Job description

Today's CS team is composed of 3 customer success directly reporting to the CPO, Axel. Your role would be to take the Head of Customer Success position, managing the team, and soon reporting to the CEO.

🎯 Your goals

The main objective is to take Customer Success to the next level. The Head of Customer Success should grow us:

From 🅰️ We have very happy customers, growing organically, and a team of great full-stack CS, very committed to get successful use of our product by the customers.

To 🅱️ Fully structured Customer Success organization, able to 1/ delight customers beyond our tool, 2/ improve GRR & NRR and 3/ being able to scale the customer success team (increasing headcount, and increasing accounts per CS).

💪 Mission & Responsibilities

Hit the company GRR & NRR targets.
Structure the CS team, to handle, in all target customer segments.
1. onboarding, as is it currently >50% of the CS job,
2. support,
3. delight (through building a customer community / client club),
4. renew,
5. upsell.
Create a predictable hiring process and hire a bunch of excellent individual contributors.
Build a predictable training program, for the quick ramp-up of new joiners.
Introduce new valuable CS methods to the team (such as QBR tactics) and set leading KPIs to improve CS efficiency (like using Metabase, Datadog, ...).
Maintain a gross margin aligned with the board expectation.
Collaborate with Sales, Marketing, Product and Tech departments.

🔍 Experience required

You are in a management position of ≃10 direct reports.
At some point of your career, you must have serviced customers at a 2-3M€ ARR SaaS company.
You successfully serviced ≃30k€ ACV (average contract value) SaaS products.
You already built a team yourself, and are extremely demanding when it comes to hiring process, training program, coaching & developing CS people.
You have already managed several complex projects with multiple stakeholders.
You have strong analytical and logical capabilities, and have experience using basic technologies (datatables, API, SQL…).
When being an individual contributor, you were in the top 20% among your team.

🏁 Hiring Process

20' Screen Call
On-site w/ Antoine, CEO & Axel, CPO
Case study at home & Debrief with Axel
Meet the team
- Maika & Nicolas, CS
- Gabrielle, Head of Sales & Simon, Head of Marketing
- Tanguy, cofounder & CTO

Reference calls with also happen, simultaneously.

🤩 Qobra, that's also

A wonderful team who share common values!
Attractive Compensation + Stock Options (BSPCE).
230 m2 office in the center of Paris (Sentier).
Apple Computer
Swile Lunch-vouchers
Gymlib sports membership with preferential rates.
Health insurance (Mutuelle)
Summer offsite in crazy sunny destinations (Mykonos 🇬🇷, Crete 🇬🇷, Sicily 🇮🇹, Malta 🇲🇹) ! ⛱

About Qobra

Revenue Operations bring a system to selling. It uses data to drive strategy, best practices to guide training, and technology to hack success. It is all the nasty number things that you don’t want to do, but need to do to make a great sales force.

We have the ambition of becoming the reference software for Global Revenue Operations teams.

One of the key pillars of world-class Revenue Operations teams is Sales Compensation. That's why we start here. But we won't stop until we helped companies on all the other pillars that make great Revenue Operations teams.

Head of Customer Success | SaaS

You would be part of the executive committee of Qobra along the cofounders and Head of Sales & Marketing. Be ready to face challenges you’ve never faced before. But that's for the best isn't it?