Enterprise Customer Success Manager (SaaS, Remote)

Job summary

The role involves acting as a strategic partner for high-tier accounts in the French market, focusing on customer success and retention through effective onboarding and advocacy.

Qualifications

• Fluent in French and proficient in English.
• Strong experience in Customer Success or Account Management within a SaaS or technology environment.
• Good understanding of the digital advertising/search marketing industry is preferred.

Responsibilities

• Lead post-sale alignment and onboarding for high-tier accounts, ensuring a smooth transition and establishing strong relationships.
• Translate technical usage data into compelling ROI narratives to demonstrate product value.
• Maintain customer health and proactively address risks to achieve high Gross Renewal Rate (GRR).
• Design bespoke success plans to mitigate churn risks and identify growth opportunities.
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results.
• Serve as the primary executive contact for high-tier accounts, addressing complex product value issues.
• Synthesize customer needs into insights that inform the product roadmap.
• Identify bottlenecks in the Customer Success workflow and propose improvements.

Skills

• Strong communication and relationship-building skills across multiple stakeholder levels.
• Advanced proficiency in data interpretation to secure portfolio health and growth.
• Solution-seeking mindset with a focus on optimizing internal workflows.
• Exceptional organizational skills in high-volume settings.

Education

• Not specified.

Tools

• Familiarity with data analysis tools and customer success platforms is beneficial.