Senior Customer Success Manager – Trilingue

Overview

Responsibilities for this role include managing an existing client portfolio, ensuring satisfaction and retention, guiding clients to adopt features to maximize operational performance and identify growth opportunities, and identifying upsell and cross-sell opportunities in collaboration with Account Managers. The role serves as the primary point of contact for clients, handles dissatisfaction, monitors satisfaction metrics, and implements action plans to improve them. It also requires coordinating internal stakeholders (sales, support, product) to meet client needs, contributing to the continuous improvement of the customer experience and internal processes, and turning clients into Ringover ambassadors.

Responsibilities

• Manage an existing client portfolio, ensuring satisfaction and retention
• Guide clients in adopting our features to maximize their operational performance and identify new growth opportunities
• Identify upsell and cross-sell opportunities to grow MRR, in collaboration with Account Managers
• Serve as the primary point of contact for clients and handle situations of dissatisfaction
• Monitor satisfaction metrics and implement action plans to improve them
• Coordinate internal stakeholders (sales, support, product) to meet client needs
• Contribute to the continuous improvement of the customer experience and internal processes
• Turn clients into Ringover ambassadors

Qualifications

• 5 to 7 years of experience in a similar role (Customer Success, Account Management, or B2B portfolio management)
• Trilingual, comfortable both spoken and written (French, English, and Spanish)
• Commercial mindset with a results-oriented approach
• Highly autonomous with a willingness to "go to the front"
• Ability to manage multiple topics in parallel while maintaining a clear and organized overview
• Highly organized