Head of Customer Success - Maroc

Ready to be part of the Legal Tech revolution?

As the leading SaaS publisher in Europe, Dilitrust is transforming legal departments worldwide with cutting-edge technology.

Our Impact: From General Meeting reports to AI-assisted contract life management, our teams across France, Spain, Italy, Canada, Mexico, and MEA are the driving force behind our global success. We are pleased to provide daily support to 2,400 customers in 64 countries, with 80% of major listed companies in major markets like Europe, North America and the middle East. 

Our Recognition: Dilitrust has been recognized for offering a positive and stimulating work environment. We are proud to have been awarded the "Happy at Work" and “Tech at Work” label since 2019.

What will you find at DiliTrust?

Innovation: Be at the forefront of legal tech advancements.

Global Impact: Collaborate with diverse teams in an international and multicultural context.

Career growth: Grow and develop within the future unicorn of legal tech.

Stimulating workplace: Experience the positive "Happy at Work" environment.

Your duties :

Reporting to the Chief Customer Success Officer, you will manage a team of  people and oversee the team's growth. As Head of Customer Success  you will:

Customer Success & Retention:

• Ensure customer satisfaction and retention at a global scale.
• Oversee and optimize customer projects, ensuring efficient implementation, on-time delivery, and budget adherence.
• Act as a strategic advisor to customers, helping them maximize the value of our solutions and improve their satisfaction.

Account Growth & Business Development:

• Develop and execute strategies to maximize customer retention, engagement, and account expansion.
• Identify and pursue new business opportunities to support growth and market expansion across Europe.
• Work closely with sales teams to enhance customer acquisition and develop long-term partnerships.

Regional Team Leadership & Performance Management:

• Lead and challenge regional teams in consulting, implementation, support, and customer relationship management.
• Train and mentor teams to improve their skills and overall performance.
• Manage a team, ensuring their professional growth and career development.

Strategic Analysis & Cross-Functional Collaboration:

• Analyze regional performance and provide strategic recommendations to optimize results.
• Collaborate with sales, marketing, and R&D teams to enhance our solutions and align them with market needs.
• Actively participate in the sales process and contribute to product evolution to meet customer expectations.

Profile required:

• You have 15 years of experience including 10 in management
• Strong leadership and winner personality
• Strong business focus (upsell, cross sell, churn, downsell, NRR)
• Experience of complexe Project management
• Highly operational, able to take over, resolve customer situations, provide solutions
• Fluent in Arabic, English and French
• Thorough knowledge of the Maroccan market/customers
• Legaltech experience, ideally CLM and Matter Management

What we offer:

• Join a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada as well as USA, Germany, Dubai and Mexico);
• Our "Telework Charter" guarantees that you can find the right balance between "Onsite" and "Remote";

More info :

Location: Rabat or Casablanca

Seniority : + 15 yrs