Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the US customer-success motion, manage strategic accounts through deployment, adoption, renewal, and expansion, and coordinate post-sales partners around customer outcomes. You will build scalable segmentation, operating rhythms, playbooks, customer-health practices, and team capabilities while partnering with Sales and Product.
Requirements
- Customer Success, Account Management, or post-sales leadership experience
- Experience owning strategic B2B SaaS customers through deployment, adoption, renewal, and expansion
- Experience leading or coordinating multiple post-sales functions
- Experience building or contributing to Customer Success playbooks, operating models, or teams
- Ability to work with technical products and complex customer environments
- Active use of AI tools
- Executive communication
- Stakeholder management
- Customer segmentation
- Account prioritization
- Resource allocation
- Coaching
Responsibilities
- Lead the Customer Success approach for US customers
- Segment customers and determine appropriate engagement levels
- Coordinate post-sales partners around shared customer outcomes
- Create operating rhythms for adoption, customer health, renewals, escalations, and expansion
- Manage a portfolio of strategic and high-complexity accounts
- Lead customers through deployment, adoption, value realization, renewal, and expansion
- Develop success plans tied to business priorities and measurable outcomes
- Serve as the senior escalation point for high-stakes customer situations
- Build scalable post-sales playbooks and customer-health practices
- Coach Customer Success Managers and Deployment Strategists
- Define roles, capabilities, and hiring plans for the US post-sales organization
- Align pre- and post-sales motions with Sales
- Surface customer needs and product gaps to Product
Benefits
- Significant equity package
- Health insurance for employees and dependents
- MacBook Pro or Linux machine, monitor, keyboard, and equipment
- Travel to Paris multiple times per year
- Regular team events and offsites