This position is no longer available.

Customer Success Manager

Permanent contract
Paris
Salary: Not specified
Starting date: February 28, 2023
A few days at home
Experience: > 3 years

Powens
Powens

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Questions and answers about the job

The position

Job description

As a CSM, you are in charge of customer retention and usage development when the customer is live on production.

Your missions:

  • Be the reference contact for customers for project follow-up, and to ensure the transmission of information internally and externally.

  • Analyze the end user experience and propose improvements, assist the client for end user adoption and analyze the traffic and usage ramp-up.

  • Analyze results and performance KPIs, especially customer satisfaction. Carrying out periodic health checks to avoid churn.

  • Develop a customer loyalty strategy to reduce churn.

  • Share with customers additional or new features that will be helpful to grow their business.

  • Identify additional needs that could lead to upsell / xsell opportunities

  • Organize and manage steering & project committees

What we offer:

  • Attractive package

  • 100% online health insurance (Alan),

  • 25 holiday days + a minimum of 10 RTT days per year,

  • Flexible remote working policy and IT equipments at your disposal,

  • Swile meal ticket card (11€ per day),

  • Office in the center of Paris (rue Beaubourg),

  • Corporate events: team building, company parties, annual seminar …

  • Friendly working environment in the center of Paris: Nintendo Switch, pastries…


Preferred experience

  • 3 to 5 years minimum of experience as a Customer Success Manager, in a SaaS software company (preferably a technical platform) or in an IT company
  • Customer oriented with good communication skills, previous customer contact experience is a must
  • Fluent English (written and spoken), another European language is a plus
  • Comfort establishing credibility with key customer decision makers & influencers
  • Needs and customer satisfaction oriented
  • Methodical and rigorous
  • Previous experience in Fintech/Digital Banking is a plus

Recruitment process

  • HR phone interview
  • Online interview with the Chief Revenue Officer
  • Case study
  • Cultural fit with the Head of Sales

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