Customer Success Lead - French Market
Customer Success Lead - French Market
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Job Description
Role
Are you driven by leading and mentoring a team while also fostering partnerships and unlocking new commercial avenues
Well if youre passionate about empowering teams deepening client usage and expanding business opportunities this role is tailored for you!
As a Customer Success Manager Lead youll be at the forefront of our French market overseeing and guiding a team of Customer Success Managers.
Your mission will go beyond providing individual support to encompass strategic leadership and team development. You will also play a crucial role in ensuring our clients not only adopt but thrive with Wooclap in the dynamic landscape of the French market.
Responsibilities
On the field ( 40 %)
Ensure Customer Success & Retention
Take ownership of our most strategic and high-value accounts ensuring their successful adoption and use of our platform across all segments including education and enterprise.
Actively support the development of usage by bringing pedagogical expertise to help clients reach their learning and engagement goals.
Implement best practices and strategies for maximizing client satisfaction and retention.
Analyze usage data and performance metrics and devise proactive action plans to strengthen client success.
Expand Client Value & Generate New Opportunities
Take full ownership of your market targets in terms of net new revenue retention upsell and lead generation.
Streamline contract negociations and renewal processes to have a smooth and growing business relationship
Participate in events and client visits to build strong relationships better understand their challenges and uncover new growth opportunities.
Enable the creation of marketing content at scale with Wooclap ambassadors and user professors (interviews webinars content).
With the team ( 40 %)
Lead Mentor & Develop the Customer Success Team
Be a go-to mentor and lead: be present for your team by maintaining a consistent presence on the field and help address urgent and strategic clients concerns.
Guide your team to actively develop usage within accounts by leveraging pedagogical expertise and client insights to maximize impact.
Ensure your team maintains a low churn rate and is capable of signing (upsell) and generate new opportunities (cross-sell lead generation) through their close relationships with clients.
Coordinate with Head of CX and HR for recruitment and team development initiatives and growth.
Strategy andbusiness intelligence ( 20%)
Collaborate directly with the Head of CX to devise and execute targeted go-to-market strategies specific to French market dynamics on both segments - Education and Corporate.
Capture key client needs and feedback to influence the product roadmap and help shape a best-in-class platform.
Engage closely with other team leaders and teams (Sales Marketing) to ensure alignment and continuously optimize processes.
Employment Type
Full-Time
