Interim Customer Success Lead

Job Description

✨ In a nutshell

Our Head of Customer Success left the company. We want to take the time to better define our needs before replacing her full-time.

In the meantime, we need someone to join us as fast as possible as an Interim Customer Success Lead in order to fix the 2 main problems we have:

• Onboarding: we have too many companies stuck at the onboarding stage (because they have not connected their HR Management System with Figures, they have not imported their employees or they have not mapped their data).
• Data quality: having accurate, qualitative, and verified data is super important for our value proposition. We need help auditing the potential discrepancies we find in the data, suggesting action plans and improve our ongoing quality audit processes.

🛠️ Your role

We’ll expect you to make a quick audit of the current situation in order to understand where the problems come from, find the solutions to solve them, define short-term actions and make sure we fix the problems (by fixing them yourself or by helping the team fix them). You will also be the owner of the relationship with other teams (Sales, Marketing, Product), for example to push features that could ease the onboarding.

We’ll expect you to be super hands-on in finding the problems and the solutions. Regarding fixing the problem, we want you to be able to do it yourself, but we believe it will be more orchestration work with the team (make sure the problem is solved by the team).

🧩 What we look for

We are open to different profiles:

• Former Customer Success Lead / Head of Customer Success who switched to consulting
• Senior Customer Success Individual contributor (super analytical and hands-on) who has led projects around onboarding
• A person with a strong background in Ops (rather than CSM), as long as they also have customer success experience (a lot of the solutions will rely on reaching out to clients, so this person needs to be versed in that)

In any case, we want the person to have:

• At least 5 years of experience (senior level and above).
• BtoB experience (ideally in SaaS).
• Experience with SMBs & onboarding clients at scale.
• Early-stage startup experience (Seed / Series A; 20-80 employees) and/or experience with building the CS function or client onboarding from scratch.
• Strong experience with onboarding topics (onboarding users at scale; having implemented client onboarding processes).

Skills we are looking for:

• Data-driven & good Excel skills
• Able to understand a problem quickly
• Hands-on and scrappy (minimalism). Able to iterate fast and find solutions quickly.
• Strong ownership & accountability
• Great collaboration skills with other teams (Sales, Marketing, Product)
• Fluent or native level in English

🌍 Location, compensation & timeline 💰

• Based in Europe: CET or GMT (UK) timezone
• Daily rate: between €500 & €700 / £400 & £600 depending on profile (but we’re open to being challenged depending on profile)
• Start date: ASAP for probably 2 months (in any case, not after the end of April). If everything works well and the person is willing to join us in a permanent role after 2 months, that’s an option we have in mind (but it’s really not a requirement).
• Part-time is possible: at least 3 days a week (ideally 4 days)

🔮 About us

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.

With 1000+ clients across Europe as of today, we can safely say that we found our Product Market Fit.

Our goal is now two-fold:

• Cement our position as the main European compensation benchmarking product for start-ups & scale-ups.
• Expand our product from pure benchmarking to compensation management as a whole.

Here is a short video about our mission 👇