Head of CSM - LegalTech

Licorne Society a été missionné par une startup en pleine croissance pour les aider à trouver leur Head of CSM - LegalTech

You will be joining a Customer team, which currently consists of 10 people and is set to continue growing over the next few quarters.

Your role will involve structuring and managing the Customer Onboarding, Customer Success and Customer Care teams, with the aim of increasing revenue and customer satisfaction.

Deliver the best customer experience

• Ensure an onboarding process for mid-market accounts (our core target) to offer them a complete and engaging implementation experience that promotes rapid product adoption;
• Structure the onboarding process for Enterprise accounts in collaboration with the Customer Onboarding and Customer Success teams;
• Structuring the Customer Care team and processes to respond to customer requests quickly and appropriately.

Contribute to the company's growth

• Structuring the identification, management and conversion of upsell opportunities in collaboration with the sales teams;
• Work to identify at-risk accounts and put in place an action plan to reduce the churn rate by encouraging more in-depth product use and promotion;
• Working closely with the Marketing teams to highlight support and service;
• Working closely with the Product teams to identify the most relevant opportunities to address from a customer perspective.

Follow-up and process

• Implementing precise monitoring of account activation and processes, and an action plan tailored to each situation;
• Establish precise monitoring of performance in terms of customer support (response time, satisfaction);
• Analyse customer feedback, behaviour and trends to identify opportunities for service and product improvement and make data-driven decisions.

Management

• Manage the Customer Experience team, which is structured around 3 pillars: Customer Onboarding (4 people), Customer Success (5 people), Customer Care (1 person);
• Career path management and team training teams to ensure personal development;
• Act as an ambassador for customer culture in-house.

Even though we know that the perfect candidate doesn't exist, here's what he or she would look like:

Accompanying customers is no secret

• You have over 7 years' experience in Customer Success in B2B SaaS. Ideally, you've joined a company at the same stage as us and have helped CS to grow over several years;
• You have a successful track record in implementing and deploying software solutions in organisations with several hundred employees.

You embody the customer

• You have natural leadership skills and the ability to manage teams, with initial successful experience in customer team management;
• You have excellent communication skills and can work effectively with several departments and stakeholders.

You do things in a structured way

• You know how to design processes when necessary and get teams to adopt them;
• You know how to use data and analyse customer behaviour to understand their usage (actions taken, health score) and solve problems and identify areas for improvement (NPS, CSAT);
• You will be familiar with customer management software (Planhat, Intercom).

You're an experienced manager

• You've managed managers and scaled a team in a context of high growth.
• You've proved to be great at hiring A players.

• Ambition: We're looking for highly ambitious people who want to fight to change things. We will always encourage you to dare.
• Trust & Ownership: Joining the company means wanting to have responsibility. It means wanting to grow and make the company grow quickly.
• Having fun: Finally, we do all this in a good mood :)

• An international, close-knit and ambitious team with shared values.
• Attractive remuneration package with BSPCE plan for all employees.
• A flexible remote policy: if you want to work from Berlin for a week, no problem.
• MacBook, monitor, headset and all the other accessories you need to work in the best possible conditions.
• Central, spacious offices in the heart of Paris, with restaurants and other nice places nearby.
• Gymlib sports membership to keep you in top shape.
• Swile meal vouchers (€10 face value), soft mobility reimbursement and first-class health insurance.
• Monthly afterworks and dinners, plus two seminars a year with the whole team (Marseille, Tignes, Tunisia, Saint-Antonin-Noble-Val, Megève).

1. A 30-minute call to introduce ourselves, tell you about the company and see if our respective expectations are compatible.
2. A technical interview with the CEO, the Lead Customer Success and the Lead Customer Onboarding. We know your time is precious and we've designed a case that won't take up too much of your time.
3. A 3-hour interview with the CEO and the CRO to discuss the job, your experience and your expectations in detail.
4. Drink Team: Because it's also great fun to chat about anything and everything like good old friends, we're inviting you to come and have a drink with the team.
5. Reference calls