Agorapulse is a self-service social media management tool. The two founders are French and the headquarter is based in Paris. Out of the 55 team members, 22 are based in Paris. All other team members are working remotely all across the world. The second biggest country is the US where we have 14 team members.
Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “pro-active” approach with our high-value customers (199$/month and above).
We’ve started to assemble a small customer success team made of team members who have had significant customer support experience. We’ve also started to work on the framework and processes for that new function in the company.
We’re now looking for someone to lead our customer success efforts.
We want that person to be in Paris because, despite most our clients being outside of France, the product team and our head of customer support is in Paris. Being close to them makes a big difference.
The position is based in Paris.
The Head of customer success must have impeccable mastering of the French and English languages. Another European language is a plus.
The Head of customer success will manage a team. As of today, the team is made of 2 full-time team members and 2 part-time team members (they also do sales/support in their region). In the next 12 month, the number of full-time team members will grow to at least 4 full-time team members.
Positioning within the company’s organization
the Head of customer success will initially report directly to the CEO. That may change in the future as we have a hard limit at 6 direct reports and have to adapt as we grow.
She/he will closely collaborate with key stakeholders across the company including:
In order to thrive in customer success, the head of customer success will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in Sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but the training will be the priority in the beginning.
The ultimate goal of The head of customer success is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users’ needs.
Success will be measured by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a better product.
The day to day job
Ensuring the growth of our European markets will require alignment between the following functions:
Promoting new features/modules/add-ons to existing customers. One of our goals moving forward is to increase our ARPA. To get there, we’re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them.