Who are we?

Our mission

With Solteo, we want to give every chance to building electrification by supporting those on the front lines: installation companies.

⚡ Produce its own electricity from solar, heat with a heat pump, charge its vehicle, store: building electrification is the primary decarbonization lever. Photovoltaics leads the way — according to Xavier Piechaczyk of RTE: “photovoltaics has great potential, but we need to accelerate quickly”

👷‍♂️ The availability of installers is slowing down this acceleration. These limited professionals often waste time on the organization and management of increasingly technical projects. In solar alone, they have 4 million homes to equip by 2030!

💻 Solteo is the electrification project organization platform that helps installers manage their time and projects, regardless of the equipment installed. Our first metrics: 75% time saved, +30% conversion, and happy users!

A word from the CEO

“Entrepreneurship is the most effective way to make an impact! That's why we chose the energy sector, and particularly electrification. We are shaping tomorrow's world, the world of decentralized renewable energies: step by step, project by project. We are accelerating this transition and, above all, we are making it possible. What is certain is that we feel useful, our product is popular and quickly becomes indispensable to our users.
Joining Solteo means knowing how to listen and remain attentive to the feedback from our clients and our market, because they are the ones shaping Solteo's trajectory! This product is primarily theirs!” — Manon

And this position then?

The role

As a Customer Success Lead (Permanent Contract), you will be responsible for the organization, structuring, and success of our Customer Success team.

Solteo currently has 1000 installation companies using the platform daily.

Our clients are mainly VSEs/SMEs in the construction sector, sometimes reluctant to adopt digitalization, and who spend most of their time in contact with their clients or on-site. Hence the importance of efficient customer support and adapted communication, to answer their questions, train them, and introduce them to our new services!

We have divided the CS department's activity into 2 areas:

• onboarding and support: user training, onboarding follow-up, ticket resolution, product feedback.

• commercial follow-up: managing renewals, anticipating churn, identifying upsell opportunities, in coordination with the Sales team.

You will obviously not be alone, and will be the manager of a team of 2 people (to start, and the team will follow our growth): 2 CSMs, responsible for support and commercial animation.

As Customer Success Lead, you will own the objectives of the CS department. It will be up to you to lead your team and optimize your processes, in coordination with the COO and the CEO.

Missions and responsibilities

1. Support and onboarding:

   • Structure ticket processing, which is currently handled intuitively.

   • Industrialize onboarding and account activation with effective, scalable formats.

   • Qualify field feedback and transmit it to the Product team.

   • Ensure the promotion of new features and their adoption.

2. Commercial:

   • Manage renewals

   • Reduce churn by implementing account health monitoring and actions triggered by these signals.

   • Detect upsell opportunities and liaise with the Sales team.

   • Pay special attention to our few key accounts or important partners.

3. Cross-functional:

   • Segment accounts (by size, importance, etc.) and create tailored support journeys.

   • Automate customer relations and user skill development.

   • Strengthen the use of AI at the core of CS and support operations.

   • Ensure the skill development and continuous training of CSM team members.

Your objectives:

⭐ 0 to 1 month
Understand the product and the work of our installers. Handle tickets yourself and participate in onboardings. Meet about twenty clients. Take charge of your team

⭐ 1 month to 6 months
Account segmentation and health monitoring in production. Implementation of renewal rituals and upsell processes. Organized ticket processing with deadlines met.

⭐ >6 months
Manage retention and expansion based on your own indicators. You propose the next steps: tools, recruitments, new programs.

The skills we are looking for

• Experience: 3+ years of experience in an Ops, CS Ops, Account Management, or operational project management role. You have experience in a start-up/scale-up.

• Skills: You know how to envision and implement processes (scoring, segmentation, playbooks). You are comfortable with numbers (product usage, cohorts, activation, etc.)

• Interpersonal skills: You are empathetic, solution-oriented, and comfortable in discussions, both verbally and in person, via video conference with everyone, especially those in field professions!

• Proficiency with Tech Tools: Good command of automation, CRM, and customer communication tools (Claude, Notion, Brevo, Hubspot...).

• Rigor: Structured and analytical mind, with a sense of detail.

What would be a plus

• You already have team management experience.

• You are familiar with the energy, solar, or construction (BTP) sectors.

• You have already worked with a sales team on renewal or upsell topics.

• You have an entrepreneurial spirit: we love that!

But Solteo also means...

• A lively and energetic professional environment, where taking initiative is not only appreciated but also rewarded.

• The chance to perfect and enrich your knowledge in a growing and meaningful sector.

• Offices located in the heart of Paris, with several other solar start-ups

• A diversity of captivating projects, offering the opportunity to collaborate with diverse clients. You won't get bored!

We also promise you a caring, welcoming, and stimulating team atmosphere. And of course, plenty of team events!

Recruitment process

• 📞 Screening call (20 min): to discuss your CV and expectations for the role.

• 🤝 Fit/Motivation interview via video call (1 hour): to discuss your background and motivations with Alexandre

• 🎯 Technical interview with Corentin (Chief of Staff and ex-CS lead) (1 hour): practical scenario-based case.

• 🕵️‍♂️ Reference check (Ref call).

• 🍽️ Team lunch: friendly meeting with the founders and the entire Solteo team.

Job details

• Permanent Contract - Full-time

• Paris 17th arrondissement

• Start date: as soon as possible

• Compensation: based on experience

Find Jobs in France on Arbeitnow