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Goodays (ex-Critizr)
Goodays (ex-Critizr)

Senior Customer Success Manager (Strategic Accounts)

Permanent contract
Lille
Salary: Not specified
No remote work

Goodays (ex-Critizr)
Goodays (ex-Critizr)

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The position

Job description

Critizr is one of the fastest-growing, most exciting tech start-ups operating today. We have offices in London, Paris and Lille, and backing from some of the world’s best venture capital firms. We have clients in more than 30 countries.

Critizr provides a SaaS solution which enables retailers and brands to put the customer at the heart of their business, starting from their local teams. Today, thousands of retail professionals use Critizr to understand and engage in conversations with their local customers across all channels. 

Our primary investors, including 83North, have an impressive track record of investment including companies like AirBnB, DropBox, Zendesk, LinkedIn, Mirakl, JustEat, Facebook. We currently employ over 80 people, and our team has been doubling year over year. 

About the position

Critizr is looking for a Senior Client Success Manager to join our Strategic Accounts team. As a Senior CSM, you will be responsible for :

 - Gaining a deep understanding of Strategic customers organisation and their business challenges,

- Delivering exceptional strategy and business support to our strategic clients and key stakeholders,

- Delivering value and showcasing the impact that Critizr brings to their business

- Maximising adoption and driving revenue growth into our strategic accounts.

We are looking for someone who’s willing to make an impact! And as we’re growing fast, you’ll adapt and grow with us, taking on new challenges and responsibilities in your role.

What will your main responsibilities be?

  • Discover and influence the client's internal metrics to drive adoption and maximise the impact of the “customer obsession” program and ensuring the client knows how to achieve and measure those results
  • Advise on strategies and tactics to transform and create a healthy “Customer Obsession” program
  • Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively transform and develop “customer obsession” programs
  • Help your clients realise the value that Critizr brings to their business
  • Provide guidance and consulting for best practices and ROI analysis for clients to gain the most value from their programs with Critizr
  • Manage client lifecycle across a portfolio of named Strategic accounts
  • Using tools and troubleshooting techniques and exercising good judgement in decision-making to routinely deliver exceptional client support
  • Help key stakeholders understand the value they are receiving from Critizr
  • Manage client health by identifying, documenting (health score, maturity and adoption levels,…) and working with multiple teams to mitigate risk and increase client satisfaction

    • What skills and background are we looking for?

  • Significant experience with account management with strong attention to revenue growth and retention, ideally with another SaaS or e-commerce/retail platform
  • Excellent relationship building skills with key stakeholders and proven experience cultivating productive executive champion relationships
  • Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with Critizr products/services
  • Ability to articulate value propositions, compel clients and internal stakeholders to act and to hold them accountable to their commitments through joined success plans
  • Demonstrated ability to manage multiple strategic accounts concurrently and efficiently through defined account management strategy and methodology
  • Outstanding oral and written communication skills both in English and French
  • Customer Experience/Marketing/E-commerce program management experience preferredBachelor’s degree and a minimum of 8 years of work experience in a client services or account management role managing Fortune 1000 clients

    • What personal qualities and soft skills are we looking for?

  • You are ambitious, independent, organized and a team-player
  • You love new technologies and are looking to participate in a fast-growing sector

    • What Critizr offers you?

    - A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

    - A great team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

    - Fun and challenging working environment with significant opportunities for career growth and development (Did you know we’re ranked in top 100 of EU tech start-ups?)

    - An international environment

    - Attractive salary package including excellent pension, health insurance and life insurance

    - Open and inclusive working environment including flexible hours and parent-friendly options

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