VP Customer Success

Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including E.Leclerc, Dominos Pizza, Credit Agricole, Kingfisher, Sonepar, and EssilorLuxottica. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.

As a subscription-based SaaS company, Customer Success plays a central role in ensuring our clients continuously derive value from our platform and in shaping the future of our product through their insights.

Our VP Customer Success will be instrumental in strengthening client relationships, driving long-term value, and scaling a high-performing team.

Key Responsibilities

Own and grow client relationships

• Act as the executive owner of key client relationships, ensuring 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 for complex customer situations

Lead and scale the Customer Success organization

• Lead, mentor, and grow an international team of Customer Success leaders and managers
  Manage and nurture our existing client base

• Define and implement a scalable Customer Success strategy aligned with company ambitions

• Establish clear performance metrics and a data-driven operating model

• Foster a strong customer-centric culture across the team

Enhance key moments of the customer journey

• Strengthen critical phases of the customer experience such as adoption, engagement, renewals, and advocacy

• Improve processes, tools, and automation to increase efficiency and impact

• Equip the team with the right methodologies and assets to deliver consistently high value

Be the voice of the customer internally

• Capture and structure customer feedback to influence product and company strategy

• Partner closely with Product and Go-to-Market teams to align roadmap and client needs

• Bring a strong customer perspective into strategic discussions

Requirements for the role :

• 8+ years of experience leading a Customer Success organization 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 with the ability to operate both strategically and at the frontline when needed

• Excellent communication skills, with 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

• Fluency in French and English

• Experience in Market Research, Customer Experience (CX), or Voice of Customer (VoC) platforms is a strong plus

What Goodays offers you

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

• A great and diverse team of professionals who are talented, fun, supportive, open, communicative, and who you can learn from and share with

• Fun and challenging working environment with significant opportunities for career growth and development

• An international environment

• Attractive salary package including excellent pension, health insurance, and life insurance

• Open and inclusive working environment, including flexible hours and parent-friendly options