Customer Success Manager

**All interviews will be conducted remotely (online or by phone).

Our partner is a French community management and engagement platform used in 25 countries worldwide. It helps organizations create, manage, and grow fully branded private communities with features that enhance cultural identity, boost engagement, promote networking, and support revenue generation. Trusted by leading global institutions, the all-in-one solution fosters knowledge sharing, strategic alignment, and a sense of belonging. It transforms simple connections into vibrant learning communities for educational institutions and enhances member experiences in associations, driving shared interests and positive social impact.

You will work with a portfolio of customers to ensure their success and satisfaction with the platform. As the key contact throughout the partnership, your focus will be on two main areas: customer retention and business growth.

YOUR ROLE:

• Nurture strong relationships with customers and work closely with the management team to build strategy and execute on it to effectively meet company goals.
• Drive and own the renewal and upsell/expansion of customer contracts. Retain revenue, minimize churn.
• Forecast and track key account opportunities, user engagement, financials, and report these metrics to management to enable goal-tracking.
• Work with customers to ensure successful community onboarding and full product adoption.
• Analyze churn data to develop effective retention strategies.
• Serve as the primary point of contact for customers and handle escalations.
• Be the voice of the customer and liase with internal teams to ensure customer feedback is effectively addressed.
• Conduct Quarterly Business Reviews (QBRs) with clients.

REQUIRED SKILLS:

• Fluency in English. French is nice to have but not required.
• 2+ years work experience in B2B SaaS (Account Manager/Key Account Manager/ Customer Success Manager/Sales Account Manager, or relevant.) Start-up/scale-up experience will be an advantage.
• Proven success in renewals, upselling, and expansion. Data-driven decision making.
• Strong relationship-building.
• Ability to communicate, present and influence internal and external key stakeholders at all levels.
• Ability to prioritize, multitask, and adapt in fast-paced environments.
• Strong ability to align technical concepts with business needs.
• Experience with Jira/Salesforce/Planhat will be a plus.

WHAT WE OFFER:

• An attractive remuneration + annual review. Referral bonuses.
• Flexible working hours.
• 20 days of paid leave per year + 2 days off for volunteering
• Full training provided.
• Additional health insurance, digital food vouchers, sports card and other social benefits. Exclusive discounts & offers.
• Open-minded management team promoting innovation, and personal and professional development.
• Permanent employment; full-time.