Customer Success Manager (English/French speaking)

About Crownpeak 

At Crownpeak, we provide a cutting-edge, composable Digital Experience Platform (DXP) that helps global enterprise and retail organizations enhance their digital presence and drive growth. 
Our platform enables the rapid creation of tailored digital experiences through the combination and orchestration of best-in-class content marketing tools, resulting in powerful customer 
engagement and long-term loyalty.  

Our solution is unique in that it’s designed to streamline and accelerate marketing and IT workflows, allowing teams to efficiently deliver and manage end-to-end digital experiences to any touchpoint, device or channel from the start, faster than ever before.  

Our mission is to revolutionize the digital landscape for global enterprises and retail organizations. We do this by providing a customizable and composable platform that seamlessly blends speed, simplicity, and adaptability in crafting unique, accessible digital experiences that align with the evolving needs of their customers. Our ultimate goal is to drive customer satisfaction and loyalty through unparalleled digital experiences. 

Our vision is to transform the digital realm by crafting a platform that embodies speed, simplicity, and adaptability. We aim to empower businesses to effortlessly respond to the ever changing demands of their customers, promoting inclusivity through exceptional digital experiences.  

Join us and make an immediate impact in the digital world. 

What’s the role? 

As a Customer Success Manager at Crownpeak, you will be responsible for managing a portfolio of customers under the customer success framework. The Customer Success Manager (CSM) is responsible for managing key accounts, ensuring customers obtain maximum value from their systems, managing customer and internal teams, provide high level merchandising and program management of projects and ensuring full engagement with all touchpoints. The CSM is also responsible for the renewals within their portfolio, identify sales opportunities, maintain relationship with our partners and actively participate in demonstrations and presentations. 

What will you do?   

Manage key accounts:

• Develop and maintain an active relationship with our key accounts
• Introduce Roadmap and vision and new products at existing customers
• Align all team resources around customer’s vision
• Contribute to the Roadmap alignment & input
• Manage a portfolio of customers and drives best practice sharing from across customer base
• Act as a Single point of contact
• Understand customer goals and ambitions and act as a trusted advisor to help align tools and use of best practice to achieve customers’ strategy
• Own engagement/success plans and scorecard
• Perform customer “health checks”
• Advise customers on best practice for data gathering & the importance of quantitative 
  analysis, measurement & feedback
• Responsible for renewals and capacity upsells within account portfolio
• The role also incorporates aspects of technical consulting up to a point where a WO will be necessary – details of billable time will be discussed on a case-by-case basis together with the Director of Customer Success and the Director of Professional Services. 
  

Program / Project / Account Management

• Plan & prioritise projects and tasks with customers & internal project teams
• Assist in defining approach to achieving customers strategy & goals
• Be commercially aware of the scope of work & ensure delivery within budget
• Ongoing awareness and mitigation of risks
• Manage, coordinate and guide project and internal teams
• Conduct regular Services Reviews for their customers. 
  

Identify opportunities

• Expand market share through increase penetration of existing customers
• Focus on the business side of installed base customers, identify business drivers and needs
• Position the company as a long-term strategic partner
• Organize and deliver product presentations for customers with the assistance of product specialists
• Identify and define the right business proposition for their customers
• Monitor product implementation cycle. 

Who are you? 

We don't believe in ticking boxes here at Crownpeak. 
Here are a few skills that we feel would make you successful in the role, but we’d still love to 
hear from you if you feel you’d be a great fit. 

• You have 3+ years of SaaS experience
• You have 3+ years relevant experience in Customer Success or Account Management
• You must be a fluent or native speaker of French. 
• You build strong positive relationships with clients and colleagues
• You have exemplary written and verbal communication skills coupled with unparalleled 
  follow up skills
• You are known for being a team player
• You have a high level of intellectual curiosity
• You have a successful track record of managing multiple priorities and initiatives 
  concurrently. 
  

Our Culture  

We offer competitive salaries, great colleagues and excellent benefits. 
We strive for success, are always pushing to do better, and work with pride and purpose 
together. You can see them in action in all aspects of our everyday work. 

Today we are a 350+ team headquartered in the US with offices in Colorado, London, Paris, 
Amsterdam, Dortmund, Sofia and Sydney. 

Check out more about life as a Crownpeep on Linkedin and Instagram @crownpeak. 

Crownpeak is proud to have a widely diverse team. We are committed to creating an inclusive 
environment where everyone, whoever they are, feels comfortable to be themselves and each 
person is valued for their skills, experiences, and unique perspectives. 
Crownpeak celebrates all talents. All of our positions are open to people with disabilities and 
we give them the means and opportunity to express all of their skills. 

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