Head of Customer Success

Our mission

Founded in mid-2023 by Antoine and Paul-Adrien , Spiko delivers best-in-class cash management products for SMEs, startups, financial advisors and fintechs via an app or API. With end-to-end control over issuance, management, and distribution of these products, we make earning interest on cash effortless.

Our ambition is to build Europe’s leading cash manager, offering an alternative to traditional, sub-optimal banking solutions. The market we are addressing is measured in the trillions of euros.

We are backed by top-tier investors, including Index Ventures, the CEO of Revolut, the founder of Kyriba, and the CTO of Wise.

We cultivate a culture of excellence built on transparency, open feedback, and humility.

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.

Ideal profile

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-Haves:

• 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

• 💰 Competitive package : salary + stock options

• 📍 Office : in the heart of Paris, 2nd arrondissement (Opéra, Bourse, Quatre Septembre)

• 🏡 Remote work : up to 2 days per week and/or one full remote week per month

• 💻 The best tech for your job : latest-generation MacBook and industry-leading software

• 🏥 Health insurance : 100% covered by Spiko

• 🎊 Social life : regular afterworks and biannual offsites

Hiring process

• 45-minute interview via video call or in-person with Antoine, co-founder

• Take-home case study to prepare and present in our offices

• Final interview in person with the founders and key team members. This is about making sure your profile and aspirations align with our culture, mission, and goals

• Reference check : we’ll contact two people you’ve worked with, ideally former managers

Job details

• Permanent contract (CDI)

• Full-time

• Start date: ASAP