Role
Are you driven by leading and mentoring a team, while also fostering partnerships and unlocking new commercial avenues?
Well, if you’re passionate about empowering teams, deepening client usage, and expanding business opportunities, this role is tailored for you!
As a Customer Success Manager Lead, you’ll be at the forefront of our French market, overseeing and guiding a team of Customer Success Managers.
Your mission will go beyond providing individual support to encompass strategic leadership and team development. You will also play a crucial role in ensuring our clients not only adopt but thrive with Wooclap in the dynamic landscape of the French market.
Responsibilities
On the field 🧑🌾
→ Ensure Customer Success & Retention
Take ownership of our most strategic and high-value accounts, ensuring their successful adoption and use of our platform across all segments, including education and enterprise.
Increase tool adoption rates by bringing pedagogical expertise to help clients reach their learning and engagement goals.
Analyze usage data and performance metrics and devise proactive action plans to strengthen client success.
→ Expand Client Value & Generate New Opportunities
Develop and execute a growth strategy that maximizes client value through upsell and cross-sell opportunities.
Lead and anticipate strategic contract renewals: participate in strategic renewal discussions with CSMs, ensuring clients are retained and offered the most appropriate solutions.
Participate in events and client visits to build strong relationships, better understand their challenges, and uncover new growth opportunities.
Enable the creation of marketing content at scale with Wooclap ambassadors and user professors (interviews, webinars, content…).
With the team 🏀
→ Lead, Mentor & Develop the Customer Success Team
Coach, challenge, and empower your team to continuously improve their skills, maximize performance, and reach ambitious targets.
Ensure your team maintains a low churn rate and is capable of signing (upsell) and generate new opportunities (cross-sell, referrals,…) through their close relationships with clients.
Coordinate with Head of CX and HR for recruitment and team development initiatives and growth.
Strategy, Market Insights & Business Intelligence 💡
Own market performance KPis and reporting: track and analyze KPIs (Net Revenue Retention (NRR), contraction, upsell, cross-sell and lead generation), market trends, and competitive insights.
Act as the market voice internally and externally: represent Wooclap in events, share insights, and position us as a trusted partner in the French market.
Capture key client needs and feedback to influence the product roadmap and help shape a best-in-class platform.
Engage closely with other team leaders and teams (Sales, Marketing…) to ensure alignment and continuously optimize processes.
