Customer Success Manager

About LivestormLivestorm is the world's leading end-to-end video engagement platform.Founded in 2016, Livestorm allows companies to organize powerful online meetings, webinars and virtual events from end-to-end. Our web-browser platform provides teams with all the workflows around video engagement to promote, host and analyze online events.Livestorm is built with ease of use in mind. We serve companies of all sizes, from startups to Fortune 500s. Brands like Shopify, Honda, Spendesk, Front and Revolut trust Livestorm for premium video engagement during their online events.Here are our core values:Stay curious: Be interested in the world around you.Remain humble: Keep learning and keep your ego in check.Be resourceful: Go that extra mile in the most efficient way.Own it: Take pride in what you do, own your wins, and fails.Be transparent: Sharing knowledge, learnings, feedback, and mistakes.MissionLivestorm’s CSM team is a group of dynamic and client-driven professionals who play a key role in the onboarding and retention of Livestorm’s Enterprise accounts.As we continue to establish ourselves as a market leader in the video communication market and build long-term partnerships with our clients, we are looking to expand our team and bring on an experienced Customer Success professional who will be in charge of onboarding, retaining and nurturing our customer portfolio. We work alongside the Account Management team to drive adoption, user engagement and account growth.You will report to our CSM Manager, and will closely collaborate with all our teams (Marketing, Sales, Customer Care, Product, and Finance) to drive maximum value and success with existing customers.While Livestorm has headquarters in Paris, we are a remote-first company. As a matter of fact, the members of our teams are located between France, the US, Spain, and Portugal so we are looking for the best talent, no matter where you live.ResponsibilitiesManage a large number of Livestorm Enterprise customers, ensuring revenue growth and customer retention at scaleServe as the primary point of contact for your accounts, building trusted relationships efficiently across the given volume of customersDrive customer onboarding and product adoption through streamlined processes and scalable approachesProactively identify and address churn risks across your portfolio using data-driven insights and automated workflowsLeverage creative solutions, tools, and automation to engage customers effectively and deliver value at scale, with a strong focus on mastering AI-powered workflows to enhance efficiencyUse a data-driven approach to monitor account health, prioritize outreach, and execute retention strategies across your book of customersCollaborate with Sales and Customer Care teams to ensure a seamless and efficient customer experienceGather and relay actionable customer feedback to the Product team to inform product improvementsWork closely with Account Managers to understand customer needs and identify opportunities for engagementContinuously optimize and scale your customer success processes to maximize portfolio effectiveness and impactQualifications2+ years of experience in Customer Success, Consulting, or any other client-facing roleFluent in French and English (written and spoken)Experience in SaaS/tech industryExcellent organizational and communication skills, with creativity in developing engagement strategies that work at scaleExperience with a technical product or with webinars is a big plusStrong ability to build comprehensive account knowledge and effectively communicate key information to support customers at scaleGood technical aptitude with the ability to work with customer playbooks, leveraging AI tools and automation to scale Customer Success operations efficiently within your portfolio (mastering Planhat or a CSM tool is a plus)Flexible and agile in adapting to quick changes in a fast-paced environmentThe ability to work individually and collaborate within a team environment to achieve set goals: you are a team playerExceptional verbal and written communication skillsLove putting the customer at the center of your dayYour key assets: Accountability, Operational agility, CreativityConfidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day. #J-18808-Ljbffr