👋 What is JOY ?

Who we are

JOY was created in 2021 by Privateaser to answer a strong need and demand: provide a new digital tool to bars and restaurants' managers in order to help them with their online bookings.

Launched in 2014, Privateaser gradually became the n°1 website for group bookings in France. After raising 14 million euros to become a trustful company for professionals and private individuals wishing to organise an event, after buying two companies (Youshould and Bizmeeting) and after becoming an international company, we reflected on a new lasting way of supporting bars and restaurants' managers. This is how JOY was born, to help, assist and support our partners everyday with their online bookings. We are dedicated to them, with a new SaaS brand and the ambition of helping people get together and keeping a social link. Our tool was made for them, based on their feedbacks, and is adapted to their needs and constraints.

Our purpose and goals

JOY assists bars and restaurants' managers in developing easily their group bookings. Our goal is to provide them with an intuitive tool that centralises their bookings and helps them increase their turnover. JOY provides online visibility, efficiency and saves time. Our goal is to become their reference tool and support them everyday.

To achieve this goal, our team gathers engineers, content specialists, salespersons, account managers and projet managers who all work together to help managers attract customers in full autonomy, thanks to a reliable tool. We are looking for someone passionate who is determined to facilitate the daily life of our partners!

Every employee at JOY can also be part of the Happiness team, who organises our after work parties, team building weekends, afternoon snacks, and our godmothers and godfathers program... In other words: our very own event organisation!

Head of CSM at JOY

You will be the manager of the CSM (Customer Success Manager) team and will be proactive on you missions (strategy, KPIs, process, human resources, bonus...).

Missions :

• Strategy: You will be in charge of 3 of our main KPIs : NPS, MAU (monthly active user) and churn. Thanks to your expertise in the SaaS business, you will help us define the best strategy (HR, process, speech, pricing etc ...) to reach and maintain a high level for those 3 KPIs. We aim to be in the top 1% of SaaS companies and it will mainly be thanks to these KPIs.
• Management: Today, our CSM team is composed of 3 people (and 2 available positions). We are looking for CSMs with a strong empathic and business profile. You will be in charge of building the best CSM team, will hire the best profiles and make sure they will all gain new skills.
• Structuration: One of our main challenges (like every SaaS SMBs) is to reduce our cost of maintenance per user. That is why we need to work on process and make sure each CSM can manage a portfolio of more than 300 users, thanks to processes and a structuration of all their tasks. The CSM team was created in 2021, everything is yet to be built!
• Data: JOY is a data driven company. In this team, it is especially important to know how to play with figures in order to be autonomous. All decisions need to be data driven.
• Product: You will work closely with our Head of Product. We expect you to be sensitive to these topics, to understand perfectly who are your users and identify their needs and problems. One of our ambition is pragmatism, that is why we also expect you to know what to prioritize, and always try to figure out what are the 20% that will tackle 80% of the problem.
• CODIR: You will be a member of our CODIR (Executive Management Committee) with some other "Heads of" and part of our top management team.