- Company Name
- Leexi
- Job Title
- Head of Customer Success
- Job Description
-
Job Title: Head of Customer Success (Fractional)
Role Summary:
Lead the Customer Success function for a SaaS AI platform, driving process standardization, churn reduction, partner onboarding, upsell growth, and support stack optimization. Operate hands‑on with a team of 8‑10 members, owning key KPI development, automation, and strategic initiatives over a 6‑month fractional engagement (20‑60% effort).
Expectations:
- Deliver measurable reductions in churn and improvements in NPS/AU activation.
- Industrialize CRM and telephony integrations, implement KPIs, and design playbooks that scale.
- Coach and develop the Customer Success team, ensuring consistent high‑velocity execution.
- Foster cross‑functional alignment with Product, Sales, and Partner teams to drive revenue growth.
Key Responsibilities:
- Standardize daily rituals, performance metrics (churn, NPS, activation, TTR, usage), and enable industrialized workflows in Pipedrive.
- Own CRM automation and Cloudtalk telephony integration for efficient ticket handling.
- Design and run onboarding, playbook, and certification training plans for CS staff.
- Implement churn tracking, automated email follow‑up, and a happiness‑measurement system (NPS/CSAT).
- Build partner onboarding cadence, identify lead‑generating partners, and set partner KPIs.
- Structure upsell programs, define KAM/CSM playbooks, and develop signals for upsell opportunities.
- Audit the support stack (Freshdesk/alternatives), establish ticket workflows, SLAs, and automated reporting dashboards.
- Integrate CS insights with Product and Sales for continuous product improvement.
Required Skills:
- 5+ years in Customer Success/Operations for SaaS, ideally in scale‑up settings.
- Proven record in churn reduction, activation, playbook implementation, and upsell programs.
- Hands‑on expertise with Pipedrive (or similar CRM), Freshdesk/Helpdesk, and Cloudtalk.
- Strong KPI and dashboard design, coaching, and execution focus.
- Pragmatic, data‑driven mindset with continuous improvement orientation.
- Fluency in French; professional proficiency in English.
Required Education & Certifications:
- Bachelor’s degree in Business, Marketing, or related field, or equivalent professional experience.
- Familiarity with ISO 27001, EU AI Act compliance, and data sovereignty best practices (preferred).