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About the role
Key responsibilities & impact- Be the voice of your customers.
- Manage a large portfolio of accounts, focusing on growing adoption, ensuring retention, expansion and satisfaction.
- Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
- Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
- Work with them to build and execute on a success plan and key performance indicators.
- Provide coaching and best practices to improve the adoption and expand usage into new use cases
- Interact and engage with customers on all levels and different personas.
- Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio
- Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
- Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.
- Contribute continuously to the overall improvement of internal processes.
Requirements
What you’ll need- Outstanding written and verbal communication and in-person presentation skills
- French native and English bilingual proficiency in written and spoken is a must
- A learning mindset: you’re curious, adaptable and always strive to improve
- Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues
- Your obsessed with driving customer outcomes and think frontline first
- Taking initiative and having a hands-on mentality
- Positive and constructive attitude, passionate about customer success and energized by helping others
- Strong relationship-building skills, consulting skills and technical curiosity
- Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities
- Ability to handle difficult customer situations and set expectations
- Bonus points : B2B experience working in Customer Success, Consulting, Project Management or Account Management in a SaaS context
- Experience in change- and project management
- Experience with discovery and questioning techniques
- Technical understanding of SaaS landscape
- Basic technical understanding of integrations / APIs
- Experience in conducting in-person or online workshops
Benefits
Comp & perks- Hybrid work model – 2 days at the office, 3 days remote
- RTT days – ~10 extra days off per year
- Meal vouchers (SWILE) + free snacks & coffee
- Yoga classes - Take a mindful break in our Paris office
- Supportive parental leave and family moments — yes, even a Christmas party for your kids !
- Health insurance (ALAN) – 60% covered + full life & disability cover
- Afterworks, team celebrations & seasonal parties
- Equipment of your choice
- French & English lessons , professional development & access to Leeto CSE
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaSproject managementcustomer successconsultingaccount managementchange managementdiscovery techniquesquestioning techniquesintegrationsAPIs
Soft Skills
communication skillspresentation skillslearning mindsetsolution orientedorganizational skillsinitiativerelationship-buildingconsulting skillscustomer outcomes focuspositive attitude