Offer summary

Qualifications:

2+ years of experience in a customer-facing role, preferably in SaaS or software companies., Basic understanding of SQL and ability to analyze complex customer needs., Strong English communication skills, both written and spoken., Customer-focused with excellent interpersonal skills and attention to detail..

Key responsabilities:

Onboard and train new clients to ensure successful adoption of the SaaS solution.

Manage a portfolio of key accounts, addressing risks and ensuring customer satisfaction.

Collaborate with sales and marketing to support renewals, expansions, and create success stories.

Monitor customer engagement metrics and manage support cases to enhance customer experience.

Job description

We are looking for a Customer Success Manager to join our company in EMEA. To succeed in this role, your main KPI is to make sure customers are successful with our SaaS solution, which translates into upsells and minimal churn. You will report directly to the Head of Customer Success and work in a global team.

Your responsibilities

Onboard and train new clients
Maintain the customer portal, being able to create and update articles of interest related to DESelect
Manage a customer portfolio, being responsible for the partnership with key accounts, ensuring their adoption and responding to risks
Collaborate closely with sales to support pilot customers, renewals, and expansion opportunities
Partner with marketing to create customer success stories
Manage NPS surveys and follow-up on engagement metrics to identify customers at-risk
Ensure customer understanding and use of available features so they get the maximum value out of the product
Manage cases logged in the support software (Zendesk)

Requirements

Basic understanding of SQL
Analytical; understand data models and analyze complex customer needs and SQL queries
Listening
Customer-focused, willing to help people
Strong English skills, both written and spoken
A high level of accuracy and attention to detail
Excellent communication and interpersonal skills
Self-organized (managing your calendar, tasks, emails,..)
Flexible, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic, and with a “can do” attitude
Comfort in a startup environment; we move quickly and wear many hats in a dynamic environment

Required experience:

2+ years of experience in a customer-facing role, as either a Customer Success or Account Manager (in a SaaS or software company preferably)
Proven track record of working in a customer-facing role working with enterprise and corporate clients. Experience working with, and managing, stakeholders and customers.
A thorough understanding of Salesforce Marketing Cloud would be a big plus. This knowledge could have been achieved by using the platform as a user, or as a consultant.

Benefits