Customer Success Lead / Head of Customer Success

Job Description

✨ The most exciting parts

• Early stage + strong Product Market Fit = 🔥 You’ll be part of an early-stage fast-growing business. As the person responsible to make our CS team move to a more strategic and proactive Customer Success function, you will have a key role in making Figures scale and be successful.
• Huge positive impact 🙌 On top of that, we strongly believe in the social impact of Figures - creating transparency & fairness around compensation and reducing market inequalities like the gender pay gap (check out this Sifted article, powered by Figures).
• Great teammates & work environment 🙏🏽 We take our “Why so serious?” value seriously, offer a ton of flexibility, and work a 9-day-fortnight.
• Taking risks means high rewards 🤑 Your equity grant will have a big potential financial upside.

🔮 About us - Fair pay, the simple way

Figures was created in October 2020 by Virgile, who was fed up with not having relevant compensation data for the start-up market in France, which led to endless discussions, negotiations, and therefore tons of internal inequality.

Joined by Bastien quickly after, they tackled this issue by creating the first compensation benchmark product for start-ups & scale-ups in France.

As of today, we are Europe's leading compensation management platform, helping 1200+ companies to make fair and efficient salary decisions.

Our goal is now two-fold:

• Cement our position as the main European compensation platform.
• Continue to expand our product to compensation management as a whole (we just released our new module which allows companies to create, maintain and share their salary bands 🙌).

Here is a short video about our mission & product 👇

🛠️ Your role & responsibilities

Your main goal will be to make our CS team move from a reactive support function to a strategic and proactive Customer Success function.

In order to achieve that, you’ll structure all of Figures’ customer success, onboarding, and support processes, looking to provide the best experience possible in an efficient way.

Key responsibilities include:

• Build Customer Success at scale / a digital CS strategy for SMBs
• Build a mid-market Customer Success approach
• Contribute to building a product-led growth & product-led sales strategy
• People management: build, manage & mentor the CS team (currently, we have 5 people in the team)
• Data quality: make sure we have a robust validation process to ensure the good quality of our compensation data
• Customer feedback: ensure the CS team is the voice of the customer at Figures
• Leadership: build good cross-functional relationships with Sales, Marketing & Product

Even though it’s not an Individual Contributor role, we’ll expect the you to be super hands-on in understanding topics in-depth and finding the problems and the solutions. Most of the time, you’ll own the resolution of the problems by managing other stakeholders (in the CS team or in other teams).

🧩 What we look for

• Lead to Head of level: 5+ years experience in B2B SaaS, including at least 2-3 years successfully managing a CS team.
• Experience with Customer Success at scale / Digital CS.
• Customer Success experience with SMBs (3-10k ACV) & mid-market companies (10k+ ACV).
• Successfully built a CS function from (almost) scratch in a B2B SaaS organisation. Strong people management skills: hiring, managing, mentoring & developing people.
• Has seen the Seed/Series A to Series B journey (1M. to 10M. ARR).
• Has managed a CS team of at least 5 people (ideally has grown the team to 10-15+ people).
• Experience with “complex” onboarding processes where clients need to import and configure their data.
• Experience working with an international team selling into different geographical markets.
• High data literacy: really good at understanding data & very data-driven.
• Alignment with our values: you have a strong sense of ownership, you are pragmatic & you are at ease to give and receive feedback (while not taking yourself too seriously!).
• Fluent or native level English speaker (we are building an international team).
• Based in Europe (or ready to relocate).
• You are comfortable working remotely.

💰 Compensation & Perks 🎁

You can find all details about our compensation policy here.

• On-market salary. We target the market's 50th percentile using data from the best benchmark on the market.

👉🏼 The estimated salary for this role, for someone based in the UK, is between £90,000 and £112,000 OTE (including a £72-90k base salary).

👉🏼 The estimated salary for this role, for someone based in Germany or in the Netherlands, is between €87,000 and €112,000 OTE (including a €70-90k base salary).

👉🏼 The estimated salary for this role, for someone based in France, is between €75,000 and €94,000 OTE (including a €60-75k base salary).

Of course that could be adjusted for any outlier profile!

👉🏼 For people who live outside of the those countries, we adjust the compensation based on our Global Salary Convertor’s cost of labor.

• Above-market equity. We allocate 14% of our company towards employee grants, which is considerably above market practices (the average equity pool size is a bit less than 10%).

👉🏼 0.34% to 0.45% ownership of the company, depending on your seniority level (≈ €1.6-2.2M in case of a €1B exit).

• Company incentive program (profit sharing plan).

👉🏼 We believe in a collective sharing of Figures' success. The purpose of this bonus is to associate employees collectively with the results and/or performance of the company.

👉🏼 The bonus potential is €3,000 under the company-wide bonus scheme.

• Above-market benefits & perks.

We’ve been Flexified, so you can trust that we’re a truly flexible workplace. More details here!

👉🏼 1-month parental leave for the second parent paid at 100% of the salary.

👉🏼 1-month worked part-time (50%) but paid at 100% when returning from maternity leave.

⚠️ Oh, one last thing you should watch before applying👇🏼 😐