Customer Success Team Lead
hace 5 días
Lyon
Descriptif du poste Customer Success plays a central role at Semji. Our clients rely on our platform to drive S/GEO performance in an evolving landscape shaped by AI and generative search. Your mission is to ensure customers not only adopt the platform but fully realize its strategic value. Why Join Us? • A true culture of innovation focused on client performance, • An AI-powered platform, built 100% in-house — no fluff, • A premium positioning on the market with top-tier clients (Qonto, Groupe Seb, L’Oréal, Macif, Leroy Merlin…), • Regular team-building events and one company-wide seminar per year, • One extra week of paid vacation to support a real work/life balance, • €500/year green mobility allowance via Swile, • Flexibility: 2 days/week remote work after onboarding, • Meal vouchers, premium health insurance, quality coffee, and even a beer tap 🍻 Your Mission As the Team Leader of CSM, your mission is to transform Semji’s vision into daily reality for our 500+ clients. You will lead a high-performing team of Customer Success Managers, ensuring they have the tools, coaching, and processes needed to turn users into “Power Users.” You are the guardian of the Customer Journey, focusing on product stickiness and value realization to ensure high Gross Retention (GRR). Key Responsibilities 1. Team Routines & Management (50%) • Performance Management: Lead and inspire a team of 8 CSMs. Conduct weekly 1:1s to review portfolio health, unblock challenges, and track individual KPIs., • Skill Development: Coach your team on “Consultative Success”—moving beyond support to become strategic advisors for SEO Directors and CMOs., • Onboarding & Hiring: Lead the recruitment and ramping up of new CSMs to ensure they reach full productivity quickly. 1. Operational Excellence & Adoption (30%) • Adoption Mastery: Drive the adoption of Semji’s core features, specifically our new GEO (Generative Engine Optimization) and AI Agent tools. Ensure customers quickly reach value through strong onboarding, proactive usage monitoring, and scalable education resources such as Help Center documentation and in-app product tours (Jimo)., • Playbook Optimization: Refine CSM playbooks for onboarding, QBRs, and risk mitigation. Ensure the team follows a standardized, high-quality “Success Plan” for every client., • Data-Driven Management: Monitor product usage and adoption metrics (such as Daily and Weekly Active Users) to identify churn risks and engagement trends., • Voice of the Customer : Build and own a structured feedback loop between the field (CSMs, support tickets, QBRs) and the Product teams. 1. Escalation & Strategy (20%) • Executive Sponsorship: Step into high-stakes client meetings or “at-risk” accounts to provide senior presence and strategic guidance., • Cross-Functional Bridge: Act as the primary link between your team and the Product/Engineering teams to relay feedback on AI features and platform bugs., • CS/AM Synergy: Work closely with the Account Management (AM) team to ensure a seamless handoff between “Value Realization” (CSM) and “Commercial Expansion” (AM). What success looks like after 12 months • Built a strong and autonomous team of CSMs, with clear routines, ownership of portfolio health, and consistent execution of Customer Success playbooks., • Increased product adoption and engagement across the customer base, with more customers actively using Semji’s key capabilities such as GEO and AI-powered features., • Established clear visibility on customer health and risks, through structured processes and dashboards used by the CS leadership team. Profil recherché • Experience: 5+ years in Customer Success within a B2B SaaS environment, with at least 2 years of experience in a lead role., • SEO/Digital Expertise: You have an affinity for Digital Marketing., • Operational Rigor: You love “The Machine.” You are comfortable building dashboards, setting clear KPIs, and holding people accountable to process., • The “Coach” Mindset: You derive more satisfaction from your team’s success than your own individual wins. You are a natural mentor., • Bilingual: Fluent in French and English (written and spoken) to manage both local and international accounts/teams.
