As a Customer Success Manager, part of the Business team, you will collaborate closely with customers and partners as well as members of Kiro’s Business, Product, Data Science, and Engineering teams. Your mission will be to support our clients in achieving their goals while contributing to the growth of Kiro.

In an environment where technology and digital haven’t played all their cards yet, your mission will be at the core of Kiro’s success.

Your role and responsibilities will be:

- Project Management and Coordination

• Plan, structure, and oversee the execution of projects with clients

• Develop project plans, including objectives, resources, budgets, and timelines

• Participate to project steering efforts and coordinate internal teams and external partners

• Identify risks, anticipate obstacles, and propose appropriate solutions

- Client and Stakeholder Relationship Management

• Establish and maintain strong relationships with clients, partners, and users

• Provide personalized support throughout the client or partner lifecycle

• Resolve incidents promptly and ensure customer satisfaction post-resolution

• Monitor and analyze client satisfaction to identify areas for improvement.

- Operational support

• Organize and facilitate training sessions or webinars to support solution adoption

• Collaborate with internal teams (product, sales, marketing) to enhance offerings and customer experience

- Performance Tracking and Reporting

• Develop and monitor customer performance indicators (KPIs)

• Provide regular reports on project progress, successes, and bottlenecks

• Ensure compliance with the contractual terms of clients and partners.

🧑‍🚀 OUR NEXT EXPLORER PROFILE

You could be our next teammate if you have:

• A master’s degree (or equivalent) and at least 3/4 years of work experience

• The ability to work independently, with strong analytical and problem-solving skills, and a keen eye for detail

• A proven track record of collaborating effectively within cross-functional teams, fostering a positive team spirit

• A readiness to embrace new environments and challenges, a proactive attitude, and a commitment to continuous self-improvement

• Experience managing complex projects, preferably in a SaaS or technological environment

• Proficiency in both French and English

1. Screening Call – An initial conversation to understand your background and see if there’s a good fit

2. Technical Interview – A discussion with our team to review a take-home test you will do, and dive deeper into your expertise

3. Cultural Fit Interviews – Two interviews to ensure alignment with our values and team dynamics

4. CEO Interview – A conversation with our CEO