Head of Customer Success

Spiko; Paris; Hybride; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Stock Options

Health Insurance

Office in Paris & London

Remote work up to 2 days / week + 1远周

Monthly perk budget

Transport support

Résumé du poste

Spiko is seeking a Head of Customer Success to lead and scale our rapidly growing CS team. You will drive onboarding, care, and API support, ensuring a Tier-1 experience as we expand globally from thousands to tens of thousands of customers.

In this leadership role, you will set KPIs, design AI-powered workflows, and curate knowledge bases. You will partner with Product and Compliance to align the roadmap while maintaining regulatory standards.

Qualifications

• 5+ years in Customer Success or Operations leading teams in fast-paced B2B environments.
• Systems thinker: automate before doing manually; proficient with CS tools like Intercom or Zendesk.

Responsabilités

• Build & scale the CS team from 3,000 to 100,000+ users.
• Define and own KPIs for customer satisfaction and operational excellence.
• Pioneer AI-driven operations; deploy automation and LLM-powered workflows to scale support.
• Own internal/external knowledge bases for real-time product insights.
• Collaborate with Product and Compliance to act as the Voice of the Customer.

Connaissances

CS Leadership

B2B Ops

French & English

Outils

Intercom

Zendesk

Description du poste

Our Mission

Money sitting idle is money lost. We're fixing that.

Founded in 2023 by Antoine and Paul-Adrien, Spiko gives businesses, non-profits, financial advisers, and fintechs access to institutional-grade cash management, via app or API. We are building the full infrastructure: issuing, operating, and distributing the products ourselves.

Two years after launch, we serve thousands of organizations across Europe and process hundreds of millions of euros in flows every month. Netherlands is one of our priority markets for the next phase of growth.

Our ambition: become the world's leading treasury management infrastructure in a market worth trillions.

We are backed by Index Ventures, the CEO of Revolut, the founder of Kyriba, and the CTO of Wise.

Spiko runs on excellence, transparency, and straight talk.

The role: Head of Customer Success

We are looking for the next leader of our Customer Success team. This role reports to our co-founder Antoine.

Our Customer Success team is responsible for the customer experience as soon as they enter the onboarding funnel. Their goal is to make their experience as smooth as possible given the set of regulatory constraints we operate in (in terms of anti-money laundering and financial regulations).

The CS team is responsible for 3 main workstreams:

• Overseeing account approval for our new customers, following our internal KYC rules and handling the sometimes necessary back-and-forth with the customer during onboarding.
• Owning customer care, over our different support channels.
• Handling high-touch onboarding and customer support for our API users (partners who embed Spiko on their platform)

Your missions

As our Head of Customer Success, you will:

• Build & Scale the Team: Opportunity to shape CS from day one - recruit, mentor, and lead a high-performing CS team as we scale our user base from 3,000 to 100,000+.
• Define Success Metrics: Establish, track, and own the KPIs that define customer satisfaction and operational excellence.
• Pioneer AI-Driven Operations: Design and deploy best-in-class automation and LLM-powered workflows to scale support capacity without linear headcount growth.
• Curate Strategic Knowledge: Own our internal and external knowledge bases, ensuring partners and team members have real-time access to accurate product insights.
• Collaborate with Product and Compliance: Partner closely with Product and Compliance teams, acting as the "Voice of the Customer" to directly influence our product roadmap.

Requirements (must-haves):

• Experience: 5+ years in Customer Success or Operations, with a proven track record of leading teams in fast-paced B2B environments.
• Systems Thinker: You are obsessed with efficiency. You would rather build a permanent automated solution than perform a manual task twice. Proficiency with tools like Intercom or Zendesk is essential.
• Customer-Obsessed: You are a relentless advocate for a "Tier-1" experience. You are equally comfortable navigating high-stakes meetings with CFOs as you are optimizing low-touch flows for high-volume segments.
• Communication: You are fluent in French and English, with the ability to simplify complex financial concepts for any audience.

Nice to have:

• Fintech Expertise: Prior experience in financial services or a high-growth Fintech environment.
• Technical Literacy: Comfort working with API documentation and technical integration workflows.

What we offer

• Compensation: Competitive package depending on experience + Stock Options
• Offices: in central Paris & London
• Remote work: up to 2 days per week and one full remote week per month
• The best tech for your job: latest-generation laptops and industry-leading software
• Health insurance: 100% covered by Spiko
• Monthly Budget to cover different perks of choice
• Transport: 50% of public transport pass covered or the Forfait Mobilités Durables (FMD)
• Referral Bonus
• Social life: regular afterworks and biannual offsites

Our hiring process

1. Screening Interview - 30 mins
2. Hiring Manager interview - 30 mins with
3. Business Case: To work on at home and present online or in person
4. Final in-person Interviews with the Founders
5. Reference Check: we'll reach out to your references to gather further insights
6. Offer