Related skills
team management data analysis customer success leadership nps📋 Description
- Lead and coach a team of 5 CS Specialists for Tier 3 accounts
- Drive data-driven churn prevention and early risk identification
- Own Net Revenue Retention targets for the Tier 3 segment and reduce churn
- Monitor health signals (usage, engagement, NPS) to manage account risk
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Design and optimize scalable CS processes and workflows
🎯 Requirements
- 5+ years in a customer-facing role, 2-3 years in people management
- Proven success improving retention and Net Revenue Retention in B2B SaaS
- Experience designing and optimizing CS processes and workflows
- Strong analytical skills: health data, cohort analyses, churn metrics
- Excellent communication, coaching, and stakeholder management
- Bilingual: French and English (written and spoken)
🎁 Benefits
- Stock options with back-loaded vesting
- Comprehensive health insurance
- On-demand salary access
- A documented career path with clear KPIs
- Flexible benefits: meals, childcare, transportation, training
- An international team of 35+ nationalities based in one of Europe’s leading tech hubs
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