About Goodays
Goodays (formerly Critizr) is Europe’s leading Customer Experience Management platform, backed by Point Nine at Series B. Founded in 2012, the mission is to make commerce better for everyone, for merchants and customers alike, by helping every company deliver more human, more personal customer experiences every day.
The technology is used in 25 countries by 150+ of Europe’s biggest companies, including E.Leclerc, Domino’s Pizza, Crédit Agricole, Kingfisher, Sonepar and EssilorLuxottica. Goodays is present in 70,000+ business locations and arms the full organisation, from C-suite to frontline, with the tools to deliver value to the customer and the business.
The role
The VP Customer Success is instrumental in strengthening client relationships, driving long-term value and scaling a high-performing team.
Key responsibilities
- Act as the executive owner of key client relationships: long-term success, satisfaction and expansion.
- Help clients unlock the full value of the platform through insights, use cases and data-driven recommendations.
- Drive strong renewal dynamics and identify growth opportunities within existing accounts.
- Lead high-impact client interactions including executive presentations and strategic reviews; act as the final escalation point.
- Lead, mentor and grow an international team of Customer Success leaders and managers.
- Define and implement a scalable Customer Success strategy; set clear performance metrics and a data-driven operating model.
- Strengthen adoption, engagement, renewals and advocacy phases; improve processes, tools and automation.
- Equip the team with the right methodologies and assets to deliver consistently high value.
- Be the voice of the customer: capture and structure feedback to influence product and company strategy; partner with Product and Go-to-Market on roadmap.
Profile
- 8+ years leading a Customer Success organisation in a SaaS environment, ideally in a fast-paced or scaling context.
- Strong track record in driving customer value, retention and expansion.
- Deep understanding of Customer Success as a revenue driver.
- Hands-on leader, able to operate strategically and at the frontline when needed.
- Excellent communication; experience engaging senior stakeholders and navigating complex environments.
- Proven ability to build and lead high-performing teams with high standards and a servant-leadership mindset.
- Strong command of Customer Success tools, processes and scaling best practices.
- Fluent in French and English. Experience in Market Research, CX or Voice of Customer platforms is a strong plus.
What Goodays offers
- A front-row seat with a company changing how multiple industries do business.
- A talented, supportive, international team with significant career growth opportunities.
- Attractive package including pension, health insurance and life insurance.
- Open and inclusive working environment with flexible and parent-friendly options.
