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…

• 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

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