Head of Customer Success
Own the customer journey from onboarding through expansion, build trusted relationships with strategic clients, coordinate cross-functional execution, and ensure premium service quality and long-term adoption.
Responsibilities
- Own customer success strategy across onboarding, adoption, retention, and account growth.
- Act as a senior point of contact for strategic clients.
- Build scalable success playbooks, reporting rhythms, and service standards.
- Coordinate product, 3D content, operations, and sales teams.
- Track health signals, usage patterns, and renewal risks while driving proactive action plans.
- Identify upsell and cross-sell opportunities.
- Turn customer feedback into actionable product, operations, and go-to-market insights.
Requirements
- 5+ years of experience in customer success, account management, or client services.
- Experience in SaaS, agency, or technology environments.
- Track record managing strategic accounts and executive-level relationships.
- Excellent organizational skills and ability to manage multiple workstreams.
- Experience with high-touch client needs and scalable process design.
- Fluency in English and French.
Benefits
- Nomad days policy.
- Full and flexible work-from-home opportunities depending on the position.
- Comprehensive health insurance.
- Benefiz cash pool of 10 EUR per day with 50% covered.
- Discounted events and goods through CSE.
- Team getaways.
- Country-specific commuter benefits.