Director of Customer Success - e-commerce start up

Our client, a rapidly expanding start up providing a platform for online Marketplace solutions, is recruiting a Director of Customer Success to structure and grow a team of Account Managers and Technical Support Managers who will deliver best in class customer experiences. The position will report directly to the CEO.

The Management team has breadth of knowledge and experience in the e-commerce, web technologies and Marketplace ecosystem. The  team also includes more than 30 passionate and talented people, of which 75% are engineers, dedicated to delivering successful Marketplace projects.

We are looking for an experienced Director of Customer Success to:

 

Responsibilities:

·           Drive Customer Success Outcomes

o   Increase renewal rates and reduce churn

o   Expand revenue in accounts through cross-sell and up-sell

o   Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

o   Drive new business growth through greater advocacy and reference-ability

·           Manage Customer Success Activities

o   Onboarding / Training

o   Customer Support

o   Customer Success Management

o   Renewals

o   Cross-sell / Up-sell

·           Measure Effectiveness of Customer Success

o   Define operational metrics for team

o   Establish system for tracking metrics

o   Create cadence for review within team

o   Expose subset of metrics to executive team, company and board

·           Grow and Lead World-class Customer Success Team (current headcount : 5 – target headcount 20+ by 2020)

o   Recruit experienced leaders for each functional role

o   Attract high potential individual contributors into team

o   Create rapid onboarding process for new team members

o   Encourage continuous learning within team

·           Inspire Customer Success Across Company

o   Create company-wide culture of Customer Success

o   Align with Marketing around marketing to existing clients

o   Align with Product around driving product roadmap

o   Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

o   Align with Finance around measurement and forecasting

o   Align with Executive Team around key metrics and objectives

o   Drive company-wide definition of ideal customer

o   Create company-wide customer feedback loop

 

Required Experience/Skills:

·           Significant experience in driving customer success / developing key accounts within the E-commerce sector

·           Bilingual French / English. Other languages a plus

·           Ability to manage influence through persuasion, negotiation, and consensus building

·           Ideally combined background of post-sale and sales experience

·           Strong empathy for customers AND passion for revenue and growth

·           Deep understanding of value drivers in recurring revenue business models

·           Analytical and process-oriented mindset

·           Excellent communication and presentation skills

 

What the company offers:

·       Salary : 80K€ basic + 20K€ bonus + stock options

·       Offices in the heart of Paris (9th District)

·       Well-funded high growth company

·       Innovative, recognized technical expertise of team and solution

·       Great customers

·       Great collaborative and fun culture

·       A unique opportunity to build your own team and make a difference.

 

Please send your CV to m.ascione@eurolondon.fr

Thank you for applying to Euro London Appointments. We aim to respond as promptly as possible to your application, however, due to the high level of CV's we receive we are only able to respond to applicants whose profile matches our Clients’ requirements.

Berater

image

Megan Ascione

Equipe : Paris

Spécialisée en : Recrutement de profils internationaux pour le marché français.

Consultante à Euro London depuis : 1999

A propos de moi :  Megan a ouvert le bureau français d’Euro London à Paris en 2001 puis en a pris la direction jusqu’en 2005. Elle a ensuite travaillé en interne pour le cabinet d’avocats Freshfields Bruckhaus Deringer où elle s’est spécialisée en recrutement d’avocats, commerciaux et professionnels du marketing. Revenue au cabinet Euro London en 2011, elle s’est concentrée sur les postes internationaux pour le marché français. Megan est bilingue Français/Anglais.

More