Head of CSM - SaaS/ Marketplace

L'entreprise

Founded in 2017, the company is a saas-enabled marketplace dedicated to empower artists.

Mission

Own the Customer Success strategy and execution for our saas product. The Customer Success manages the artists using the saas product: 8,000 artists from 80+ countries, 6 people under management operating in 5 languages (EN, FR, DE, ES, IT).

Core Responsibilities

• Design and drive a top-class customer support for artists.
• Define, monitor and improve key retention metrics.
• Make productivity gains by deploying AI.
• Collaborate with other departments (product, sales etc) to optimize Customer Success metrics.
• Manage and upskill a team composed of 6 juniors.
• Work directly with SaaS director on strategic planning.

Preferred Experience

• 2+ years leading a Customer Success department (in a SaaS is a plus).
• Proven record of designing and scaling Customer Success processes + management.
• Passion for customer success: genuine care for clients.
• Great execution skills: hardworker and hands-on.
• Data-driven mindset with experience tracking KPIs and optimizing performance.
• Leadership skills: able to coach a small team while being hands-on.
• AI adopter.
• Fluent English. Any other language is a plus.