Customer Success Manager
il y a 13 heures
OverviewArago is a dynamic consulting group specialized in implementing innovative solutions for businesses, covering digital transformation, SaaS tools, HRIS and managed services. Thanks to our strong ecosystem of partners and deep expertise, we support our clients at every stage of their digital transformation journey. With a passionate team and an international presence (France HQ, Belgium, Switzerland, Spain, Portugal, Morocco, Canada, Colombia), we combine expertise, innovation and client service excellence. As we continue to grow, we are looking for a Customer Success Manager (CSM) to strengthen client relationships in France and ensure the success and satisfaction of our services. Location & TravelLocation: Paris or BordeauxOccasional travel: to meet clients (1–2 times per year per client, or as needed)On-site requirement: Minimum 1 day per week at the Paris office Your Main ResponsibilitiesAs a Customer Success Manager, you will be the primary point of contact for your clients and contribute to client retention and portfolio growth. You will be responsible for:Strengthening relationships between Arago and our clients, maintaining a global view of your portfolioManaging contracts: tracking hours, renewals, invoicing and storing contract-related documents (including GDPR)Organizing steering committees (Copils) with clients and internal teams (Delivery / Country Manager, Team Manager, Quality Manager, Sales, Project Manager…)Monitoring KPIs and reporting on support activitiesManaging client escalations and coordinating with the support teamIdentifying and creating new opportunities (new modules, products, audits…)Aligning with client strategy and project roadmapsFacilitating communication and collaboration between support, sales and client teamsCollecting and promoting client feedback through surveys and user meetingsEnsuring client satisfaction and mitigating client churn risks Additional ResponsibilitiesOrganizing release management sessionsSharing roadmap plans and creating development opportunitiesOccasionally traveling to meet clients to build strong relationships Your ProfileBachelor’s or Master’s degree in Project Management, Business, or equivalentProven experience in Customer Success, Account Management, or client-facing project rolesKnowledge of SuccessFactors environment and HRIS is a plusExperience in contract and budget managementAbility to manage cross-functional teams without direct reporting linesFluent in EnglishProficient in Microsoft Office and ticketing toolsExcellent interpersonal skills: communication, listening and client educationStrong analytical and synthesis skills, autonomy, organization and flexibility Why join us?Arago’s Values Guide Our Everyday WorkCollaborationTrust & EngagementExcellence We OfferExposure to diverse clients and projects in France and internationallyContinuous learning and professional development opportunitiesParticipation in high-value strategic projectsA dynamic, international and fast-growing environment Recruitment processHR interviewManager interviewCountry Delivery Manager interview #J-18808-Ljbffr
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