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Head of Customer Success - logiciel SaaS B2B - Transports et mobilité - Job Opportunity at RATP Dev

Paris, France

Full-time

Senior

Posted: July 29, 2025

Hybrid

EUR 50,000 to 60,000 per year

Benefits

Comprehensive healthcare coverage with company-provided mutual insurance offering financial security and peace of mind for employees and their families

Daily meal allowance of 9€ through Swile card providing convenient dining options and reducing personal food expenses

90% public transportation subsidy significantly reducing commuting costs and supporting sustainable mobility practices

Comprehensive professional development programs designed to enhance skills and accelerate career progression in the rapidly evolving mobility tech sector

Flexible remote work policy after onboarding period enabling optimal work-life balance and productivity

Key Responsibilities

Lead and develop a dynamic Customer Success Management team of 3 professionals, driving strategic customer retention initiatives and fostering organizational growth through effective talent management

Establish and maintain industry-leading customer satisfaction standards while optimizing customer relationship processes to ensure maximum client value realization

Design and implement comprehensive training programs for team members, building organizational capabilities and ensuring consistent service excellence across all client interactions

Drive strategic account management initiatives including profitability analysis, executive steering committees, and high-level client visits to strengthen business partnerships

Oversee complex technical deployment projects including data source integrations and system updates, ensuring seamless customer experience and operational excellence

Maintain operational integrity of SaaS platforms while ensuring data reliability and system performance meet enterprise-level standards

Identify and execute upselling opportunities to drive revenue growth while gathering critical customer feedback to inform product development strategies

Collaborate with cross-functional teams including Data Analysts to resolve technical challenges and optimize customer solutions

Requirements

Education

Master degree (bac+5)

Experience

At least 5 years of experience

Required Skills

Project management experience in transportation sector Experience with transport operators or organizing authorities Software editing experience with strong data and transport components Good level of English Excel proficiency Excellent listening and communication skills Autonomy and anticipation abilities Team work capabilities Strong project management competencies Previous management experience would be a plus Rigor, analytical and synthesis capabilities Communication and pedagogical skills Dynamic, voluntary, and open-minded approach CSM experience in urban transport software companies would be a plus Good understanding of data challenges in urban transport sector Fluent in English and French

Sauge AI Market Intelligence

Industry Trends

The urban mobility sector is experiencing unprecedented digital transformation driven by smart city initiatives, with municipalities increasingly adopting data-driven solutions to optimize public transportation systems and reduce environmental impact. This creates significant demand for Customer Success professionals who can bridge the gap between complex transportation data analytics and practical operational implementation. Artificial intelligence and big data analytics are revolutionizing how transport operators understand passenger behavior and optimize routes, creating a critical need for Customer Success leaders who can effectively communicate technical capabilities to non-technical stakeholders in government and public sector organizations. The global push toward sustainable transportation solutions is driving increased investment in SaaS platforms that help cities and transport operators make data-driven decisions about mobility infrastructure, positioning Customer Success roles as strategic business drivers rather than traditional support functions.

Salary Evaluation

The salary range of EUR 50,000-60,000 is competitive for the Parisian market and aligns well with senior Customer Success leadership positions in specialized B2B SaaS companies. When combined with benefits including healthcare, meal allowances, and transportation subsidies, the total compensation package likely reaches EUR 65,000-70,000 equivalent value, which is appropriate for a role requiring 5+ years of experience and team management responsibilities in the transportation technology sector.

Role Significance

Direct management of 3 Customer Success Managers with potential for team expansion as the company scales internationally. The role involves cross-functional collaboration with Data Analysts, Operations teams, and product development, suggesting influence over 8-12 professionals across multiple departments.

This is a senior management position within the organizational structure, reporting directly to the General Director and serving as part of the executive management team. The role carries significant strategic responsibility for customer retention, revenue growth, and product development direction, indicating high organizational impact and decision-making authority.

Key Projects

International expansion of customer success operations across 30+ cities globally Implementation of enterprise-level SaaS deployment projects for municipal and transport operator clients Development of customer onboarding and training programs for complex data analytics platforms Strategic account management initiatives for high-value public sector contracts

Success Factors

Deep understanding of urban transportation challenges and municipal decision-making processes, as success requires translating complex data insights into actionable operational improvements for public sector clients who often have limited technical backgrounds but high accountability for service quality. Strong cross-cultural communication abilities given the international scope of operations across 30+ cities worldwide, requiring adaptation of customer success strategies to different regulatory environments, cultural contexts, and municipal governance structures. Proven ability to manage complex B2B SaaS implementations with long sales cycles and multiple stakeholders, as transportation infrastructure decisions typically involve extensive evaluation periods and require buy-in from various municipal departments and elected officials. Strategic thinking combined with operational excellence, as the role demands both high-level account management for significant public sector contracts while ensuring day-to-day platform reliability and data accuracy that directly impacts public transportation services.

