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Customer Success Manager

Permanent contract
Sète
Salary: Not specified
Fully-remote

Strapi
Strapi

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The position

Job description

In the digital age, content rules. Production and distribution have shifted from the few to the many. We have all become the media, the media has been marginalized and brands are now broadcasters. Everyone has a story to tell or something to sell. A need to create and connect, post and publish, showcase and share.

So, say hello to Strapi! They exist to fuel the world’s creativity and productivity by unleashing the power of content. So they’ve built the next generation CMS that does exactly that. Across the full lifecycle and the entire stack. It’s open-source. Javascript. Headless. Community first. And free. And will stay that way. Forever.

The User Success team at Strapi is currently looking to add a Customer Success Manager. The new Customer Success will be responsible for being the functional referent during the entire client's journey to create the smoothest onboarding and experience with Strapi.

Location - Remote

Team - Customer Success

Contract type - Full time

🙏🏾 Why your role is important at Strapi

Partner very closely with our Chief of User Success, as well as our Customer Success Managers, our Support Team, and our technical writers, you'll help our customers empower their use of Strapi.

The right person for this role will have experience working with technology while focusing on customer satisfaction.

You'll work with a fantastic product loved by our customers. A headless CMS gives unlimited possibilities for creation and development. By working with Strapi's customers, you'll have to understand and help them optimize their projects.

📍Location

This role is remote.

To ensure — +/- 2hours from Paris CEST time.

We also have our HQ offices in Paris.

📋 How will my job look like on a daily basis?

Day to day relation and project management with Tier-1 clients

Onboard new customers in their first month with Strapi. Organize and manage customer's kick of calls.

Collaborate with Strapi's solution engineering team to address technical inquiries.

Plan integration steps with the customer, manage deadlines and prioritize emergencies

Setup internal tools for customers

Take care of renewals and actively looking for upsell

Be pro-active with the product team and give ideas to the documentation team for new articles or technical document

Discover and evangelize new use cases for the customer, helping them to deepen and expand their usage of the product. Work with the Marketing team to create client's case studies

💙 About you:

You have 2+ years of direct client management experience, ideally in a Customer Success, Account Management, technical project manager or Sales role at a B2B technology company

You thrive by building long-term relationships and partnering with a range of customers from individual business owners to C-level executives.

You have the willingness to bring projects to success and you demonstrated ability to learn and explain a technical product or concept

You're familiar with customer-focused platforms such as Hubspot and Freshdesk. Experience with Hubspot CRM is a big plus.

You are organized and rigorous, with good interpersonal, communication and writing skills

Native-high-level English.

Any other speaking language is a plus

Tools: Hubspot, Freshdesk, Notion, GSuite, Slack, Zapier.

👾 Strapi benefits:

  •        Work from anywhere: we're a remote-first company, so we can work wherever home is. And WiFi.
  •        Expanded health benefits: Including premium medical, dental, and vision coverage.
  •        Equity for everyone: we win together. On top of a competitive salary, every Strapier has equity that grows with you in the company.
  •        Parents on a mission: 16 weeks fully paid parental leave for every new Strapi parent.
  •       You'll always be up to date: we’ll cover all hardware and software needed so you’re always with the latest versions.
  •        Grow as you are: from day one, we provide budget and tools to learn and grow both professionally and personally.
  •        Bi-annual off sites: we gather physically (when possible) or virtually all together for a week twice a year.
  •        Mental health support: we offer unlimited Moka.care one-on-one sessions with certified specialists
  • 💥 Our Talent Acquisition process:

  • This process tends to take 2-3 weeks max, but we are happy to adapt to your specific needs.
  • First video call with Jim, Chief User Success Officer
  • Call with Maxime, Customer Success Manager
  • CSM assignment
  • Debrief with Jim and Maxime
  • Team meetings with 2 duos of teammates
  • Founder call
  • References check
  • Values assessment with Fanny, Head of People
  • Celebrating You being YOU!

    Strapi's mission is to empower the worldwide community of users to build a million tailor-made projects. To do that, we are growing a diverse team representative of the users we serve. We are committed to building a safe workplace where everyone feels empowered to bring their authentic selves. By being you and bringing your unique difference, perspective, culture, experience, lifestyle, and challenge, you actually help all of us succeed and grow to be the best version of ourselves!

    Want to learn more about us?

    Take a look at our open positions at our Careers Website | Join our community and read our latest news at Strapi's blog!

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