Senior Customer Success Manager - EMEA

Permanent contract
Salary: Not specified
Experience: > 3 years


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The position

Job description

👪 About the Onboarding & Success team

You will be joining Lucile, Elena, Fabiana & Luisa

The team focuses on onboarding our (many) new clients and making sure that they know how to use MakiPeople to its fullest potential. As MakiPeople is gearing up for ever more exciting times, the team is also focusing on setting up our Customer and Candidate department, designing, improving and implementing our onboarding processes and tools.

As our clients renew and are fully set-up, we are building our Customer Success expertise to help them maximise MakiPeople’s impact, increase their satisfaction and help them get the best RoI out of MakiPeople.

💪 About your mission

In this role, you will be responsible for managing and maintaining our customers’ satisfaction and success, and maximising the impact MakiPeople has for them by ensuring they receive top-quality services and support.

More precisely, the role entails the following:

  • Serve as the primary point of contact for MakiPeople’s customers and manage relationships with Enterprise accounts

  • Develop and maintain customer success strategies to ensure customer satisfaction, retention, and growth

  • Work closely with the sales team to identify new business opportunities and develop strategies to grow the customer base

  • Develop and deliver training and support materials to help customers get the most out of our products and services

  • Monitor and analyse customer usage and performance data to identify trends, opportunities for improvement and to maximise the impact of MakiPeople

  • Proactively identify and address potential customer issues before they become major problems

  • Collaborate with cross-functional teams, including product development, marketing, and support, to ensure customer needs are met and issues are resolved promptly

  • Monitor and quantify MakiPeople’s impact on efficiency, time-to-hire, hiring mistakes, employer branding and candidate satisfaction

  • Design, codify and implement MakiPeople’s Customer Success’ processes and tools.

  • Maintain accurate records of customer interactions and ensure customer data is up-to-date in our CRM system

  • Attend industry events and conferences to stay up-to-date on the latest trends and best practices in customer success

Eventually as one of the early employee of MakiPeople, you’ll be be able to shape the future of the team. We share as much ownership on the way we work and on the product itself as we can as we’re convinced our success is 99% due to our team.

Preferred experience

🧞 Our ideal candidate

  • Experience in a similar role working with Enterprise accounts, within a fast-growing startup or B2B SaaS

  • Appetite for solving problems and an analytical mindset with the ability to interpret data and use it to make strategic decisions

  • Drive and ambition - we’re growing fast and expect you to grow along us

  • Entrepreneurial mindset - you have a proactive attitude, enjoy freedom and autonomy and act as an owner

  • Strong customer service and communication skills, with the ability to build strong relationships with customers

  • Demonstrated ability to manage multiple projects and priorities in a fast-paced environment

  • Advanced English

  • Knowledge of French is a plus

A note on diversity @ MakiPeople

“Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.”

🌱  Your progression with us

  • We are still a small team, hence your contribution and results will have a great impact and visibility

  • There are lots of learning and career opportunities. This could be your opportunity to develop your career in autonomy, problem-solving, process design, innovation and client skills.

  • We expect you to be ambitious and to grow as new opportunities arise within the company.

💝 Your benefits

  • 🤩 A competitive salary and generous equity packages

  • 📍  A complete flexible working policy (hybrid, full-remote)

  • 🍽️ Meal vouchers

  • 👨‍👩‍👧‍👧 Team socials (weekly lunch & drinks, quarterly Maki Camps)

  • 🏠  Morning offices located in Paris IX (near Grands Boulevards)

  • ⛑️  A delightful healthcare insurance, with 100% of the contribution covered for you and your family (Alan)

  • 👪  A supportive working environment

  • 💻 Your equipment of choice

Recruitment process

✨ Join us at MakiPeople

Our mission 🔭

We are building a data-driven talent paradigm.

We are on a mission to empower every company to hire bespoke talents, grow them continuously, and build happier, more diverse teams. The first step of our vision is to offer standardised pre-hire assessment tests to identify the best candidates and accelerate hiring decisions, bias-free.

Our values 🎨

We are still very young and our culture is evolving as we grow together. Nonetheless, below are values we identify ourselves with:

  • Power

  • Ambition

  • Vulnerability

  • Enthusiasm!

  • Unity

💫 Our process together

We want to offer the best candidate experience possible by letting everyone apply, ensuring that the process lasts ~3 weeks from the moment you get invited to the first step.

We provide feedback at each round to every candidate, either through our product or with a call from the hiring manager.

  • Step 1: A short assessment on Maki (~20mins) 📂

    This is the occasion for you to discover our product more in-depth and to demonstrate your fit, skills & motivation (~35mins), see below.

  • Step 2: A deeper exploration of who you are (2x 45mins) 👀

    If we believe you may be a good match, we’ll arrange two 45mins structured conversations with 2 members of the team to cover

    • Your experience

    • Other important skills we would have not covered in the assessment

    • Your questions

  • Step 3: Meeting with our co-founders

    We will also make sure that you get a chance to meet with our 3 co-founders to ask them all your questions, including the tough ones.

  • Whenever: 2-3 informal meetups

    Through the whole process, we will additionally let you to schedule a couple 30-minute informal meetings with a few employees. These meetings (online or IRL) will be a chance for you to familiarise yourself with our team, our motivations, and ask questions!

  • Step 5: Your offer 💌

    If we have a match, our founders will send an offer asap.

  • Step 6: Your onboarding 🧑‍🚀

    We will help you through the contract details and make sure you have everything to make an impact. Come and celebrate your offer with the team 🤟

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