Global head of Artist Experience & Success
Singulart · Paris, Île-de-France, France
- On site
- Full-time
- €100,000 / year
- Paris, Île-de-France, France
Job highlights
- Lead artist customer success strategy and execution.
- Manage 8,000 artists across 80+ countries.
- Improve retention metrics and deploy AI.
- Manage and upskill a 6-person team.
- Collaborate cross-departmentally for optimization.
About the role
About Singulart
Founded in 2017, Singulart is a SaaS-enabled marketplace dedicated to empowering fine artists. Today, our team is composed of 80 people and 25+ different nationalities! In November 2021, we secured a €60 million Series B fundraising, the most successful in the history of the cultural sector! On a daily basis, we work hard to strengthen our mission: empowering artists by connecting them with the global art world and providing the expert support they need to succeed.
Driven by a human mission, we share diversity and equity in our DNA. We value ownership, collaboration, adaptability, and the sense of urgency. We believe that all together we are able to move forward, so join our creative, international team and let’s empower artists together!
Mission
Own the Customer Success strategy and execution for our SaaS product (artist side).
Customer Success at Singulart
The Customer Success manages the artists using our SaaS product: 8,000 artists from 80+ countries, 6 people under management operating in 5 languages (EN, FR, DE, ES, IT).
Core Responsibilities
- Design and drive a top-class customer support for artists.
- Define, monitor and improve key retention metrics.
- Make productivity gains by deploying AI.
- Collaborate with other departments (product, sales etc) to optimize Customer Success metrics.
- Manage and upskill a team composed of 6 juniors.
- Work directly with SaaS Director on strategic planning.
Preferred Experience
- 2+ years leading a Customer Success department (in a SaaS is a plus).
- Proven record of designing and scaling Customer Success processes + management.
- Passion for customer success: genuine care for clients.
- Great execution skills: hardworker and hands-on.
- Data-driven mindset with experience tracking KPIs and optimizing performance.
- Leadership skills: able to coach a small team while being hands-on.
- AI adopter.
- Fluent English. Any other language is a plus.
Key skills/competency
- Customer Success
- SaaS
- Artist Management
- Team Leadership
- AI Implementation
- KPI Tracking
- Process Optimization
- Retention Strategies
- Strategic Planning
- Customer Support
Skills & topics
- Global Head of Artist Experience
- Customer Success Manager
- SaaS
- Artist Empowerment
- Art Marketplace
- Team Leadership
- AI
- KPI Management
- Retention Strategy
- Customer Support
How to get hired
- Tailor your resume: Highlight your experience in SaaS Customer Success, team leadership, and AI adoption, aligning with Singulart's mission.
- Showcase your passion: Emphasize your genuine care for clients and your data-driven approach to improving customer satisfaction and retention.
- Prepare for interviews: Be ready to discuss your experience in designing and scaling Customer Success processes and managing teams, including a business case.
- Demonstrate leadership: Highlight your ability to coach and upskill junior team members while maintaining a hands-on approach.
- Research Singulart: Understand their mission to empower artists and their recent €60 million Series B funding.
Technical preparation
Familiarize with SaaS customer success platforms.,Study AI applications in customer support.,Prepare to analyze retention metrics.,Understand data visualization tools.
Behavioral questions
Describe a time you improved retention metrics.,How would you onboard new artists to SaaS?,Discuss your leadership style with a junior team.,How do you foster collaboration across departments?
Frequently asked questions
- What is the primary goal of the Global Head of Artist Experience & Success at Singulart?
- The primary goal is to own and execute the Customer Success strategy for Singulart's SaaS product, focusing on empowering artists and improving their experience and success on the platform.
- What kind of experience is crucial for the Global Head of Artist Experience & Success role at Singulart?
- We are looking for candidates with over 2 years of experience leading a Customer Success department, ideally within a SaaS environment, with a proven track record in process design, scaling, and team management.
- How does Singulart utilize AI within its Customer Success operations?
- Singulart aims to make productivity gains by deploying AI within its Customer Success operations to enhance efficiency and potentially improve artist support and engagement.
- What are the key performance indicators (KPIs) that the Global Head of Artist Experience & Success will focus on?
- Key focus areas include designing and driving top-class customer support, defining and improving retention metrics, and collaborating with other departments to optimize overall Customer Success metrics.
- What is Singulart's mission, and how does it relate to this role?
- Singulart's mission is to empower artists by connecting them with the global art world and providing expert support. This role is central to that mission by ensuring artists have a successful experience with the SaaS product.
- What is the team structure for the Customer Success department at Singulart?
- The Customer Success department is managed by the Global Head of Artist Experience & Success and includes a team of 6 junior members operating in multiple languages.
- Does Singulart offer opportunities for professional development for the Head of Artist Experience & Success?
- Yes, the role involves managing and upskilling a team of juniors, suggesting a focus on leadership development and continuous improvement within the Customer Success function.
- What is the interview process for the Global Head of Artist Experience & Success position at Singulart?
- The interview process typically includes an HR call, a manager interview, a business case assessment, and a final founder interview, followed by reference checks.