Your Responsibilities as Customer Success Team Leader!
As the Customer Success Team Leader, you will play a strategic role. You will be responsible for leading and optimizing our Customer Success team, ensuring that our clients receive quality support, achieve successful adoption of our solutions, and enjoy an exceptional customer experience.
Main Responsibilities :
- Supervise a team of Customer Success Managers (CSMs) and Customer Care representatives.
- Ensure the professional development of team members through training, coaching sessions, and regular evaluations.
- Develop and implement a Customer Success strategy aligned with the company’s overall objectives, including client acquisition, retention, and account expansion.
- Drive the execution of the strategy in close collaboration with other departments (Sales, Marketing, Product).
- Work with strategic clients to understand their long-term needs and ensure that the products and services offered meet those needs.
- Establish internal processes, design and manage customer satisfaction surveys, analyze results, and implement corrective actions as necessary.
- Set KPIs to evaluate service performance and the effectiveness of existing processes, then communicate these results to the department director to discuss key issues.
- Achieve collective and individual objectives set in collaboration with the department director.
- Actively participate in inter-departmental meetings to ensure the customer’s voice is heard and that actions taken by other teams align with customer expectations.
- Work with operational teams to improve internal processes that impact the customer experience, particularly regarding data quality, response speed, and service personalization.
Your Profile :
- At least 5 years of experience in a similar role within the SaaS industry.
- Proven skills in team management and leadership.
- Ability to analyze data and draw conclusions to enhance the customer experience.
- Excellent written and verbal communication skills in French and English.
- Strong customer service orientation, analytical mindset, attention to detail, and a proactive approach with the ability to propose solutions.
What We Offer:
Your compensation package includes:
- An attractive base salary
- A vacation bonus
- An annual bonus
As an Executive, you are entitled to 5 weeks of paid vacation per year, as well as additional time off (RTT). You will also benefit from one day of remote work per week. Equadis contributes to your health insurance and covers public transportation expenses.
The position is based in Lyon (Confluence), France, and is offered as a permanent contract (CDI).
Equadis, who are we?
International and multi-market expert in data management solutions for manufacturers and retailers, both for physical products and for e-commerce.Equadis is a dynamic, customer-focused company with over 70 employees, half of whom are dedicated to research and development. Already established in more than six countries (Switzerland, Lebanon, Slovakia, France, Italy and Portugal), Equadis continues to grow exponentially and plans to expand to several European countries and North America.
Our mission:
Enable our customers, more than 14,000 brands and retailers, to collect, centralise, exploit, enrich and distribute all their product data to their external and internal recipients, anywhere in the world, simply, quickly and securely. As the owner of our technology, our SaaS solutions are recognised and certified worldwide.
Thanks to Equadis’ Product Information Management (PIM) solution, our customers gain in productivity and peace of mind.
Our clients: Local and international companies in the food, cosmetics, medical, toy, high-tech, automotive and luxury markets. Examples of brands and distributors who trust us: Unilever, Danone, P&G, Sephora, Ferrero, Chanel, LVMH, Nestlé, Pepsico etc…
Embark on an exciting journey with us!
[email protected]
