Customer Success Manager

BuyCo

BuyCo digitalizes and simplifies container shipping operations with a motto: “Shipping made easy”

Most of the things around you (your phone, your clothes, your coffee) crossed an ocean in a shipping container.

Behind each of those containers, a company has to book space on a ship, coordinate carriers, freight forwarders and customs agents, and keep track of dozens of documents, often still by email, phone and spreadsheet.

That's where we come in.

Our collaborative SaaS platform gives importers and exporters a single place to:

• book, organize and track their shipments from start to finish,
• work smoothly with their own teams and all their partners,
• get clear visibility on where their goods and documents are,
• use their data to make their supply chain more efficient and more sustainable.

Our mission: bring an industry that still relies heavily on manual work into the digital age, with a platform people actually enjoy using.

BuyCo was founded in 2015 by a team combining deep maritime expertise and a strong tech background. Today, we’re around 50 people.

Solidly funded, we have ambitious plans: new features on the platform (like our CO2NTROL project, which helps clients measure and reduce the CO2 emissions of their shipments) and faster growth, with new clients, especially abroad.

Want to work with energetic, experienced people who care about results?

Join us and help change the way goods move around the world

Job Description

We are hiring a Customer Success Manager, on a permanent contract.

BuyCo is experiencing rapid growth.

To support this momentum, we are looking to expand our Customer Success Management team.

Currently, Arnaud & Juliana are the only dedicated CSM. And Arnaud is leaving BuyCo after 4 years.

You will join our Operations team, led by Géraud, COO, which brings together Customer Success, Customer Onboarding and Customer Care. It’s a truly international team, with colleagues based in the US, Colombia, France, China and Japan.

You will be in touch with other teams as well: Sales, Data & Product mainly.

You will report directly to Géraud, COO.

What you will do on a daily basis

Core tasks

• Drive the relationship with customers
• Monthly Business Reviews / Quarterly Business Reviews > Monthly and Quarterly client meetings (MBRs / QBRs, sometimes in person) to measure product performance and client satisfaction against pre-established KPIs.
• Management of your customer portfolio > Management of customer feedback and requests. Explore operational issues, identify the root causes and impacts of problems. Understand use cases in order to guide your customers towards possible solutions.
• Customer Advocacy > You work across the Marketing, Sales, Product and Tech teams to ensure that customer messages are heard and incorporated into our Product roadmap.
• BuyCo platform usage analysis
• Increase product adoption and usage.
• Fully master the BuyCo platform, and our customer's usage.
• Internally, you are on top of new features and able to explain each functionalities.
• Management
• Manage and support Juliana on a daily basis: set priorities together, hold regular one-to-ones, give clear and constructive feedback, and help her grow in autonomy on her accounts.
• Share your maritime expertise: train and mentor Juliana on the fundamentals of maritime transport, including key players, booking flows, shipping documents, incoterms and the operational challenges our clients face every day.
• Contribute to the team’s skills development: help build or improve onboarding materials, best practices and internal resources so knowledge is shared rather than kept in a few heads.
• Take part in career development: set objectives, follow progress, and contribute to performance reviews.
• Upsell and contract renewals
• Identify and forecast expansion opportunities to successfully grow your customer portfolio.
• Be able to sell new features and additional custom reports.

Your 2 main metrics: no churn and reaching your ARR upsell target

Your path at BuyCo

• 4 months after your arrival: Your one-month-onboarding has been completed. You are now well-versed in the BuyCo platform. You master the processes (QBR prep, reporting, renewals). And you have taken over your entire client portfolio, which you manage directly and independently.
• 8 months after your arrival: You have reached a certain “cruising speed”, you are fully autonomous in your scope. And you have your first success stories to share (upsell / cross sell / renewal).
• 1 year after your arrival: Your metrics are on fleek (NPS, upsell). You have made a strong impression in your role as CSM at BuyCo, and have even already had an influence on the product