Directeur Customer Success
Full-time
Botpress Technologies Inc.
Description
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.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
- 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 du français et 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
- 4 semaines de congés payés
- Admissibilité aux assurances collectives après la période de probation
- Accès à un service de télémédecine après la période de probation
Vacancy posted 8 hours ago
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