Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 70 nationalities across the world.
In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
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ContentSquare is looking for a passionate Customer Success Manager (CSM) to strengthen its North and Central clients. This role is reporting to the Lead Customer Success Manager, in a fast-growing company, where you will manage a portfolio of Benelux customers and serve as a central point of contact for the customer during the entire life cycle of their usage of the ContentSquare Solution.
As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to ensure that customers achieve their strategic business goals and realize value from their ContentSquare product, ultimately translating into renewal and upsell of the client’s subscription. The CSM will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.
The CSM will be responsible for driving adoption and utilization across their customer base. In this role, the CSM will work closely with cross functional ContentSquare teams (Sales, Product, Customer Services, Marketing, Customer Care, Engineering, etc.) and will be required to build and maintain strong working relationships within those teams and help drive renewals to a successful completion. Ultimately the CSM will own the customer’s post-sales experience and serve as an escalation point for issues that impact the customer’s success.
What you will doLead, manage and participate in activities that drive product adoption, active use, ContentSquare awareness, and customer satisfactionProactively monitor and address customer success issuesContribute to your customer's digital UX strategy and AB test roadmapUnderstand and assess customer requirementsDevelop and maintain a trusted advisor relationship with customer executive sponsors in order for all activities to be closely aligned with the customer's business strategy, allowing the full potential of their ContentSquare Solution to be realizedEstablish and oversee the customer's adoption, training and usage/development of best practices to continually drive incremental value and return on the customer's investmentIdentify and grow opportunities and collaborate with sales teams to ensure growth attainmentDrives regular cadence (call/report/visit/QBR) with customers to report on KPIs, raise awareness of ContentSquare news / events. Shares results & actionable items with cross-functional stakeholders.Drive renewals to a successful completion in close collaboration with SalesContribute in pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with customers to outline expectations, communication rhythm, and how we support customer’s KPIsFollow-up of operations: planning management and coordination of internal services resources (technical, UX, UI and data analysts) during each step of the customer journeyConfiguring and analyzing the customer data on the ContentSquare solutionCreate value by Co-production of analysis and training workshops with the customerBe the voice of the client and provide internal feedback on how ContentSquare’s solution can be improvedWhat you need to succeedMinimum of 2 years in a similar position i.e Customer Success, Account Management, Client ExperienceFluency in English & Dutch (Dutch is not completely mandatory but HIGHLY benneficial) Experience in Post-Sales-Account-Management for subscription based SolutionsBackground and technical experience in Digital SolutionsVery good understanding of the Analytics, A/B test and Data businessesMust be highly self-managed, responsive, with the passion to serve the customerExceptional presentation, written and oral communication skillsVery structured working approach, ability to deal with several different activities in parallelDemonstrable ability to take ownership and act on client goals and objectivesAbility to influence and drive issue resolution with cross-functional teams in a matrix organization,Proven track record in teaming with sales and field organizations to achieve business goals.
Measurement for success would includeGross Retention (renewals) & Net Retention (upsells, expansions / extensions of contracts)Drive Product adoption and Value outcomeSuccessful and timely renewalsWhy you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.
▪️ We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
▪️ Our clients, partners and investors love our industry-leading product.
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
▪️ Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year.
▪️ Work flexibility: hybrid and remote work policies.
▪️ Generous paid time-off policy (every location is different).
▪️ Immediate eligibility for birthing and non-birthing parental leave.
▪️ Wellbeing allowance.
▪️ Home Office Allowance.
▪️ A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours.
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success.
▪️ We offer many benefits in various countries -- ask your recruiter for more information.
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Contentsquare is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, gender expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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