Customer Success Manager

**About the Company**:Sourcemap is the leading provider of supply chain mapping, traceability, and transparency software. Our clients include category-leading global brands, manufacturers and suppliers across the food & agriculture, fashion, beauty, manufacturing and electronics industries. We seek committed individuals who will join our team to support our award-winning, values-led work and to tackle important supply chain challenges in a dynamic startup environment.

Sourcemap is seeking an experienced Customer Success Manager (CSM) - Apparel/Textile to join our growing Customer Success team. For this position, you will serve as a trusted advisor to Sourcemap's customers by enabling them to use Sourcemap's products to achieve their business goals. You'll partner with customers to expand their use of Sourcemap products and develop and execute success plans: organizational, programmatic, and technical strategies to meet their business objectives and stakeholder goals. Further, you will recommend best practices and organizational changes to accelerate their onboarding and success plans. Your role will be key to ensuring customer success, retention, and growth by maximizing value through great customer relationships and experiences. Sourcemap is headquartered in New York City, with an office in Paris. This position is based out of our Paris office, with an option to work remote two days a week.

**Responsibilities**:

- Customer Strategy: Manage all post-sales activity for assigned portfolio of customers through strong relationship-building, product knowledge, planning, and execution to maximize return on investment from Sourcemap services and products through the annual customer lifecycle; this includes crafting joint customer success plans, facilitating workshops with customers on best-known practices, and leading executive business reviews with key decision-makers to ensure effective progress toward the strategic goals and desired business outcomes for your portfolio of large enterprise customers
- Customer Satisfaction & Retention: Ensure at least 90% renewal of assigned customer portfolio, net dollar retention, and maintain a minimum average Net Promoter Score
- Customer Advocate: Collaborate closely with internal teams, particularly Sales and Product, to ensure alignment with customer success systems and customer goals, establish effective feedback mechanisms, and evangelize customer success stories
- Other duties as assigned

**Experience Requirements**:

- 5+ years of relevant work experience and demonstrated success in customer-facing customer success, account management, or strategic consulting role
- Familiarity with supply chains for apparel and têxtile
- Experience deploying large-scale technology solutions for Fortune 500 companies, with a preferred focus on supply chain transparency, sustainability, or international business
- Experience working in a dynamic, fast-growing organization (preferred)

**Skills & Qualifications**:

- Excellent customer service skills, ability to work under pressure while maintaining a professional demeanor
- Strong relationship builder, with excellent communication skills and ability to convey complex concepts with ease to a broad range of partners, from senior executives to day-to-day users of Sourcemap
- Detail-oriented with steadfast organizational and project management skills, while maintaining a focus on long-term vision and goals
- Self-starter and creative thinker with the ability to work with a high degree of independence
- Ability to multitask, prioritize and manage time effectively in order to meet demanding deadlines
- Ability to adapt quickly and be agile in a fast-moving environment
- Enthusiastic and positive team player
- Experience with Hubspot, Salesforce, or other CRM
- Proficient in English and an additional language (e.g. French, Spanish, Mandarin) (preferred)

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**Description du poste**:
Sourcemap est à la recherche d'un/une Customer Success Manager - Vêtements/Textiles expérimenté pour rejoindre notre équipe Customer Success en pleine croissance. Pour ce poste, vous serez un conseiller de confiance pour les clients de Sourcemap en leur permettant d'utiliser nos produits pour atteindre leurs objectifs commerciaux. Vous travaillerez en partenariat avec les clients afin d'étendre leur utilisation des outils proposés par Sourcemap et vous développerez et exécuterez des plans de réussite : stratégies organisationnelles, programmatiques et techniques pour atteindre leurs objectifs commerciaux et ceux des parties prenantes. En outre, vous recommanderez les meilleures pratiques et les changements organisationnels afin d'accélérer leur intégration et leurs success plans. Votre rôle sera essentiel pour garantir le succès, la fidélisation et la croissance des clients en maximisant la valeur grâce à des relations et des expériences exceptionnelles avec les clients. Le siège de Sourcemap se trouve à New York, avec un bureau à Paris