Customer Success Manager

Summary

Join Dailymotion as a Customer Success Manager and play a crucial role in onboarding and supporting Dailymotion Pro customers. You will guide them through the platform, ensure their video strategy is effectively implemented, and foster strong relationships to achieve their business objectives. This role involves mapping out customer goals, auditing platform usage, identifying opportunities, and creating action plans to meet their needs. You will also coordinate with various teams, including Support, Sales, and Engineering, to organize onboarding steps and address customer requirements. Your responsibilities include leading structured onboarding sessions, reassuring and supporting new customers, identifying and addressing customer churn, understanding technical aspects of the platform, managing multiple onboarding processes, monitoring usage, proactively identifying challenges, and providing solutions to optimize customer experience. You will also gather customer feedback and collaborate with internal teams to improve documentation, onboarding processes, and product usability.

Requirements

• You’re fluent in both English and French, confident in both written and spoken communication
• You know how to onboard, reassure, and guide customers in a structured and engaging way
• You can grasp technical concepts and explain them clearly to non-technical users
• You constantly seek new ideas and workflows to streamline your tasks, allowing you to focus on high-impact priorities
• You ask the right questions, dig deeper, and anticipate customer needs and challenges before they arise
• You remain calm and resourceful, always looking for solutions
• You work well with different teams (technical, sales, support) and align efforts to ensure a great customer experience
• You have solid project management skills and can handle multiple customers at different stages of onboarding

Responsibilities

• Lead structured onboarding sessions, ensuring customers understand how to use our platform effectively
• Reassure and support new customers, ensuring they feel valued and have a clear point of contact
• Limit churn by identifying customers at risk and implementing corrective actions
• Understand the technical aspects of our platform to guide customers effectively, escalating issues when needed
• Manage multiple customer onboarding processes simultaneously, collaborating with technical, sales, and support teams
• Monitor usage, proactively identify challenges, and provide solutions to optimize their experience
• Gather customer feedback and collaborate with internal teams to improve documentation, onboarding processes, and product usability

Benefits

• Saving Plan Canal +
• Paternity leave or Coparental leave extended
• Living Employee Culture (Events/Trainings/Parties/All hands,…)
• Career development support (training/internal mobility/compensation cycle/360 feedback review …)
• High-end Health Insurance and Personal Services Vouchers (CESU)
• Paid Time off – RTT and Saving time plan (CET)
• Meal Vouchers – Public Transport and Bike refund
• European Economic and Social Committee (sport membership/cinemas vouchers/gift vouchers/discount)
• Fitness Subscription thanks to our partnership with Gymlib