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Senior Platform Adoption & Care Lead - CDI - Paris - F/H/X
Deepki
CDIHybrideSenior (6–10 ans)
À propos du poste
Deepki, a leading French B2B SaaS platform for building energy performance management, is seeking a Senior Platform Adoption & Care Lead to drive customer success and platform adoption from our Paris headquarters. In this strategic role, you will be the primary point of contact for our international clients, ensuring seamless onboarding, continuous user enablement, and exceptional support. You'll conduct comprehensive training sessions, proactively identify and resolve technical issues, and work closely with our product team to translate customer feedback into actionable improvements. This position offers significant leadership opportunity—mentoring a growing Customer Care team while establishing gold-standard processes and documentation for our international expansion. You'll act as a bridge between customers and product, gathering structured insights that influence our roadmap and drive long-term user stickiness. Your strategic problem-solving will focus on identifying recurring patterns and designing scalable solutions that elevate the entire customer experience. This role demands passion for data and technology, exceptional communication across multiple channels, and a proven ability to transform customer friction into growth opportunities. If you're energized by customer-centric leadership, enjoy complex problem-solving in a SaaS environment, and want to directly impact how buildings optimize their energy performance globally, this is your opportunity to make a meaningful impact at a rapidly growing company.
Vos missions
- Serve as primary point of contact for end-user enablement, platform improvement, and issue resolution for international clients
- Provide exceptional customer service by addressing client questions and technical issues through multiple channels
- Conduct comprehensive training sessions and workshops on platform features, functionality, and best practices
- Proactively identify and troubleshoot platform-related issues, collaborating with cross-functional teams for timely resolutions
- Gather client feedback and translate it into structured, data-driven insights for product team consideration
- Contribute to creation and improvement of internal processes with focus on international deployment
- Mentor and coach Customer Care or Customer Success team members, fostering knowledge-sharing culture
- Maintain accurate records of client interactions and support tickets in CRM systems
Profil recherché
- 3+ years of experience in Customer Care, Implementation, or Customer Success in B2B SaaS environments
- Demonstrated ability to drive platform adoption and achieve long-term user stickiness
- First experience managing or coaching a Customer Care or Platform Adoption team
- Proven track record of collaborating closely with Product and Engineering teams
- Strategic problem-solving skills with ability to identify patterns and design structural improvements
- Excellent communication and interpersonal skills across multiple channels
- Passion for data, technology, and energy-related topics
- Fluency in English; French proficiency a strong plus
Un plus si vous avez
- Experience in international customer support or global deployment
- Knowledge of building energy management or sustainability topics
- Familiarity with CRM systems and documentation tools
- Background in SaaS product strategy or customer insights
- Experience with technical onboarding or implementation processes
Compétences clés
SaaSCustomer SuccessPlatform AdoptionB2BLeadership & MentoringEfficacité énergétiqueCustomer CareProduct FeedbackInternational SupportDocumentation
À propos de Deepki
Deepki
ESG Data, Immobilier durable
201 – 500 employésParis, France
Deepki est une plateforme SaaS de data ESG dédiée à l'immobilier, permettant aux propriétaires et gestionnaires d'actifs de collecter, analyser et piloter les indicateurs environnementaux de leurs portefeuilles. Fondée à Paris en 2014, l'entreprise d'environ 300 collaborateurs a levé 400 millions d'euros et compte parmi ses clients TotalEnergies, AXA, BNP Paribas Real Estate et des collectivités publiques en France, au Royaume-Uni, en Allemagne, en Espagne et en Italie.