Head of Customer Success Operations

PayFit is hiring!


PayFit digitizes and simplifies payroll management and HR processes for companies. Fast, intuitive and automated, the SaaS solution allows employers to easily manage payroll on its own without any specific knowledge in payroll and save valuable time and money. Employees have access to a dedicated online space for payslips, leave requests, expense report entry and HR data.

Their mission is to support the digital transformation of business’s human resources through a reliable SaaS solution providing a unique experience to its users. They’re starting our expansion beyond France into Spain, Germany and the UK.

So far, 2500 companies trust PayFit such as Big Mamma, Heetch, Nestor and Gameloft. To accelerate their development, they raised €20 million in funding. They have offices located in Paris, Berlin and Barcelona. They are now a team of more than 200 passionate PayFiters!

Job Description

**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.

Your role:

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

Preferred Experience

This job has been tailored for you if... 🦄

• you have a first significant management experience in a fast-paced, data-driven environment,
• you have an outstanding business understanding
• you are self-motivated, with a natural drive and ability to motivate others,
• you are willing to build a dynamic work environment and strive for the success and wellbeing of your team,
• you have a first significant experience in a highly analytical and project-driven environment (Sales/CS Ops, Finance...), SaaS a benefit,
• you have strong empathy skill, a real desire to help others,
• you have excellent verbal and written communication skills in English & in French (another language amongst German, Spanish or Italian a +)
• you are a problem solver and rigorous,
• you are organized with excellent coordination skills,
• you are crazy about solutions and applications, detail-oriented and customer centric with a real ability to understand our operational needs
• you’re a product lover, & Experience in B2B SaaS company is a big +,
• you're a real team player, passionate and innovative people, who want to build a big success story with us!

This role is highly strategic for the future of the global Customer Success organization and will work in close collaboration with the global leadership team. 🚀

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75017)
  • Education Level: Master's Degree
  • Experience: > 5 years