Customer Success Manager Scale Smb

Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin, and Jules. We are present in more than 70,000 business locations and give the entire organisation, from C-suite to frontline, CX, and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do

Our team of Engagement Managers, Adoption Digital Consultant, Expert Customer Relation, Support Agents, and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach, and train on the Goodays solution, and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks, and coaching.

We are looking for a **Customer Success Manager Scale SMB** to join our great CS team and who look after a large portfolio of up to 50 customers. The CSM Scale SMB will be responsible for:

- Tiering his customers based to identify top priorities
- Gaining a deep understanding of his Tiers 1 business challenges and identifying improvement adoption patterns for other tiers.
- Delivering business support to our key stakeholders
- Delivering value and showcasing the impact that Goodays brings to their business
- Maximizing adoption, sharing best practices and driving revenue growth within the portfolio by leveraging efficient and communication strategies at scale.

We are looking for someone who’s willing to make an impact And as we’re growing fast, you’ll adapt and grow with us, taking on new challenges and responsibilities in your role.

**Responsibilities**:
In this role, the CSM SMB will:
**Prioritize management**:

- ** Prioritize Tier 1 clients** by providing more personalized support (frequent follow-ups, KPI analysis, dedicated sessions).
- ** Manage other Tiers proactively** but in an automated fashion through scalable formats, reducing effort while maintaining client engagement.

**Engagement through Group Events**:

- ** Organize and lead regular multi-client webinars** to present product updates, best practices, and relevant use cases.
- ** Implement office hours** to allow clients to ask questions or receive support without the need for individualized management.
- ** Create and distribute a regular newsletter** with product information, user guides, tips, and success stories.

**Satisfaction and Churn Management**:

- Monitor client health indicators to anticipate and prevent churn.
- Identify potential needs, adoption patterns and offer solutions or best practices through personnalized Success Plan for Tiers 1 and group formats (webinars, shared content) for other Tiers.
- Provide guidance and consulting for best practices and ROI analysis for clients to gain the most value from their programs with Goodays
- Use tools and troubleshooting techniques and exercise good judgement in decision-making to routinely deliver exceptional client support
- Help key stakeholders understand the value they are receiving from Goodays

**Continuous Improvement**:

- Analyze the performance of group campaigns (webinars, newsletters) to optimize their impact.
- Collaborate with internal teams to develop content and strategies tailored to the needs of this client base.

**Desired Education & Experience**:

- Significant experience with account management with the same type and size of portfolio.
- Experience with another SaaS or e-commerce/retail platform
- Experience in building scalable communication framework to support large portfolio
- Demonstrated ability to manage multiple accounts concurrently and efficiently through defined Tiering strategy and methodology
- Outstanding oral and written communication skills both in English and French
- Customer Experience/Marketing/E-commerce program management experience preferred
- Bachelor’s degree and a minimum of 3 years of work experience in a client services role managing Fortune 1000 clients

**Other requirements**
- Excellent relationship-building skills with key stakeholders and proven experience cultivating productive executive champion relationships
- Ability to articul