Senior Client Success & Operations Director (Hybrid)

Onepilot; Paris; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

MacBook

Team offsites

All-hands events

HR review twice a year

Hybrid work policy

Job summary

Onepilot is seeking a Senior Customer Care Director to lead a portfolio of strategic clients and drive exceptional service. Reporting to the COO, you will oversee Account Managers and align client success with business growth.

You will own strategic leadership, optimize operations across SLAs and KPIs, develop the team, and collaborate with Sales and Product to shape Onepilot’s customer offering. Fluent Dutch and English are required, French is a plus; hybrid work setup in Paris with a

Qualifications

• 7+ years in Customer Support/Customer Success/Operations or Account Management.
• Significant experience managing strategic client relationships.
• Proven track record of leading and developing high-performing teams.
• Strong operational mindset with excellent analytical skills.
• Comfortable managing complex projects and multiple stakeholders.
• Strategic thinker with hands-on execution and strong communication.
• Fluent Dutch and English; French is a plus.

Responsibilities

• Own a portfolio of high-value clients and act as their strategic partner.
• Lead QBRs and executive steering committees to ensure growth and retention.
• Monitor SLAs, KPIs, quality, productivity, and CSAT across portfolio.
• mentor and develop a team of Account Managers.
• Identify upsell opportunities and support client onboarding and transitions.

Skills

Strategic account management

Team leadership

Operations analytics

Stakeholder management

Project management

Communication & presentation

Job description

Onepilot is seeking a Senior Customer Care Director to lead a portfolio of strategic clients and drive exceptional service. Reporting to the COO, you will oversee Account Managers and align client success with business growth.

You will own strategic leadership, optimize operations across SLAs and KPIs, develop the team, and collaborate with Sales and Product to shape Onepilot’s customer offering. Fluent Dutch and English are required, French is a plus; hybrid work setup in Paris with a