**Who are we? 🚀
PayFit simplifies payroll management and HR processes for SMBs. We have built a fast, intuitive and automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus and what really matters: their employees. Through PayFit, employees have a dedicated access for their payslips and are able to manage efficiently their leave and expense requests. To build such a solution, we have created our own programming language: JetLang. Thanks to JetLang we were able to code Labour Code and collective agreements, and today we continue to add new features.
We have set ourselves a mission to support the digital transformation of HR management through our ever growing range of product features and services. We have a strong presence in France since 2015 and have been quickly growing in Germany, Spain and the UK. More than 3000 companies such as Big Mamma, MinuteBuzz or Sellsy to name a few already trust us. Over 300 PayFiters have already joined the adventure and we have raised 95M€ to keep growing.
Provide our Customer Success teams with optimal conditions to maximize operational efficiency through measurement, KPIs, processes, and tools 🚀
Your missions ⭐
PayFit is looking for a Head of Customer Success Ops to :
➡️ Manage and grow our Global Customer Success Ops Team (4-6 people & growing)
➡️ Partner with our French and international Sales, Customer Success and Product teams to help scale our high-growth business.
Scope & responsibilities 💡**
As a problem solver, you will help build and improve our Global Customer Success workflow efficiencies, data, and metrics.
You will be working highly cross-functionally with a focus on Customer Onboarding, Customer Care, Customer Growth and Data.
Proactively identify bottlenecks in the existing process and find ways to reduce them to make the Customer Success machine go faster
You will Define the Short and Mid Term Customer Success Ops roadmap together with our VP Customer Success, Local Heads of Customer Success and Customer Success Ops team.
Manage and grow Individual and talented Customer Success Ops
Develop and publish reports, dashboards, presentations and tools to help Sales, Customer success and Product teams in consistently tracking activities to business results
Keep our CRM and support tools optimized and relevant
Analyze data and leverage insights to identify problems, build solutions, and track successes
Create and maintain documentation on Customer Success processes, policies, and relevant training materials
Participate in building the future of the global Customer Success organization