Customer Success Lead

hace 3 días


Barcelona, España Happy Scribe A tiempo completo

.? Our Careers PageHello We're Happy Scribe, a100% bootstrapped and profitable startup, based in Barcelona.We are on a mission to break language barriers globally and bring audiovisual content to all.We are building the #1 Audiovisual Platform by combining state-of-the-art AI with trusted language experts to produce high-quality transcriptions, subtitles, and closed captions at speed.We're 35 people at the moment, and we're building the team thoughtfully and with a lot of care.About the role This is a hybrid role, based in Barcelona.Happy Scribe is office-first, remote-friendly. In other words, we aim to spend about 80% of our time collaborating in person from our beautiful office in Gracia.As our Customer Success Lead, you will grow and lead our post-sale teams, combining our existing Customer Support function with a brand new Customer Success function. Your main priority will be to shape, build, and own our post-sale customer journey, to drive happy customers who retain and grow with Happy Scribe. Key objectives include increasing focus on understanding our customers' goals, identifying a "wow" moment for each customer, and setting a longer-term account plan for our largest customers to drive retention and growth.You will lead your teams to play a critical role in driving customer satisfaction, ensuring that Happy Scribe's post-sale teams are working in a coherent and collaborative manner to deliver outstanding support, guidance, and maximum value to our customers.What you'll do You will collaborate closely with our CEO, André, and cross-functional partners across our business to chart out the Customer Success and Support strategy, roadmap, and pipeline.Here's what the role involves:Building and leading Happy Scribe's post-sale teams - Customer Support and Customer Success - to deliver a cohesive, high-quality customer experience regardless of customer size.Building our Customer Success function from scratch, establishing a clear vision, shaping a repeatable customer journey for Happy Scribe's largest customers, defining processes and metrics, and hiring a world class team.Establishing repeatable processes to guide the full B2B customer journey, including all lifecycle touchpoints from the customer kickoff through renewal and expansion.Developing and managing scalable customer success resources such as onboarding guides, knowledge bases, and training programs.Managing crucial customer relationships and leading strategic meetings with top clients to build strong relationships and drive customer value.Defining clear metrics and KPIs for Customer Support & Success to track, optimize and report on performance.Offering insights and recommendations to the product, marketing, revenue and leadership teams based on customer feedback to drive customer satisfaction, shape product development, and fuel the growth of our business.What you will bring Fluent in French and English


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