DESCRIPTION OF THE POSITION

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. 

Within the "Client Success Management" Business Unit and directly reporting to the Head of CSM, the Customer Success Manager is the privileged interlocutor of our clients and drives success and value for them through partnership and efficient action plan building.  

Objective: Making sure that all your portfolio accounts find value with Critizr!

The Customer Success Specialist will take care of a portfolio of up to 50 small to midsize accounts (€100K ARR max). With a retention-driven approach, she/he will ensure they find value with Critizr throughout the customer journey. She/he will be in charge of building joint action plans with the client that include objectives and actions to guarantee that Critizr delivers value. The successful CSM will support our customers to realize the value by recommending and delivering best practices in order 1) to ensure the best usage of the solution (volume of feedback, adoption, response rate…) and 2) to help their customers grow on the CX maturity curve. Scalability and agility will be crucial to the job as the number of clients in the portfolio is constantly growing.    

 RESPONSIBILITIES 

Responsible for your portfolio from contractualization, you will be in charge of: 

- Making sure that the adoption is high right from the beginning by setting objectives and KPIs with the client and monitoring them until they are reached

- Identifying business objectives and building an annual action plan with the client to drive them towards success 

- Owning & animating the client relationship throughout the year with: 

* business reviews and defined touchpoints

* data and report to bring insights to the client 

* regular calls to deliver actions, monitor progress, identify potential risk 

- Coordinating with our product team to deliver new features, new surveys, new channels etc. to clients

- Communicating and sharing best practices in a scalable way (1 to many) and being part of build projects to increase impacts on a large number of small and middle-range clients

- Making sure the client is renewing his/her contract with Critizr by securing all the steps in the process 

DESIRED EDUCATION & EXPERIENCE

- Graduated from a Business/Communication school (or similar University diploma)

- 2-3 years experience minimum in a similar role: CSM, digital project manager, account manager

- Fluent English/French, 3rd European language a plus

- Good understanding or experience in the Tech, Saas and Retail sector a real plus

OTHER REQUIREMENTS

- Organized & methodical, able to handle multiple projects & customers’ requests simultaneously

- Creative, curious & innovative

- 100% confidence in both written and oral French & English, ability to conduct large audience meetings and adaptability

- Autonomous, proactive, willing to make an impact on the team and our customers with value-driven success plans

WHO WILL YOU BE WORKING CLOSELY WITH

The position is very transversal and you will be working with all the teams at Critizr. First, closely with the other CS team members: Local Success Managers, other CSMs and engagement managers. You will also be working with the sales and marketing team to make your client value grow and capitalize on their satisfaction to make them ambassador of the solution. And finally you will also be working closely with our product team to deliver appropriate solutions to the clients and help deploying new features for them. 

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 and diverse 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