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Customer Success

Head of Customer Success

  • Contract Type: Full-Time
  • Location: Paris, France (75008)

About

Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

Today, more than 80,000 customers around the world count on Sendinblue to power their sales and marketing engines, with more than 100 million emails sent every day from our platform.

We have a team of 250 employees representing over 25 nationalities spread across four offices located in Paris, Berlin, Delhi, and Seattle. This diversity is one of our greatest strengths, creating an environment that geared towards learning and collaboration to find the best solution to any problem.

At Sendinblue, you’ll find:
=> A culture based on caring, diversity, challenges, and strong collaboration
=> A progressive and happy working environment
=> International team building events (last year was in Greece)
=> A state-of-the-art office in the heart of Paris

Job Description

*The team *
The Customer Success team at Sendinblue is dedicated to our Enterprise accounts. They help customers get the best benefits from using our platform and advice them for a better usage.

Their main missions are to:
• Ensure SendinBlue users are satisfied with the services they receive (satisfaction, retention)
• Educate our customers and define actions plans to guide them achieving their business goals
• Gather feedback from our users and collaborate with the product team to share ideas
• Provide training on existing and new features to make our customers grow with our solution

We’re looking for an ambitious Head of Customer Success to lead the team and drive retention & growth of our existing clients base. This is a fantastic opportunity to join an early stage team and help us scale!

What you will do

  • Build and deploy the Customer Success strategy to deliver high customer service
  • Map and optimize every step of the customer journey
  • Build and deploy scalable and efficient processes to reach team goals
  • Build & track clear and actionable KPIs
  • Lead a team of 8 CSM & plan hiring needs
  • Drive cross-team projects to always improve the overall customer experience

How you will be measured:

  • Retention rate on Enterprise client portfolio (based on each team member performance)
  • Revenue development on existing protfolio
  • Customer Satisfaction and NPS

Preferred Experience

The ideal candidate will be someone who:

  • Has at least a 5-year experience in Customer Experience/Customer Success in a fast-paced environment
  • Is a customer lover and put customer at the center
  • Has an entrepreneurial mindset, is very adaptable and isn’t afraid to get his hands dirty
  • Is data driven and likes setting optimal ways to achieve goals
  • Can create an efficient work environment that encourages maximum performance and dedication

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75008)