Customer Success Manager
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Founded in 2024, Substy is an AI-powered CRM and automation platform built for creator agencies. More than 700 agencies use Substy, with over $16M in sales generated and tens of millions of messages handled every month.
The role
We are looking for a French-speaking Customer Success Manager to own the client relationship, improve retention and adoption, identify expansion opportunities, run product demos, and oversee the quality of our customer support.
Responsibilities
- Manage both small and strategic accounts, with proactive and personalized follow-up.
- Onboard new customers and help them configure and adopt Substy's AI and CRM.
- Identify inactive or at-risk customers and take action to improve retention.
- Find expansion opportunities across existing agency accounts.
- Build strong relationships with key agency partners.
- Run product demonstrations and follow up with prospects.
- Collect customer feedback and share recurring bugs and feature requests with the product team.
- Communicate product updates and support feature adoption.
- Review support quality and response times every week.
- Handle important customer escalations when needed.
The support responsibility is focused on quality and oversight, not answering tickets every day.
What we’re looking for
- Native or fully bilingual French.
- Fluent professional English.
- Experience in Customer Success, Account Management, or a similar client-facing SaaS role.
- Excellent communication and presentation skills.
- Proactive, organized, analytical, and comfortable working autonomously.
- Comfortable working with creator platforms such as OnlyFans, Fanvue, and MYM.
Success metrics
Customer retention, product activation, account expansion, demo conversion, customer satisfaction, and support response and resolution times.
- The collaboration will initially begin on a freelance basis under a formal contract.
- Based on performance and mutual fit, the role may evolve into a long-term employment opportunity.
- Compensation discussed during the interview process.