Customer Success Lead

Hello We're Happy Scribe, a100% bootstrapped and profitable startup, based in Barcelona. We are on a mission to break language barriers globally and bring audiovisual content to all. We are building the #1 Audiovisual Platform by combining state-of-the-art AI with trusted language experts to produce high-quality transcriptions, subtitles, and closed captions at speed. We're 35 people at the moment, and we're building the team thoughtfully and with a lot of care. About the roleThis is a hybrid role, based in Barcelona. Happy Scribe is office-first, remote-friendly. In other words, we aim to spend about 80% of our time collaborating in person from our beautiful office in Gracia. As our Customer Success Lead, you will grow and lead our post-sale teams, combining our existing Customer Support function with a brand new Customer Success function. Your main priority will be to shape, build, and own our post-sale customer journey, to drive happy customers who retain and grow with Happy Scribe. Key objectives include increasing focus on understanding our customers’ goals, identifying a “wow” moment for each customer, and setting a longer-term account plan for our largest customers to drive retention and growth. You will lead your teams to play a critical role in driving customer satisfaction, ensuring that Happy Scribe’s post-sale teams are working in a coherent and collaborative manner to deliver outstanding support, guidance, and maximum value to our customers. What you'll doYou will collaborate closely with our CEO, André, and cross-functional partners across our business to chart out the Customer Success and Support strategy, roadmap, and pipeline. Here’s what the role involves:Building and leading Happy Scribe’s post-sale teams - Customer Support and Customer Success - to deliver a cohesive, high-quality customer experience regardless of customer size. Building our Customer Success function from scratch, establishing a clear vision, shaping a repeatable customer journey for Happy Scribe’s largest customers, defining processes and metrics, and hiring a world class team. Establishing repeatable processes to guide the full B2B customer journey, including all lifecycle touchpoints from the customer kickoff through renewal and expansion. Developing and managing scalable customer success resources such as onboarding guides, knowledge bases, and training programs. Managing crucial customer relationships and leading strategic meetings with top clients to build strong relationships and drive customer value. Defining clear metrics and KPIs for Customer Support & Success to track, optimize and report on performance. Offering insights and recommendations to the product, marketing, revenue and leadership teams based on customer feedback to drive customer satisfaction, shape product development, and fuel the growth of our business. What you will bringFluent in French and English. 5+ years of customer-facing experience: You’ve seen what a great Customer Success function looks like and you are excited to roll up your sleeves and build it from scratch. A proven track record working with, retaining, and growing large customers in a revenue-carrying role. 2+ experience in people management. Experience optimizing Customer Support processes based on data and key metrics, balancing efficiency with quality. Exceptional interpersonal and communication skills, enabling you to build relationships with clients and key stakeholders. A pragmatic approach to customer satisfaction, balancing a quality-focused service mentality with opportunities for automation and optimization. Interview ProcessWe see this as a two way process and value the time you invest in considering working with us. We are committed to replying to everyone who applies, giving feedback to everyone we interview, being respectful of your time and giving you all the information you need to be able to make a decision. Step 1 - Screening20-30-minute video call with Todora to dive deeper into your skillset. Step 2 - Technical Interview. Two 45-minute interviews with our CEO Andre and Jonathan, our CX consultant. Step 3 - Values fit interview. 45 minutes with a Co-Founder and someone else from the team, to get to know you better as a person, understand your values, how you collaborate, think, make decisions, and what makes you tick. Step 4 - Meet the team. 90 minutes (split in smaller sessions in the same day). This is not really an interview, it’s an opportunity to meet some of the amazing people you’d be working with to help you know if you want to join our team. Note - you might speak to different people than the ones noted here, but the steps remain the same. In some cases, we might ask for an additional conversation to go deeper into certain topics if we think it can add value. What we offer Competitive salary — our salaries in the top percentiles of the Barcelona startup scene. Equity — By joining the company when the team is so small, you’re helping us set the foundations of our future success. We're asking you to come on an adventure, so if we find a treasure, we want you to get a piece. Have an impact on millions of people — Change how users and language professionals make transcriptions, translations and subtitles. Work with a small team of bright people — When we talk with most people, they have a hard time understanding how we got so far with so few people. Looking at this, we're close in ARR to a typical Series B company, but our ARR per employee is 10x the industry average. A company culture built on trust, autonomy, and independenceInfinite runway, no investment pressure. We are 100% bootstrapped and profitable. Every penny spent comes from happy customers who are paying for a product they value. Many tech companies are laying off staff because they grew too fast and need funding to survive. We prioritised profitability and sustainable growth, and are not impacted by funding shortage. Mental health support — We have partnered withOlivato offer you the best mental health support, from day 1. You can access 1-1 online therapy as often as you need to and it’s 100% confidential. Flexible working hours — Work on the schedule that makes you the most happy and productive. Here's more info. 30 days per year vacation time — To relax and recharge your batteries whenever you need to. €1, 000 per year travel bonus — We live in a distributed world where most people have friends and family spread around the globe. We don’t want finances or distances to get in the way of spending time with the people you care about. This perk will help you stay closer to them. We make it work — Have kids? Live far away? Do you have a non-normative life setup? The thing we care the most about is the team. Once we know we want to work with you, we make it work. In-Person culture — We believe nothing beats the magic of great people working together in person, in and outside of working hours. Expect meaningful, laughter-filled conversations over shared meals, cocktail nights, team-building activities like customised murder mysteries, and more! Beautiful office in Gràcia — One of the best areas in Barcelona. Our offices are much more than just a place to work. We like to see them alive 24/7, filled with friends and creative activities. Want to organise a community event, a breakfast with other designers, developers, etc. ? The place is yours. Take a sneak peek here. Team Retreats — So far we've been to Paris, Mallorca, the Pyrenees, Aran Islands, Dublin, and Sweden, where we had a small island to ourselves! The hardware that you need to be most productive. 1 book/mo + e-learning platforms, conferences or courses of your choice — We truly want you to learn. Private Health Insurance - We have partnered with Alan to best take care of our team both in Barcelona and while they’re on the road, covering half of the full price of the medical coverage. International, English-only speaking environment — We're building an international team and want to create an inclusive environment where anyone can join any conversation at any time, even if it’s just kitchen talk. That's why you'll find Italian, French or Catalan people talking in English to each other. Happy Scribe is an equal opportunity employer. We welcome applications from all people and all walks of life. We believe a diverse team will be key to our success and we strongly encourage applications from under-represented groups in tech and marginalised groups in general: women, people of colour, LGBTQIA+, parents, career changers, refugees, people with disabilities… we want to hear from you!