Head of Customer Success H/F

About Cenareo
At Cenareo, we build products to enable communication that people love.
Cenareo combines an Award-Winning, intuitive digital signage solution with robust, forward-thinking expertise that simplifies large screen fleet management, maximises communication impact and accelerates digital transformation. The result is a forefront enterprise solution that reduces time to market, boosts content managers’ creativity, increases fleet operators’ productivity, and improves the ROI, whilst enabling global as well as local access management.

Founded in 2012 by 3 engineers, our solution is used in 30+ countries and we have global ambition, we strongly welcome and encourage multi-cultural and foreign applicants.

The cast
You will join a 30 people team, all passionate about new technologies, film, video and billiards!
With a strong team spirit based on common ambition, achievement, pro-activeness and entrepreneurship, Cenareo offers an exciting and motivating environment, where collective values become core assets for the client or employee's benefit. You will be immersed in a challenging but friendly environment that encourages human inter exchange, mutual assistance, creativity and innovation.

Through the IOT Valley, the largest European IoT B2B ecosystem, Cenareo offers a pleasant working environment from sports and gym facilities and zen rooms, to the famous pool table to the "not-to-be-missed" Frigomeo ;)

We are looking for passionate people who want to be part of something bigger than themselves.
We are looking for people who are eager to learn everyday and share their knowledge with their peers. We think that improvements only happen when we know what went wrong so we have a strong feedback culture where we offer Radical Candor feedbacks.
We are not perfect and don’t look for perfection, we know when we are wrong and try to fix it, we try to create a functional team and are looking for people who share the same desire.
We want to create a real great company, not only a good one.

If this talks to you, you will enjoy the Cenareo journey!

About the role and the team
This is a key senior role within the business, where you will be responsible for leading the Customer Success team to achieve Net Renewal Rate (NRR) targets, whilst also maintaining a high standard of customer interaction throughout the customer journey.
You ensure that Cenareo customers make the best possible use of the Cenareo platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals.
We are customer obsessed.

Our team works cross-functionally with just about every team from Sales to Product to Operations & Support to deliver a unified and world-class customer experience.

You mission at Cenareo

• Lead from the front to support the Enterprise clients past the onboarding phase and throughout their customer journey
• Build a new team of Customer Success Managers and implement effective KPIs and data metrics
• Implement and define processes and strategies to enable the CS team to support clients to maximum potential and optimise retention
• Lead on all aspects of customer success :
• Empower Cenareo customers to improve their digital signage communication and achieve business objectives through the adoption of Cenareo (thanks to KPI with the BI’s support).
• Define and implement the right strategy for your client portfolio to ensure retention and detect upsell.
• Manage risks of churn on your accounts and define the appropriate action plan.
• Conduct the Customer Success Programm for each account (Business Review, calls, Exec meeting, etc).
• Drive adoption, improve customer satisfaction, and cultivate Cenareo advocates to generate new business for the sales team.
• Serve as the internal voice of the customer and advocate for your clients’ needs providing feedback to the other teams (services, support, product management, executive alignment).
• Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives.

Abilities and competences

• You are able to lead, motivate and support a team
• You like to immerse yourself in a new product and master all its features
• You feel good in a challenging and fast-paced working environnent thanks to your strong skills in time and priority management
• You have a strong team spirit with a positive mind-set
• You are used to working with a CRM (Hubspot preferred)
• You are customer centric and have a strong commercial acumen

Qualifications

• You have a previous background in a Head of Customer Success role
• You have track record for managing a customer success team globally
• You are experienced selling SaaS solutions or technical software
• You work with the French market with large Enterprise customers (CAC 40 customers)
• You speak fluent english and a second language would be appreciated

Recruitment process

• Call with the Talent Acquisition Manager
• Visio interview with peers
• Visio or on-site interview with the Head of HR and the CEO