Head of Customer Success
As the Head of Customer Success at DiliTrust, you will lead a dynamic team dedicated to ensuring client satisfaction and retention on a global scale. DiliTrust is a leading SaaS provider in Europe, transforming legal departments worldwide with innovative technology solutions. With a presence in multiple countries, including France, Spain, Italy, Canada, Mexico, and the Middle East, DiliTrust supports over 2,400 customers across 64 countries, including 80% of major listed companies in key markets.
In this role, you will oversee and optimize customer projects, ensuring efficient implementation, on-time delivery, and adherence to budgets. Acting as a strategic advisor, you will help clients maximize the value of DiliTrust's solutions, enhancing their satisfaction and fostering long-term partnerships. Additionally, you will develop and execute strategies to boost customer engagement, retention, and account expansion, while identifying new business opportunities to support growth across Europe.
The position requires a minimum of 15 years of experience, including at least 10 years in management roles. A strong leadership presence with a focus on business growth metrics such as upselling, cross-selling, and net revenue retention is essential. Experience in complex project management and the ability to resolve customer situations effectively are also critical. Fluency in Arabic, English, and French is required, along with a thorough understanding of the Moroccan market and customers. Experience in legal technology, particularly in Contract Lifecycle Management (CLM) and Matter Management, is highly desirable.
DiliTrust offers a fast-growing, friendly, and international work environment, with offices in various countries, including France, Italy, Spain, Canada, the USA, Germany, Dubai, and Mexico. The company provides a "Telework Charter" to ensure a balance between onsite and remote work. The position is based in Rabat or Casablanca, with a full-time, hybrid contract.