Directeur Customer Success / Director of Customer Success

Full-time

Botpress Technologies Inc.

Description
English will follow.
Nous recherchons un·e Directeur(rice) Customer Success orienté·e client, stratégique et à l’aise avec la technologie, pour diriger et faire évoluer notre fonction Customer Success à l’échelle globale.
À ce poste clé, vous serez responsable de la vision, de la performance et de la structuration de l’équipe Customer Success , tout en restant proche du terrain et des clients stratégiques. Vous travaillerez en étroite collaboration avec les équipes Produit, Ventes, Finance et Direction afin d’assurer une adoption forte de la plateforme Botpress, une rétention durable et une création de valeur mesurable pour nos clients, des développeurs individuels jusqu’aux grandes entreprises internationales. Ce poste est un rôle 100 % en présentiel. Il n’offre aucune flexibilité de télétravail. Cette exigence est non négociable et constitue un critère éliminatoire. Nous croyons fermement qu’un leadership fort, une collaboration rapide et une culture d’excellence se construisent au quotidien, sur site.
Heures de travail : 40 heures par semaine
Horaire : Temps plein
Lieu : 400 Boulevard de Maisonneuve Ouest (200)
Prime: Admissible à une prime annuelle de rendement basée sur l’atteinte des objectifs d’affaires, notamment en matière de rétention de la clientèle, de croissance de la clientèle et de la performance globale de l’entreprise.
Vos responsabilités
Leadership & Management
Manager, coacher et faire évoluer une équipe de Customer Success Managers
Définir des objectifs clairs, des indicateurs de performance (KPIs) et des standards d’excellence
Recruter, onboarder et développer les talents Customer Success
Instaurer une culture d’ownership, de rigueur et d’orientation résultats
Stratégie Customer Success
Définir et piloter la stratégie globale de Customer Success (onboarding, adoption, rétention, expansion)
Structurer les parcours clients selon les segments (SMB, mid-market, enterprise)
Mettre en place des processus scalables adaptés à une croissance rapide
Piloter les stratégies de renouvellement, de réduction du churn et d’upsell/cross-sell
Relation client & expertise produit
Intervenir sur les comptes stratégiques et les situations complexes ou à fort enjeu
Agir comme conseiller·ère de confiance auprès des décideurs clients
Traduire des concepts techniques et stratégiques en valeur business concrète
Garantir une compréhension approfondie de la plateforme et des cas d’usage avancés
Collaboration transverse
Être la voix du client en interne et influencer la roadmap produit
Travailler étroitement avec les équipes Produit, Engineering et Sales
Contribuer à l’amélioration continue des outils, workflows et systèmes Customer Success
Fournir des analyses et insights clients à la direction
Description
We are looking for a customer-oriented, strategic, and tech-savvy Director of Customer Success to lead and scale our Customer Success function globally.
In this key role, you will be responsible for the vision, performance, and structure of the Customer Success team , while remaining close to the field and to strategic customers. You will work closely with the Product, Sales, Finance, and Executive teams to ensure strong adoption of the Botpress platform, long-term retention, and measurable value creation for our customers, from individual developers to large international enterprises.
This is a 100% in-person role . It offers no remote work flexibility . This requirement is non-negotiable and is a disqualifying criterion. We firmly believe that strong leadership, fast collaboration, and a culture of excellence are built every day, on site.
Hours of work: 40 hours per week
Schedule: Full-time
Location : 400 Boulevard de Maisonneuve Ouest (200)
Bonus : Eligible for an annual performance bonus based on the achievement of business objectives, including customer retention, customer growth, and overall company performance.
Your responsibilities:
Manage, coach, and scale a team of Customer Success Managers
Define clear objectives, performance indicators (KPIs), and standards of excellence
Recruit, onboard, and develop Customer Success talent
Instill a culture of ownership, rigor, and results orientation
Customer Strategy
Define and lead the global Customer Success strategy: onboarding, adoption, retention, and expansion
Structure customer journeys by segment: SMB, mid-market, and enterprise
Implement scalable processes adapted to rapid growth
Lead renewal, churn reduction, and upsell/cross-sell strategies
Customer Relationships
Step in on strategic accounts and complex or high-stakes situations
Act as a trusted advisor to customer decision-makers
Translate technical and strategic concepts into concrete business value
Ensure a deep understanding of the platform and advanced use cases
Collaboration
Be the voice of the customer internally and influence the product roadmap
Work closely with Product, Engineering, and Sales teams
Contribute to the continuous improvement of Customer Success tools, workflows, and systems
Provide customer analyses and insights to the executive team
Requirements
7+ ans d’expérience en Customer Success, Account Management, Solutions Consulting ou rôle client équivalent
Expérience avérée en management d’équipe Customer Success
Expérience solide en environnement SaaS, PaaS ou tech B2B
Capacité démontrée à piloter l’adoption, la rétention et la croissance client
Excellentes compétences en communication, leadership et influence
À l’aise avec des produits techniques et des environnements complexes
Forte éthique de travail et sens des responsabilités
Capacité à évoluer dans un environnement rapide, exigeant et en forte croissance
Maîtrise de l’anglais
Expérience avec l’ IA générative et l’ IA conversationnelle
Parcours en startup ou scale-up à forte croissance
Forte culture produit et sens aigu du client
Familiarité avec les agents IA, chatbots, LLMs ou plateformes d’automatisation
Capacité à allier exigence, empathie et orientation solution
Requirements
7+ years of experience in Customer Success, Account Management, Solutions Consulting, or an equivalent customer-facing role
Proven experience managing a Customer Success team
Strong experience in a SaaS, PaaS, or B2B tech environment
Demonstrated ability to drive adoption, retention, and customer growth
Excellent communication, leadership, and influencing skills
Comfortable with technical products and complex environments
Strong work ethic and sense of responsibility
Ability to thrive in a fast-paced, demanding, and high-growth environment
Fluency in English
Experience with generative AI and conversational AI
Background in a high-growth startup or scale-up
Strong product mindset and sharp customer focus
Familiarity with AI agents, chatbots, LLMs, or automation platforms
Ability to combine high standards, empathy, and a solution-oriented mindset
Benefits
4 semaines de congés payés
Admissibilité aux assurances collectives après la période de probationAccès à un service de télémédecine après la période de probation
Benefits
4 weeks of paid vacation
Eligibility for group insurance after the probation period
Access to a telemedicine service after the probation period

Contact : View email address on jobs.jobcopilot.com

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Vacancy posted 12 hours ago

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