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Customer Success Manager
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**Contexte**:
La team Client Services s’agrandit et recherche son/sa futur.e Customer Success Manager
Au sein d’une super équipe de 9 Customer Success, le/la Customer Success Manager travaillera directement sous la responsabilité de Cécile notre Head of Customer Success.
Il/elle sera responsable d’un portefeuille multisectoriel de clients. Ses objectifs premiers sont d’inciter les clients à utiliser le produit en alignement avec la stratégie opérationnelle la plus adaptée pour atteindre ses objectifs fixés dans son utilisation de Batch.
**Missions**:
**Satisfaire les clients**
S’assurer que notre produit est bien adopté et implanté chez nos clients, au travers (selon le plan choisi):
- d’une gestion exceptionnelle de la relation avec nos clients, d’abord en binôme avec un Solutions Engineer, puis seul,
- de formations de l’équipe (initiale + nouveaux membres)
- de points d’étapes et recommandations réguliers,
Analyser l’usage de notre produit et prendre les devants en cas de manque d’engagement,
Être garant.e de nos métriques de rétention,
**Participer à l’effort de vente en collaboration avec les équipes commerciales**
- Travailler régulièrement sur l’usage et les besoins des clients,
- Evangéliser les fonctionnalités du produit (nouvelles ou anciennes),
- Transmettre les informations à l’équipe commerciale qui prend en charge le cycle de vente,
**Produire/animer les contenus de l’équipe**
- Créer des ressources clients réutilisables pour le reste de l’équipe (“templatisation” de présentation, rédaction d’article de help sur des sujets métiers),
- Collaborer avec l’équipe marketing sur de la création de contenu à destination des prospects
**Profil recherché**:
- 2 ans d’expérience min. sur des fonctions de Responsable CRM ou bien en tant que CSM dans un univers Martech / SaaS;
- Excellent relationnel, empathique et à l'écoute
- Réactif.ve avec un sens développé du service
- Capacité d'adaptation et d'autonomie au quotidien
- Français et Anglais courant.
**Process de recrutement**:
- Premier call de prise de contact TA (30 minutes)
- Entretien avec le.a manager et/ou un membre de l’équipe (45 minutes)
- Test technique ou Études de Cas + discussion (45 minutes)
- Meeting avec un des co-fondateurs de Batch (30 minutes)
- Débrief équipe RH et offre pour rejoindre Batch
