Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager ensuring satisfaction and growth for European B2B clients at Trustpair. Building relationships and driving product adoption in a hybrid environment.
Responsibilities
- Own a portfolio of enterprise accounts: Serve as the primary point of contact for a portfolio of European B2B enterprise clients, including senior stakeholders and C-level contacts.
- Lead onboarding and customer journey management: Support successful onboarding of new clients and guide existing customers throughout their lifecycle with Trustpair.
- Drive product adoption and operational excellence: Help clients maximize value from Trustpair by promoting best practices, monitoring account health and usage, and supporting product stickiness and platform adoption over time.
- Identify growth opportunities and support renewals: Identify upsell and cross-sell opportunities across your portfolio and contribute to successful renewals, helping the team maintain strong ARR performance and low churn.
- Be the voice of the customer internally: Gather feedback from clients and share it with internal teams, particularly Product and Ops, to improve the platform, processes, and overall customer experience.
- Work across tools and systems: Use tools such as Planhat, Notion, Intercom, Looker, HubSpot, Slack, Google Drive, and Forest Admin to manage accounts and day-to-day work effectively.
Requirements
- Minimum 4 years of experience in a Customer Success role with account management responsibilities
- Prior experience as the main point of contact or account owner for B2B enterprise clients
- Experience in a B2B SaaS startup or scale-up environment
- Strong ability to manage multiple projects, stakeholders, and deadlines simultaneously
- Excellent communication skills with the ability to explain complex topics clearly to diverse audiences
- Strong interpersonal skills and a collaborative mindset to work effectively across teams and with clients
- Fluent in French and English
Benefits
- Flexible hybrid environment that supports growth in ownership, autonomy, and leadership skills
- Structured onboarding and ramp-up plan designed to set you up for success
- Inclusive environment with cultural diversity and parity
- Access to senior colleagues for learning and collaboration
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