We are looking for a Customer Success Manager to lead a team of five and oversee our Enterprise Accounts. In this role, you will provide daily support to the Customer Success team, organize HR-related matters, and ensure the team's productivity and customer relations are top-notch. As a key contributor, you will implement monitoring tools, maintain high customer satisfaction, minimize churn, and drive loyalty by building strong relationships with enterprise clients. You will report directly to the Director of Customer Success and play an essential role in shaping long-term account strategies and supporting the growth of our portfolio.
ResponsibilitiesManagement of a team of 5 people:Daily support: daily support of CS team members, monthly/quarterly reviews, team training, organization of HR points
Implement the best monitoring for the team
Guarantor of the results of the division: productivity, customer relations, loyalty
Monitoring of the squad’s management KPI's tools (calls, retention, upsells, etc.)
Managing your book of business (Enterprise customers):Manage our Enterprise Accounts (1500 - 15000 MRR)
Navigate complex organizational structures to establish and maintain close relationships that facilitate usage and success with Didomi’s technology
Minimize churn and create customers loyalty
Develop solid relationships with users of our platform on a daily basis
Ensure a high adoption rate (for example with operational and methodological training for key accounts)
Guarantee proof of value for our customers (ROI): reports, calls, meetings, Business Reviews, workshops
Develop a deep understanding of Didomi’s technology to help create best practices for customer success (e.g. support the creation of customer best practices)
Design and present executive business reviews and strategic success plans for key stakeholders to demonstrate how tactical strategies are delivering positive business outcomes
Help to collects feedback, review, study case (ambassadors program)
Be the Customer’s voice for improvement and development of new features
Answers our clients needs, questions, concernsIdentify portfolio development opportunities in partnership with the KAM team
Maintain a very high level of customers satisfaction
Animate in-person meetings with your customers
Project Management : Manage our Enterprise Accounts and the long terme account strategy
Planning management, coordinate internal teams, internal / external communication
QualificationsMaster DegreeExperience providing insights, building relationships with, and driving value to C-Level contacts in B2B environmentExperience building, analyzing, and interpreting customer data to influence stakeholder decision makingClient facing experience within a SaaS software company is requiredSignificant project management experience and/or formal certifications (PMP, Agile, etc)Proven ability to manage multiple projects simultaneously while maintaining strict attention to detailAbility to interact with enterprise customer teams at various levels of technical and non-technical depth within complex large organizationsYou are business fluent in French & English (bonus if you speak Spanish or German)You have excellent communication skillsYou are energetic, enthusiastic, self-motivated, open-mindedLeadership experience and skillsRecruitment processHR Interview with our Senior Talent Acquisition ManagerInterview with our Lead CSM & CSM DirectorA case study to complete at homeA presentation of the case study