Remote Customer Success Manager

Summary

Join a fast-growing SaaS startup as a Customer Success Manager (CSM) to ensure customer success and satisfaction in the French market. As a CSM, you'll drive adoption, upsell, cross-sell, and retain customers while working closely with our French and European accounts.

Requirements

• At least 5-7 years of increasingly complex enterprise experience in customer success, account management, or a similar role in the SaaS industry
• Ability to prioritize and manage a large portfolio of accounts (100-200 customers), and consistently deliver on expected engagement activities
• Proven track record of NRR and GRR performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer’s successes
• Native-level French language proficiency. Additional language proficiency is desirable
• Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale
• Excellent problem-solving skills, with a knack for turning complex issues into simple solutions
• Willingness to work in the EMEA time zone

Responsibilities

• Adopt: Drive the adoption of our platform among our diverse client base
• Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow
• Customer Retention: Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction
• Client Escalation Handling: Serve as the primary contact for any significant issues our customers face
• Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions
• Customer Education: Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software
• Collaboration: Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements
• Account Management: Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations

Benefits

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company
• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms