Customer Success Manager

il y a 4 jours


Paris, France Tomorro Temps plein

Join to apply for the Customer Success Manager - Low touch role at Tomorro Ta mission Tu intégreras l’équipe Customer Success Management de Tomorro. Tu auras pour objectif d'accompagner un portefeuille de clients Mid Market dans l’utilisation et l'adoption de Tomorro, afin de garantir leur satisfaction et le développement de l'usage et leur renouvellement. Tes responsabilités Ton Impact Gestion du portefeuille client Gérer un portefeuille de 80–100 comptes Mid-Market de manière efficiente et structurée. Piloter la réussite client sur l’ensemble du cycle de vie : déploiement, onboarding, adoption, expansion, renouvellement. Pilotage de l’adoption & de la croissance Définir et exécuter des stratégies d’adoption, de croissance et de renouvellement adaptées à chaque compte. Identifier les opportunités d’upsell et de cross-sell, et mener les négociations. Structuration du modèle Low Touch Mettre en place les processus permettant de gérer ce segment à grande échelle : automatisations campagnes emailing webinars playbooks Définir quand une intervention proactive humaine est requise (business reviews, formations dédiées…). Après 6 mois Maîtriser le produit et la proposition de valeur Tomorro. Gérer de manière autonome 80 % du portefeuille cible (~70 comptes). Réussir les onboarding et déploiements des clients. Identifier et conclure les renouvellements et upsells. Mettre en place les premières automatisations en collaboration avec l’équipe Ops. Après 12 mois Gérer de manière autonome 100 % du portefeuille (80–100 comptes). Piloter le portefeuille de manière proactive et stratégique, avec une priorisation par opportunités et risques. Gérer les renouvellements et upsells au bon moment, en autonomie. Concevoir le customer journey du segment Low Touch et définir les processus d’engagement adaptés. A propos de toi Expérience confirmée dans l’accompagnement de clients Mid-Market (50 à 100 comptes). Expérience en négociation de renouvellements. Organisation, rigueur et capacité à gérer plusieurs projets en parallèle. Aisance avec la donnée et les outils CSM (HubSpot, Planhat…), ainsi que la création de modèles 1:many. Esprit entrepreneurial, autonomie, ownership. Maîtrise professionnelle de l’anglais. Bonus Expérience en négociation d’upsells. Déploiement de solutions SaaS multi-départements. Expérience dans des missions Ops. Une visio de 30 minutes avec Pauline, Business Recruiter, pour se présenter, te parler de Tomorro et voir si nos attentes respectives sont compatibles. 1h d’entretien avec Caroline (Head of Customer Experience) pour discuter en détail du poste, de tes expériences et de tes attentes. Débrief du test technique avec Anne-Thaïs (Team Lead Customer Success) et Caroline (Head of Customer Experience) Final round avec un de nos collègues de l'équipe Ops Prises de références. Seniority level Mid-Senior level Employment type Full-time Job function Other Industries IT Services and IT Consulting #J-18808-Ljbffr


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