Market Demand

High demand driven by accelerating digitization of urban mobility solutions and increasing municipal focus on data-driven transportation optimization, with limited supply of professionals combining transportation domain expertise with SaaS Customer Success leadership experience.

Important Skills

Critical Skills

Transportation industry expertise is absolutely essential as success requires deep understanding of operational challenges, regulatory requirements, and decision-making processes within municipal and transport operator organizations. Without this foundation, even excellent Customer Success professionals struggle to build credibility and effectively communicate value propositions to transportation industry stakeholders. Data analytics comprehension and communication abilities are crucial for translating complex big data insights into actionable recommendations for non-technical municipal decision-makers. The ability to bridge technical capabilities with practical operational improvements directly impacts customer satisfaction and retention in this specialized market. Public sector relationship management skills are vital given the unique characteristics of municipal customers, including longer decision cycles, multiple stakeholder approval processes, political considerations, and high accountability for public service quality that differs significantly from private sector B2B relationships.

Beneficial Skills

Project management certification (PMP or Agile) would enhance credibility when managing complex municipal technology implementations that often involve multiple departments, extended timelines, and significant public scrutiny of technology investment decisions. Additional language capabilities beyond English and French would support international expansion efforts and enable more effective relationship building with municipal clients across diverse markets where CITiO operates its 30+ city network. Smart city or urban planning knowledge would provide valuable context for understanding broader municipal technology strategies and positioning CITiO solutions within comprehensive smart city initiatives that increasingly drive transportation technology adoption decisions.

Unique Aspects

Rare combination of transportation domain expertise with cutting-edge AI and big data capabilities, creating significant competitive moats in a market where pure technology companies often struggle with transportation operational complexities

Direct access to RATP Dev's extensive network of municipal relationships and operational expertise, providing unique market insights and customer development opportunities not available to independent SaaS companies in the mobility space

Focus on public sector and municipal clients requires specialized customer success approaches different from typical B2B SaaS, including longer implementation cycles, complex stakeholder management, and public accountability considerations

International scope across 30+ cities provides exposure to diverse regulatory environments and transportation challenges, offering exceptional professional development opportunities in the growing global smart city market

Career Growth

Typical progression to executive roles within 3-5 years given the specialized nature of transportation domain expertise and the rapid growth trajectory of the mobility technology sector, with potential for accelerated advancement as smart city initiatives drive increased demand for proven leaders.

Potential Next Roles

Chief Customer Officer or VP of Customer Success at larger mobility technology companies as the urban transportation sector continues consolidating around major platforms General Manager or Country Director roles for international expansion of mobility SaaS companies seeking to replicate successful models across different markets VP of Operations or Chief Operating Officer positions at growing transportation technology companies where deep customer understanding becomes critical for scaling operations

Company Overview

RATP Dev

CITiO operates as a subsidiary or partnership entity within the RATP Dev ecosystem, leveraging the credibility and market presence of one of Europe's largest public transportation operators while maintaining the agility of a technology startup. The company combines deep transportation operational expertise with advanced data analytics capabilities, positioning it uniquely in the competitive landscape of mobility technology providers.

Strong competitive position due to association with RATP Dev's established relationships with municipal authorities and transport operators worldwide, providing credible market entry and customer trust that pure technology startups often struggle to achieve in the conservative public transportation sector.

Significant international footprint with operations across 30+ cities globally, indicating successful product-market fit and scalable business model, while maintaining headquarters in Paris provides access to European smart city initiatives and proximity to major transportation industry decision-makers.

Dynamic startup environment balanced with the stability and resources of a major transportation conglomerate, offering employees the excitement of rapid growth and innovation while benefiting from established industry relationships and financial backing, with emphasis on flexible work arrangements and professional development.

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Head of Customer Success - logiciel SaaS B2B - Transports et mobilité - Job Opportunity at RATP Dev

Benefits

Key Responsibilities

Requirements

Education

Experience

Required Skills

Sauge AI Market Intelligence

Industry Trends

Salary Evaluation

Role Significance

Key Projects

Success Factors

Market Demand

Important Skills

Critical Skills

Beneficial Skills

Unique Aspects

Career Growth

Potential Next Roles

Company Overview

RATP Dev

Data Sources & Analysis Information

Job Listings Data

Sauge AI Market Intelligence