Directeur Customer Success / Director of Customer Success
About The Position
We are looking for a customer-oriented, strategic, and tech-savvy Director of Customer Success to lead and scale our Customer Success function globally. In this key role, you will be responsible for the vision, performance, and structure of the Customer Success team, while remaining close to the field and to strategic customers. You will work closely with the Product, Sales, Finance, and Executive teams to ensure strong adoption of the Botpress platform, long-term retention, and measurable value creation for our customers, from individual developers to large international enterprises. This is a 100% in-person role. It offers no remote work flexibility. This requirement is non-negotiable and is a disqualifying criterion. We firmly believe that strong leadership, fast collaboration, and a culture of excellence are built every day, on site.
Requirements
- 7+ years of experience in Customer Success, Account Management, Solutions Consulting, or an equivalent customer-facing role
- Proven experience managing a Customer Success team
- Strong experience in a SaaS, PaaS, or B2B tech environment
- Demonstrated ability to drive adoption, retention, and customer growth
- Excellent communication, leadership, and influencing skills
- Comfortable with technical products and complex environments
- Strong work ethic and sense of responsibility
- Ability to thrive in a fast-paced, demanding, and high-growth environment
- Fluency in English
Nice To Haves
- Experience with generative AI and conversational AI
- Background in a high-growth startup or scale-up
- Strong product mindset and sharp customer focus
- Familiarity with AI agents, chatbots, LLMs, or automation platforms
- Ability to combine high standards, empathy, and a solution-oriented mindset
Responsibilities
- Manage, coach, and scale a team of Customer Success Managers
- Define clear objectives, performance indicators (KPIs), and standards of excellence
- Recruit, onboard, and develop Customer Success talent
- Instill a culture of ownership, rigor, and results orientation
- Define and lead the global Customer Success strategy: onboarding, adoption, retention, and expansion
- Structure customer journeys by segment: SMB, mid-market, and enterprise
- Implement scalable processes adapted to rapid growth
- Lead renewal, churn reduction, and upsell/cross-sell strategies
- Step in on strategic accounts and complex or high-stakes situations
- Act as a trusted advisor to customer decision-makers
- Translate technical and strategic concepts into concrete business value
- Ensure a deep understanding of the platform and advanced use cases
- Be the voice of the customer internally and influence the product roadmap
- Work closely with Product, Engineering, and Sales teams
- Contribute to the continuous improvement of Customer Success tools, workflows, and systems
- Provide customer analyses and insights to the executive team
Benefits
- Eligible for an annual performance bonus based on the achievement of business objectives, including customer retention, customer growth, and overall company performance.
- 4 weeks of paid vacation
- Eligibility for group insurance after the probation period
- Access to a telemedicine service after the probation period
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
