Head of Customer Success

Own the customer journey from onboarding through expansion, build trusted relationships with strategic clients, coordinate cross-functional execution, and ensure premium service quality and long-term adoption.

Responsibilities

• Own customer success strategy across onboarding, adoption, retention, and account growth.
• Act as a senior point of contact for strategic clients.
• Build scalable success playbooks, reporting rhythms, and service standards.
• Coordinate product, 3D content, operations, and sales teams.
• Track health signals, usage patterns, and renewal risks while driving proactive action plans.
• Identify upsell and cross-sell opportunities.
• Turn customer feedback into actionable product, operations, and go-to-market insights.

Requirements

• 5+ years of experience in customer success, account management, or client services.
• Experience in SaaS, agency, or technology environments.
• Track record managing strategic accounts and executive-level relationships.
• Excellent organizational skills and ability to manage multiple workstreams.
• Experience with high-touch client needs and scalable process design.
• Fluency in English and French.

Benefits

• Nomad days policy.
• Full and flexible work-from-home opportunities depending on the position.
• Comprehensive health insurance.
• Benefiz cash pool of 10 EUR per day with 50% covered.
• Discounted events and goods through CSE.
• Team getaways.
• Country-specific commuter benefits.