Customer Success Lead - French Market

Overview

Join Wooclap, a leading interactive learning platform, as a Customer Success Lead for the French market. You will lead and mentor a team of Customer Success Managers, ensuring client adoption and success while expanding business opportunities. You will be responsible for market performance KPIs, representing Wooclap at events, and influencing the product roadmap. The position is based in Brussels or Paris, with competitive compensation and benefits.

Responsibilities

• On the field: Take ownership of our most strategic and high-value accounts, ensuring their successful adoption and use of our platform across education and enterprise segments.
• Increase tool adoption rates by bringing pedagogical expertise to help clients reach their learning and engagement goals.
• Analyze usage data and performance metrics and devise proactive action plans to strengthen client success.
• Develop and execute a growth strategy that maximizes client value through upsell and cross-sell opportunities.
• Lead and anticipate strategic contract renewals: participate in renewal discussions with CSMs to retain clients and offer the most appropriate solutions.
• Participate in events and client visits to build relationships, understand challenges, and uncover growth opportunities.
• Enable the creation of marketing content at scale with Wooclap ambassadors and user professors (interviews, webinars, content, etc.).

With the team

• Lead, mentor and develop the Customer Success Team; coach and empower your team to improve skills, maximize performance, and reach targets.
• Maintain low churn and enable upsell and cross-sell opportunities through close client relationships.
• Coordinate with Head of CX and HR for recruitment and team development initiatives and growth.
• Own market performance KPIs and reporting: track Net Revenue Retention (NRR), contractions, upsell, cross-sell and lead generation, market trends, and competitive insights.
• Represent Wooclap at events and as a market voice internally and externally.
• Capture client needs and feedback to influence the product roadmap and help shape a best-in-class platform.
• Engage with Sales, Marketing and Product teams to ensure alignment and optimize processes.

Profile requirements

• Minimum of 5 years of experience in an Account Manager/Customer Success leadership role in SaaS.
• Entrepreneurial mindset with curiosity and enthusiasm for navigating a dynamic environment.
• Native level in French and fluent in English.
• Eager to be part of an international team, committed to continuous learning and contributing to a meaningful project.

Skills requirements

• Communication: Exceptional verbal and written skills to articulate ideas clearly and build rapport with team and customers.
• Relationship Building: Ability to foster trust, loyalty, and long-term partnerships with customers.
• Negotiation: Proficiency in negotiation techniques for contract renewals, upsells, and resolving customer disputes.
• CRM Software Proficiency: Ability to effectively use CRM tools to manage customer interactions and track success metrics.
• Leadership: Strong leadership abilities to inspire, mentor, and guide a team of Customer Success Managers.
• Team Collaboration: Effective collaboration with cross-functional teams including sales, marketing and product development.
• Adaptability: Flexibility to thrive in a fast-paced environment and adapt strategies to meet customer and business needs.

Recruitment process

• 30’ Screening interview with Recruitment Team
• 90’ Business Case with Adeline, Head of Customer Experience and a CX team member
• 30’ Panel interview with future colleagues
• 30’ Closing interview with the CEO

Employment type

• Full-time

Job function

• Customer Service, Sales, and Marketing

Industries

• Technology, Information and Internet