Customer Success Manager - French Speaker

Description

The position of Mid Market Customer Success Manager encompasses the vital responsibility of overseeing a portfolio of MM customers in the French region, ensuring their success and brining them to the point of a successful renewal.

The ideal candidate will have a strong understanding of how management processes are conceptualized and executed. They will demonstrate strategic acumen coupled with a proven track record of executing plans with precision, drawing upon their knowledge of project and program management methodologies.

The successful candidate will hold exceptional relationships building skills and will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives, leveraging their background in digital transformation to introduce innovative strategies.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

About The Role

• Develop and execute strategic customer success plans aligned with clients' key business objectives.
• Establish trusted advisor relationships with C-suite and executive leaders to ensure customer success and maximize platform value throughout the customer lifecycle.
• Lead executive business reviews (e.g., EBRs) to track progress, assess outcomes, and refine strategic roadmaps that align with customer goals.
• Lead data-driven conversations to identify opportunities for growth and optimize client outcomes.
• Collaborate with cross-functional teams to address customer challenges, ensuring prompt resolution and ongoing value delivery.
• Anticipate churn risks and proactively implement mitigation strategies, ensuring long-term retention and growth.
• Drive adoption strategies targeting high-value accounts, including change management and expansion initiatives to unlock further customer potential.
• Build and execute account plans that ensure long-term growth, identify opportunities for innovation, and tailor solutions to meet complex enterprise needs.
• Act as the Voice of the Customer, providing insights to internal teams for continuous improvement of product features, go-to-market strategies, and customer success approaches.

Requirements

• 2+ years of experience in a SaaS company as a Customer Success Manager / Account Manager
• Fluency in French and English
• A background in Project Management / Program management / Portfolio management / Digital transformation - Advantage!
• Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a very high-paced environment
• Improve complex issues through analysis and resolution
• Strong quantitative data analysis skills with proven business insight and judgment
• Experience in building relationships with senior business & platform stakeholders.
• Experience helping customers deploy and see the value of the products they have purchased.
• Excellent communication and interpersonal skills
• Ability to consult with customers to help them solve problems and achieve their business goals with monday.com
• Ability to think strategically and execute plans effectively while building long-term relationships with customers
• Succeed in working collaboratively with squads, internal account team, and extended customer’s teams
• Experience working in a global team, for an international company
• Advantage! A background in Project Management / Program management / Portfolio management / Digital transformation
• Excellent written and verbal communication skills.

Social Title

Customer Success Manager

Social Description

We're on a mission to make people work simpler, more productive and enjoyable! Join monday.com and help us make it happen!

About The Team (Internal)

The Enterprise Success Manager will be a part of our growing sales team and will have a meaningful impact on our Key Accounts satisfaction. There are a few things we take really seriously here at monday.com: building an amazing product and providing the best possible service to our customers. Our clients love our product and it is incredibly unique (and fun) to guide them to success using our platform.

Some of the responsibilities of the Role will be:

• Develop and execute customer success plans based on their main business objectives
• Ensure that customers receive the maximum value from their monday.com investment and use their licenses
• Initiate and oversee team’s and departmental projects
• Analyze data to track customer progress and identify areas for improvement
• Stay up-to-date on industry trends and best practices
• Work collaboratively with other departments and teams to ensure customer success
• Work with customers to create new use cases/success stories
• Ensure escalations are resolved quickly, using resources from across the company ecosystem

Internal requirements

• 1.5 -2 years of experience in a client-facing position in monday.com
• Native French speaker
• Superb written and verbal communication skills (Hebrew and English)
• Deep knowledge with monday.com
• Experience working with big amount of clients
• Positive attitude, empathy, and high energy
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• BA or BS degree