Customer Success Manager

**About Us**:
Signaturit Group is a leading Saas company revolutionizing the way people do business through secure digital transactions. We are the European champions of unified digital transaction management, helping hundreds of thousands of clients in 180 countries authenticate and manage their digital identity, handle client onboarding and KYC (Know Your Customer), electronically sign documents, and securely archive critical transactions.

In France, you may know us as **Universign** (for electronic signatures) and **VIALINK** (for client onboarding and KYC).

Today, more than 400 experts and passionate professionals, based in Paris, Barcelona, Valencia, and Madrid, are working every day towards our shared success.

**Context Overview**

At Vialink, now part of the Signaturit Group, our mission is to simplify and secure our clients’ digital journeys. We automate and secure critical client interactions such as onboarding, customer verification, and contract signing. As part of a scale-up in the RegTech space, we develop SaaS solutions specialized in digital identity security, electronic signatures, and fraud prevention. Our Vialink 360 platform enables businesses to enhance their client experience with solutions in:

- Electronic Signature: digitization and automation of signing processes
- KYC & ID Verification: online identity and document verification with AI and machine learning

**What you will do at Signaturit**

**The Customer Success Manager (CSM)** is responsible for ensuring customers achieve their expected outcomes while using the company’s products or services. Acting as the primary point of contact, the CSM have an essential role in guiding customers through the onboarding process, ensuring they successfully implement and optimize their solutions. The CSM fosters strong relationships, drives customer satisfaction, promotes product adoption, and identifies opportunities for growth. **This role plays a critical part in ensuring long-term customer loyalty and retention.**

**You will be responsible of**:
**Account Management**:

- Build and maintain strong, trusted relationships with customers, acting as their primary point of contact.
- Understand customers' business objectives and tailor strategies to meet their needs. - Monitor customer health metrics, ensuring engagement and satisfaction

Onboarding & Training:

- Guide customers through the onboarding process, ensuring a seamless and positive experience.
- Conduct product training sessions, both virtual and in-person, to enhance customer understanding and usage.

**Advocacy & Support**:

- Serve as the voice of the customer within the company, ensuring their feedback is relayed to relevant teams (for example Product).
- Proactively address customer concerns, resolve issues during project, implementation stage, and escalate when necessary.
- Product Adoption & Optimization:

- Drive product adoption by identifying opportunities to enhance usage and maximize value.
- Monitor customer usage and provide insights or recommendations for optimizing their experience.

**Customer Retention & Growth**:

- Track and improve customer health metrics (for example Net Promoter Score, churn rate). - Identify upselling and cross-selling opportunities, collaborating with sales teams to expand account revenue.
- Develop strategies to mitigate churn and increase retention. Reporting & Metrics: - Maintain accurate records of customer interactions, feedback, and progress in CRM tools (for example Salesforce)
- Prepare and present reports on customer success metrics, including account performance and satisfaction. Collaboration: - Work closely with Sales, Marketing, and Product teams to ensure alignment on customer goals and expectations.
- Participate in product development discussions to advocate for customer needs and experiences. Working with the support team on project handovers, plus preparing steering committees

**Your profile ‍️‍️**

Qualifications:

- 5+ years in customer success, account management, or similar roles related to customer-facing.
- A previous experience within the Fintech sector is a plus.
- Experience in SaaS, technology, or service-oriented industries is highly preferred.
- Fluent in English

**Skills**:

- Exceptional communication and interpersonal skills.
- Ability to analyze data and metrics to drive insights and decision-making.
- Proficiency in CRM tools (for example Salesforce) and customer success platforms is a plus. - Strong problem-solving abilities and a proactive mindset.
- Organizational skills with the ability to manage multiple accounts simultaneously.

Attributes:

- Ability to manage multiple accounts and prioritize effectively.
- Adaptability and a collaborative team spirit. - Knowledge of CSM tools is a plus (Gainsight, Churn zero etc.) - Knowledge of technical environments is a plus (API, SQL etc.)

**Interview process (indicative, may require additional stages if required)**
- HR Discovery Call (30 min)
- 1st inter