Reporting to the Chief Customer Success Officer, you will manage a team of people and oversee the team's growth.
Ensure customer satisfaction and retention at a global scale.
Oversee and optimize customer projects, ensuring efficient implementation, on-time delivery, and budget adherence.
Act as a strategic advisor to customers, helping them maximize the value of our solutions and improve their satisfaction.
Develop and execute strategies to maximize customer retention, engagement, and account expansion.
Identify and pursue new business opportunities to support growth and market expansion across Europe.
Work closely with sales teams to enhance customer acquisition and develop long-term partnerships.
Lead and challenge regional teams in consulting, implementation, support, and customer relationship management.
Train and mentor teams to improve their skills and overall performance.
Manage a team, ensuring their professional growth and career development.
Analyze regional performance and provide strategic recommendations to optimize results.
Collaborate with sales, marketing, and R&D teams to enhance our solutions and align them with market needs.
Actively participate in the sales process and contribute to product evolution to meet customer expectations.

You have 15 years of experience including 10 in management
Strong leadership and winner personality
Strong business focus (upsell, cross sell, churn, downsell, NRR)
Experience of complexe Project management
Highly operational, able to take over, resolve customer situations, provide solutions
Fluent in Arabic, English and French
Thorough knowledge of the Maroccan market/customers
Legaltech experience, ideally CLM and Matter Management

Join a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada as well as USA, Germany, Dubai and Mexico)
Our "Telework Charter" guarantees that you can find the right balance between "Onsite" and "Remote"

Head of Customer Success

Key skills