Join a rapidly growing French scale-up in the MarTech sector. As the Head of Customer Success, you will be responsible for managing the CSM team, driving performance, managing strategic accounts, inter-team collaboration, and continuous improvement. You should have at least 5 years of experience in B2B SaaS CSM, management experience, and expertise in upselling and high-touch portfolio management. Driving the performance of the Customer Success team, with a target NRR of 100%+. Direct management of strategic accounts, including complex renewals and expansion strategies. Collaboration with Sales and Product teams to enhance the customer journey and CSM playbooks. 🎯 Your missions The role revolves around 5 main areas: 1️⃣ Management & Structuring (30–40%) Management of the CSM team (Mid & SMB) Weekly one-on-ones Weekly portfolio review Monitoring sensitive customer situations Coaching on calls & field support Leading internal workshops Recruitment & onboarding of new CSMs Skills development (pedagogy, performance culture) 👉 Objective: to elevate the team in maturity and business impact. 2️⃣ Performance Management (≈15%) Monitoring and optimizing NRR (goal: 100%+ | target 102.5%) Churn management (alert <95%) Upsell/cross-sell target: €3,500 / CSM / quarter Monitoring: NPS Product adoption Health score Creation and optimization of dashboards Implementation of OKRs & monthly rituals 3️⃣ Management of Strategic Accounts (20–25%) Direct management of 20 to 30 top clients Involvement in strategic calls Complex renewals Deployment of expansion strategies Management of sensitive situations 4️⃣ Cross-team Collaboration (10–15%) Close work with Sales teams Product collaboration (field feedback, roadmap) Structuring the customer journey Continuous improvement of CSM playbooks 5️⃣ Structuring & Continuous Improvement (10%) Optimization of playbooks Formalization of processes Implementation of a new global dashboard Structuring of weekly & monthly rituals 🛠 Stack & Tools HubSpot (CRM) Intercom Notion Slack Fireflies Linear Internal data analysis tools 👤 Desired Profile Hard skills (3 essential) Minimum 5 years in B2B SaaS CSM Management experience (at least 1 year as Team Lead) Expertise in upselling & high-touch portfolio management Big bonus: Experience in MarTech / e-commerce Experience in scale-ups NRR & churn management Soft skills (3 essential) Structuring & demanding leadership Strong pedagogy and ability to foster growth Business orientation & results culture 🌍 Languages English required (UK market) Spanish appreciated 💰 Compensation €60–65K fixed €15K variable Total package: €75–80K Variable indexed on NRR & team upsell performance Head of Customer Success (H/F) - Scale-up SaaS at Dream Catcher Sales in Paris.

Original source: https://www.welcometothejungle.com/fr/jobs/head-of-customer-success-h-f-scale-up-saas_paris Source: Welcome to the Jungle