Customer Success Manager

We are looking for a Customer Success Manager to help us build the world’s leading B2B identity solution.Interested? Please reach out to Aymeric (Co-founder & President of Ondorse) at ab@ondorse.coWANT TO HAVE AN IMPACT IN FINANCIAL SERVICES?We are building the world’s best business identity solution to help compliance, operations, and tech teams run best-in-class onboarding, risk, and fraud management. We are searching for great people to join us and push us further. We are proud of the company we’ve built so far, but we are even more excited about what is yet to come.And we need you.Your roleAs a Customer Success Manager , you will manage our customer relationships and ensure their success with our software. You will work closely with our clients, primarily financial institutions, to understand their needs, plan and execute onboarding processes, and provide ongoing support. Your role is crucial in driving customer satisfaction, retention, and growth. You will be part of the revenues team and work closely with sales, the compliance engineer and the tech team. You will report directly to one of the founders.Key responsibilitiesCSM Management : Streamline our current CSM operations to prepare Ondorse for scale. Upon 9 to 12 months, you will hire a new member for your own team.Customer Onboarding: Plan and execute the onboarding process for new customers, ensuring a smooth transition and quick adoption of our compliance software.Own the implementation customer journey and ensure it's optimal and customer-first including streamlined hand-offs between teams and structured processes.Act as a project manager for enterprise accounts, helping them set up Ondorse in their system.Liaise with the compliance and tech team to organise the various configuration workshops.Account Management: Serve as the primary point of contact for assigned customers, building strong relationships and understanding their needs and challenges.Put together the strategy and roll out a tiered pricing structure per service offered, partnering with sales on execution.Organize and conduct Quarterly Business Reviews (QBR) to assess customer satisfaction, address any issues, and identify opportunities for upselling or cross-selling.Gather and analyze customer feedback to identify areas for improvement in our products and services.Customer Support: Respond to customer queries and issues promptly and effectively, ensuring high levels of customer satisfaction. The goal is also to help decrease the number of tickets by analyzing recurring themes and finding solutions.Lay-out and reinforce the foundations for the future of the departmentCollaboration: Work closely with the Sales, Product, and Tech teams to meet customer needs and contribute to product development.What we are looking for?A self-starter , pragmatic with a keen interest in technology.Ability to handle multiple complex concepts as well as multiple customer requirements/expectations at the same time.Fluent in French and English.Experience: Proven experience (5 years approx.) in enterprise customer success, SII consulting, account management or a related field, preferably in a B2B SaaS environment. Some experience in a customer-facing role is preferred but not required.Project Management: Experience in project management, with the ability to handle multiple tasks and priorities. Strong communication skills and a proactive approach to connecting with new people. Maintain quality standards across all implementation verticals to ensure call adherence, playbooks, and pre-post work are consistently carried out.Customer-Centric: A customer-focused mindset with a strong commitment to customer satisfaction and success. Familiarity with CRM tools and CSM tools (we use Pylon ) is a plus. Be the voice of our customers, articulating their pain points and what they love.Bonus points if you already have some understanding of compliance processes and customer due diligence, particularly in the financial services industry.Why this is exciting We launched our platform in July 2022. Since then, we have signed flagship companies as our first customers (famous names in the French tech ecosystem), and many companies are reaching out looking for a solution to their compliance issues. The compliance world is changing (regulations). Companies are struggling to find the right solution for their business, and we believe we are uniquely positioned to fill that need.You will play a pivotal role in driving customer success and contributing to our company's growth. You will work closely with the compliance specialist throughout the customer’s implementation phase and with the account managers to nurture the relationship and spot potential upsells.We’re early in our journey, so you will learn how each piece of our business works. From product management to fundraising and hiring, you can be sure you will grow in these areas. You will be part of the core team and receive significant equity.Competitive Salary: We offer a competitive compensation package.Performance bonus: A portion of your compensation will be linked to customer satisfaction and retention targets.Also:We’ll provide you with medical insurance via Alan.We’ll get you the tools you need to do your job (a laptop, screens, keyboard…)If you need special accommodation, we’ll make it work (and try to make it work well).How to apply?If you are excited about this opportunity and believe you have the skills and experience we are looking for, please send your resume and a cover letter explaining why you would like to join our team to Aymeric (Co-founder & President of Ondorse) at ab@ondorse.coHow it works?The process:You apply by sending any relevant content you'd like to share and explaining why you'd like to join us a t ab@ondorse.co. You don’t get hired if we never hear from you :-)A video call withour Senior compliance specialist (Maël) ️ 30mnA remote interview to meet our Sales lead and one of the two founders ️ 30mnAn on-site interview to meet the other founder and part of the team ️ 1hrA feedbackif unsuccessful you will receive detailed feedbackif successful you will receive an offer #J-18808-Ljbffr