Director of Support and Customer Success

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saas.group

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SaaS • Enterprise • B2B

saas. group est une entreprise qui acquiert des sociétés SaaS, avec un accent particulier sur les entreprises bootstrapped (autofinancées). Elle adopte une approche founder-friendly pour améliorer les produits et scaler les équipes, tout en veillant à préserver l’identité d’origine de chaque société. saas. group propose aux fondateurs une stratégie d’exit favorable et accompagnée, en donnant la priorité à l’héritage et à la croissance des entreprises acquises. L’entreprise s’engage dans un processus d’acquisition fluide, avec un minimum d’allers-retours juridiques, en mettant l’accent sur la product-led growth, le soutien de la communauté et la capacité pour les fondateurs d’atteindre la liberté financière. Elle se spécialise dans les PME SaaS avec des modèles de revenus récurrents, avec l’ambition de les hisser au rang de leaders de leur marché.

51 - 200 employés

☁️ SaaS

🏢 Entreprise

🤝 B2B

Description

• Lead customer support strategy and day-to-day service delivery across all customer segments, defining SLAs, escalation paths, and customer workflows that ensure exceptional experience at scale • Collaborate closely with Product and Engineering teams on bug triage and resolution, using customer insights to inform product roadmap decisions and help content development • Scale support operations through intelligent automation, systems integration, and quality assurance programs while maintaining personal touch for enterprise customers • Develop and implement comprehensive customer onboarding programs for product-led growth customers, creating seamless experiences that drive adoption and reduce time-to-value • Design and execute proactive retention strategies including "Save the Account" playbooks, reactivation campaigns, and lifecycle engagement programs to improve customer health scores • Drive net revenue retention improvement across all customer segments, particularly focusing on self-service customers through expansion enablement and upsell identification • Enhance customer health scoring systems and early warning indicators that enable proactive intervention and prevent churn before it occurs • Manage and develop support managers and individual contributors, creating scalable training programs and fostering a customer-obsessed culture with strong accountability • Oversee customer success metrics and reporting infrastructure, tracking CSAT, support NPS, response times, resolution rates, and customer health indicators • Partner with the Growth Team on conversion optimization strategies, using customer feedback and usage patterns to enhance product-led growth initiatives • Curate knowledge management systems and self-service capabilities that reduce support ticket volume while improving customer satisfaction and agent productivity • Lead cross-functional initiatives to improve customer experience across the entire customer journey from onboarding through expansion and renewal

🎯 Exigences

• Bachelor's degree in business, communications, technology, or related field; advanced degree preferred • 7+ years of experience, with at least 3 years in leadership roles in customer success, support operations, or similar customer-facing roles in high-growth SaaS companies • Experience managing both high-touch enterprise customers and self-service product-led growth customer segments with measurable retention improvements • Strong background building and developing customer-facing teams, including support managers and individual contributors across multiple time zones • Experience managing remote and distributed customer-facing teams with focus on scalable processes and cultural development • Demonstrated experience implementing customer success platforms, support tools, CRM systems, and automation technologies in SaaS environments • Deep understanding of B2B SaaS customer lifecycle, health metrics, and customer success metrics and ability to translate data insights into actionable retention and expansion strategies • Excellent communication and collaboration skills with proven ability to work effectively across Product, Engineering, Sales, and Growth teams • Familiarity with technical SEO, web development, or digital marketing tools preferred but not required.

🏖️ Avantages

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like. • Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of independence to solve problems in your own way — with plenty of help from the team when you need it. • Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable. • Small & friendly team: We help each other out, have fun, and joke around. • Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning and expertise with each other internally. • Flexible paid time off: We want you to recharge your batteries when needed. • Learning Budget: We want you to grow your skills so we provide you with a generous budget to use for classes, conferences, books and other learning resources.