💼 About This Role

You'll lead and structure the Customer Success team at Upflow, building a scalable engine for B2B SaaS clients. Your core impact is maximizing merchant value, retention, and expansion while turning customer insights into company-wide decisions. This role offers a unique chance to shape the function from the ground up.

🎯 What You'll Do

• Own end-to-end customer lifecycle from onboarding to renewal and expansion
• Build scalable CS engine with segmentation, engagement models, and playbooks
• Structure customer feedback into actionable insights for Product and GTM
• Lead and develop a high-performance team across EMEA and US regions

📋 Requirements

• 5+ years in Customer Success in B2B SaaS
• Team leadership experience including performance management and coaching
• Proven track record of owning and improving NRR, retention, and expansion
• Data-driven mindset with ability to build metrics, forecasts, and health signals

✨ Nice to Have

• Experience in international environments (EMEA/US)
• Experience with mid-market / complex B2B stack
• Fluent in French

🎁 Benefits & Perks

• 💰 Competitive compensation: 75,000-85,000 EUR OTE + equity
• 🏖️ 35 paid days off
• 🍽️ Meal vouchers
• 💻 Top-of-the-range equipment and great healthcare
• ✈️ Regular offsites with the team

📨 Hiring Process

Estimated timeline: 3-5 weeks

1. 1Hiring Manager interview· 45 min
2. 2Home assignment· unknown
3. 3Home assignment review· 90 min
4. 4Meet the team· 60 min
5. 5Founder interview· 60 min