Dedalus

Customer Success Manager

Dedalus

full-time

Posted on:

Location Type: Office

Location: Lyon • France

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About the role

  • As a Customer Success Manager, you will join our Customer Success Team, specifically designed to build durable, trust-based relationships with our clients.
  • As the primary point of contact for our clients, you will implement actions and initiatives aimed at creating value and improving customer satisfaction.
  • You will be responsible for: strengthening customer satisfaction — developing strong, trust-based relationships with clients, ensuring contract execution, and supporting clients in optimizing their use of our solutions.
  • Work cross-functionally with product and development teams to incorporate customer feedback into future product releases.
  • Develop and implement, together with the Global Account Manager (GAM), a strategy to secure and maximize recurring revenue and services revenue (upsell and cross-sell) and reduce FAE & Overdue.
  • Analyze and report: monitor key performance indicators (KPIs) related to customer satisfaction and success and report on them regularly.
  • Continuously improve our processes, offerings, and solutions by leveraging customer feedback.
  • Be available for regular travel within a regional and/or national area depending on your location.

Requirements

  • Master's degree (equivalent to BAC+5) in business, management, or Health IT (TIC santé).
  • At least 5 years' experience in the healthcare industry or health IT sector.
  • Deep knowledge of the healthcare sector, including its constraints and challenges.
  • Strong command of project management concepts, change management, client contracts, and negotiation techniques.
  • Excellent written and verbal communication skills, with a strong inclination for teamwork and cross-functional collaboration.
  • Professional working proficiency in English.
  • Familiarity or proficiency with one of our solutions (e.g., Orbis, DxCare).
  • Knowledge of and proficiency with AI tools (e.g., Copilot).
Benefits
  • We are Dedalus — join us.
  • Dedalus is committed to providing a motivating and rewarding work experience that reflects our employees' passion for our mission: making healthcare professionals' daily work easier.
  • We foster a culture that encourages employees to learn and innovate, enable and improve collaboration in healthcare, and deliver meaningful improvements for millions of people worldwide.
  • We are committed to maintaining an inclusive and diverse workplace.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementchange managementclient contractsnegotiation techniquescustomer satisfaction analysisKPI monitoringupsellingcross-sellinghealth IThealthcare industry knowledge
Soft skills
communication skillsteamworkcross-functional collaborationrelationship buildingcustomer success focusproblem-solvingstrategic thinkingadaptabilityclient supportprocess improvement
Certifications
Master's degree in businessMaster's degree in managementMaster's degree in Health IT