As the Head of Customer Success & Operations for our automotive vertical, CarCutter, you will be responsible for managing and developing a team of CSMs distributed across Europe and the United States. You will lead efforts to ensure customer satisfaction, retention, and expansion of our large enterprise accounts. A key part of your role will involve optimizing processes, driving performance against KPIs, and acting as the liaison between product teams and business needs to ensure our solutions consistently exceed client expectations.

Key Responsibilities:

• Lead and manage the global CSM team across Europe and the USA, fostering a high-performance, collaborative culture.
• Drive customer retention and growth by developing strategies that align with customer needs and business goals.
• Own key KPIs for the CSM department, including retention rates, customer satisfaction, and account expansion metrics.
• Optimize onboarding processes and continually improve workflows to enhance customer experience and operational efficiency.
• Collaborate with product teams to translate customer feedback and business requirements into actionable product improvements and features.
• Build and maintain strong relationships with key enterprise customers, ensuring a deep understanding of their business objectives and how our solutions can support them.
• Support international growth initiatives by ensuring consistent, high-quality service delivery across regions.

Your profile:

• 5+ years of experience in Customer Success Management or a similar role, with significant experience in SaaS.
• Proven leadership experience in managing and scaling high-performing teams across different geographies.
• Strong business acumen with the ability to understand and navigate complex client needs.
• Exceptional communication and relationship-building skills with both customers and internal teams.
• Experience working in start-up/scale-up environments and understanding the challenges associated with rapid growth.
• Operational expertise with a keen interest in process optimization and workflow management.
• English fluency is required, with French considered a strong plus.
• International experience is highly desirable.

Hiring process:

• Interview with our Talent team
• Interview with your future manager Steven, our VP Global Delivery
• Meet Fanny, our Chief Revenue Officer and Jason, our VP Sales
• Welcome aboard!