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Описание вакансии
Head of Customer Success
Company
Spiko
Conditions
4 days ago
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead customer success operations from onboarding through ongoing support. You will recruit and mentor staff, define KPIs, improve approval and support workflows, deploy automation and LLM-powered processes, maintain knowledge bases, and partner with Product and Compliance to represent customer needs. You will also support regulated KYC processes and high-touch API partner onboarding.
Requirements
- 5+ years of experience in Customer Success or Operations
- Proven experience leading teams in fast-paced B2B environments
- Proficiency with Intercom or Zendesk
- Experience improving operational efficiency through automation
- Ability to manage relationships with CFOs and optimize high-volume customer flows
- Fluency in French and English
- Experience in financial services or a high-growth fintech environment is preferred
- Comfort working with API documentation and technical integration workflows is preferred
Responsibilities
- Oversee account approval for new customers according to internal KYC rules
- Own customer care across support channels
- Handle high-touch onboarding and support for API users
- Recruit mentor and lead customer success staff
- Establish track and own customer satisfaction and operational excellence KPIs
- Design and deploy automation and LLM-powered support workflows
- Maintain internal and external knowledge bases
- Partner with Product and Compliance to represent customer needs
Benefits
- Stock options
- Remote work up to 2 days per week and one full remote week per month
- Latest-generation laptops and industry-leading software
- Health insurance fully covered by Spiko
- Monthly budget for selected perks
- 50% of public transport pass covered or Forfait Mobilités Durables
- Referral bonus
- Regular afterworks and biannual offsites
Hiring Process
Screening interview; hiring manager interview; take-home business case presented online or in person; final in-person founder interviews; reference check; offer.
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