of digital tools and technology
  • Very good writing skills

Management

  • Ability to build a strong & high performing CS team culture
  • Lead by example
  • Strong leadership
  • Proven track record on hiring A-players
  • Proven track record on developing A-players
  • Ability to take decisions under pressure
  • Very organized and efficient = ability to execute high workload in a demanding work environment
  • Great overall business vision / Strategic thinking

Culture Fit

  • Team player
  • Humble
  • Ability to learn very fast
  • Ambitious
  • Proactive
  • Resilient
  • Fluent in English

We are looking for team players, passionate and innovative people, who want to build a big success story with us !

Do you see yourself in these words ? Do you want to join an incredible adventure ?

Tell us who you are, what you’ve done and what you want to do.
We’ll be more than happy to meet you :)


Déroulement des entretiens

Step 1 : 1st interview with the CEO
Step 2 : 2nd interview with the CTO
Step 3 : Référence check
Step 4 : Half or Full day at Kactus

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