Head of Customer Success
Job summary Permanent contract Paris Salary: €80K to 140K Starting date: April 01, 2025 Occasional remote Experience: > 7 years Skills & expertise Generated content Marketing Training and development Intercom 10 days ago
Job description
Your mission
You will be joining Tomorro’s Customer team, which currently consists of 10 people and is set to continue growing over the next few quarters.
Your role will involve structuring and managing the Customer Onboarding, Customer Success and Customer Care teams, with the aim of increasing revenue and customer satisfaction.
Your responsibilities
Deliver the best customer experience
Ensure an onboarding process for mid-market accounts (our core target) to offer them a complete and engaging implementation experience that promotes rapid product adoption;
Structure the onboarding process for Enterprise accounts in collaboration with the Customer Onboarding and Customer Success teams;
Structuring the Customer Care team and processes to respond to customer requests quickly and appropriately.
Contribute to the company’s growth
Structuring the identification, management and conversion of upsell opportunities in collaboration with the sales teams;
Work to identify at-risk accounts and put in place an action plan to reduce the churn rate by encouraging more in-depth product use and promotion;
Working closely with the Marketing teams to highlight support and service;
Working closely with the Product teams to identify the most relevant opportunities to address from a customer perspective.
Follow-up and process
Implementing precise monitoring of account activation and processes, and an action plan tailored to each situation;
Establish precise monitoring of performance in terms of customer support (response time, satisfaction);
Analyse customer feedback, behaviour and trends to identify opportunities for service and product improvement and make data-driven decisions.
Management
Manage the Customer Experience team, which is structured around 3 pillars: Customer Onboarding (4 people), Customer Success (5 people), Customer Care (1 person);
Career path management and team training teams to ensure personal development;
Act as an ambassador for customer culture in-house.
Preferred experience
About you
Even though we know that the perfect candidate doesn’t exist, here’s what he or she would look like:
Accompanying customers is no secret
You have over 7 years’ experience in Customer Success in B2B SaaS. Ideally, you’ve joined a company at the same stage as us and have helped CS to grow over several years;
You have a successful track record in implementing and deploying software solutions in organisations with several hundred employees.
You embody the customer
You have natural leadership skills and the ability to manage teams, with initial successful experience in customer team management;
You have excellent communication skills and can work effectively with several departments and stakeholders.
You do things in a structured way
You know how to design processes when necessary and get teams to adopt them;
You know how to use data and analyse customer behaviour to understand their usage (actions taken, health score) and solve problems and identify areas for improvement (NPS, CSAT);
You will be familiar with customer management software (Planhat, Intercom).
You’re an experienced manager
You’ve managed managers and scaled a team in a contexte of high growth.
You’ve proved to be great at hiring A players.
How we work
Ambition: We’re looking for highly ambitious people who want to fight to change things. We will always encourage you to dare.
Trust & Ownership: Joining Tomorro means wanting to have responsibility. It means wanting to grow and make the company grow quickly.
Having fun: Finally, we do all this in a good mood :)
Tomorro is also
An international, close-knit and ambitious team with shared values.
Attractive remuneration package with BSPCE plan for all employees.
A flexible remote policy: if you want to work from Berlin for a week, no problem.
MacBook, monitor, headset and all the other accessories you need to work in the best possible conditions.
Central, spacious offices in the heart of Paris, with restaurants and other nice places nearby.
Gymlib sports membership to keep you in top shape.
Swile meal vouchers (€10 face value), soft mobility reimbursement and first-class health insurance.
Monthly afterworks and dinners, plus two seminars a year with the whole team (Marseille ☀️🇫🇷, Tignes 🎿🇫🇷, Tunisia 🏜️🇹🇳, Saint-Antonin-Noble-Val 🧗♂️🇫🇷, Megève 🎿🇫🇷).
- A 30-minute call to introduce ourselves, tell you about Tomorro and see if our respective expectations are compatible.
- A technical interview with Antoine (CEO), Anne-Thaïs (Lead Customer Success) and Grinny (Lead Customer Onboarding). We know your time is precious and we’ve designed a case that won’t take up too much of your time.
- A 3-hour interview with Antoine (CEO) and Thibaut (CRO) to discuss the job, your experience and your expectations in detail.
- Drink Team🍹: Because it’s also great fun to chat about anything and everything like good old friends, we’re inviting you to come and have a drink with the team.
- Reference calls.
Contracts have remained unchanged for 30 years.
Their content has simply been moved from a sheet of paper to a computer screen and companies have had to adapt, using everyday tools due to a lack of suitable equipment.
Because they are at the heart of business and business relationships, Tomorro reinvents contract negotiation with a collaborative and intuitive experience.
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The perks & benefits
Up to 1-2 days at home Reduction of working time (RTT) Cooptation bonus
9 My status
Not available
I don't want to be contacted by recruiters.
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