Customer Success Manager
il y a 4 semaines
The Customer Success Manager ensures the satisfaction and growth of our customers. This role works closely with internal teams to best coordinate the response to our customers' needs, focusing on customer performance, loyalty, and lifetime value.
Key objectives:
- Support customers and encourage OneStock product adoption
- Build customer loyalty through successful implementation and support
- Identify and pursue customer account development opportunities
- Be the voice of the customer to other internal teams, sharing requests for improvements or new functionalities
Responsibilities:
- Coordinate internal teams to provide appropriate responses to our customers' needs
- Customer communication and relationship management
- Schedule, prepare and lead regular meetings with customers
- Demo existing modules and extensions, and/or new product functionalities
- Travel as needed to meet customers
- Draft SOWs and estimates for upsell/cross-sells, based on information provided by internal departments
- Follow-up of ongoing requests and customer activity
- Keep customer data up-to-date in our CRM tool
- Identify and pursue customer account development opportunities
- Propose new documents and/or tools to improve account management and customer service
- Proactive monitoring of contract renewals
- Gather customer feedback and provide valuable insights for internal teams
Requirements:
- 5+ years of experience as a CSM in b2b, preferably in tech or SaaS
- Experience in the retail industry is a strong plus
- Strong communication, and organizational skills
- Ability to collaborate effectively with cross-functional teams
- Fluency in English at a native level. French is a strong plus
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