Senior Customer Care Director - German speaker

Onepilot; Paris; Sur place; EUR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Hybrid work policy (hybrid, not fully远

MacBook

Annual team offsites

Résumé du poste

Onepilot is seeking a Senior Customer Care Director to lead a portfolio of strategic clients and drive operational excellence across the team. Reporting to Lucas, COO, you will shape the relationship strategy and ensure delivery of outstanding customer support experiences.

You will scale customer support operations, build executive relationships, and mentor Account Managers while partnering with Sales, Operations and Product to push for growth and value.

Qualifications

• 7+ years in Customer Support, Customer Success, Operations, or Account Management.
• Experience managing strategic client relationships.
• Proven track record leading high-performing teams.
• Strong analytical and operational mindset.
• Excellent communication and presentation skills.
• Fluent German and English; French is a plus.

Responsabilités

• Own a portfolio of high-value clients and act as their strategic partner.
• Lead QBRs and executive steering committees for key accounts.
• Ensure client satisfaction, retention and long-term account growth.
• Identify upsell and expansion opportunities and collaborate with Sales.

Connaissances

Strategic leadership

Team leadership

Operational excellence

Stakeholder management

Analytical skills

Project management

Communication

German & English fluency

French (preferred)

Description du poste

As part of our growth, we are looking for our next Senior Customer Care Director to lead and grow a portfolio of strategic Onepilot clients.

Reporting directly to Lucas, COO, you will oversee a team of Account Managers and ensure operational excellence across your portfolio. As the senior point of contact for our customers, you will combine strategic account management and operational leadership to deliver outstanding customer support experiences.

Your mission is to scale customer support operations, strengthen long-term client partnerships, and drive sustainable growth while ensuring best‑in‑class operational performance.

1. Strategic Account Leadership

• Own a portfolio of high‑value clients and act as their trusted strategic partner
• Build long‑term executive relationships with key stakeholders
• Lead Quarterly Business Reviews and executive steering committees
• Ensure client satisfaction, retention, and long‑term account growth
• Anticipate customer needs and proactively identify opportunities to create additional value

2. Operational Excellence

• Own and monitor operational performance across your portfolio (SLAs, KPIs, quality, productivity, CSAT)
• Ensure consistent service delivery while maintaining high operational standards
• Analyze performance data to identify trends, risks, and improvement opportunities
• Drive continuous optimization of processes and delivery methodologies
• Partner with Operations, Product, and Support teams to continuously improve customer experience

3. Team Leadership & Development

• Lead, mentor, and develop a team of Account Managers
• Support them in scaling their client portfolios and operational performance
• Foster a culture of ownership, accountability, and continuous improvement
• Coach team members through regular feedback and performance reviews
• Share best practices and contribute to the development of the Operations organization

4. Business Growth

• Identify upsell and expansion opportunities across your portfolio
• Collaborate closely with Sales and Operations to maximize account growth
• Support strategic client onboarding and major account transitions
• Contribute to the evolution of Onepilot’s customer support offering through client feedback and market insights

Qualifications

• 7+ years of experience 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 a hands‑on approach and strong execution capabilities
• Excellent communication and presentation skills
• Fluent German and English; French is also a plus

Benefits

• A pivot role in a fast‑paced environment
• Competitive salary
• Flexible remote policy (hybrid, not fully remote)
• HR review twice a year to support your professional growth
• MacBook; annual team offsites, all‑hands and more!