Junior Customer Success Manager

About Livestorm:

Livestorm is the world's leading end-to-end video engagement platform.

Founded in 2016, Livestorm allows companies to organize powerful online meetings, webinars and virtual events from end-to-end. Our web-browser platform provides teams with all the workflows around video engagement to promote, host and analyze online events.

Livestorm is built with ease of use in mind. We serve companies of all sizes, from startups to Fortune 500s. Brands like Shopify, Honda, Spendesk, Front and Revolut trust Livestorm for premium video engagement during their online events.

Here are our core values:

• Stay curious: Be interested in the world around you.
• Remain humble: Keep learning and keep your ego in check.
• Be resourceful: Go that extra mile in the most efficient way.
• Own it: Take pride in what you do, own your wins, and fails.
• Be transparent: Sharing knowledge, learnings, feedback, and mistakes.

Mission

Livestorm's CSM team is a group of dynamic and client-driven professionals who play a key role in the onboarding and retention of Livestorm's Enterprise accounts.

As we continue to establish ourselves as a market leader in the video communication market and build long-term partnerships with our clients, we are looking to expand our team and bring on an experienced Customer Success professional who will be in charge of onboarding, retaining and nurturing our customer portfolio. We work alongside the Account Management team to drive adoption, user engagement and account growth

You will report to our CSM Manager, and will closely collaborate with all our teams (Marketing, Sales, Customer Care, Product, and Finance) to drive maximum value and success with existing customers.

While Livestorm has headquarters in Paris, we are a remote-first company. As a matter of fact, the members of our teams are located between France, the US, Spain, and Portugal so we are looking for the best talent, no matter where you live.

In this role, you will:

• Manage a large number of Livestorm Enterprise customers, ensuring revenue growth and customer retention at scale
• Serve as the primary point of contact for your accounts, building trusted relationships efficiently across the given volume of customers
• Drive customer onboarding and product adoption through streamlined processes and scalable approaches
• Proactively identify and address churn risks across your portfolio using data-driven insights and automated workflows
• Leverage creative solutions, tools, and automation to engage customers effectively and deliver value at scale, with a strong focus on mastering AI-powered workflows to enhance efficiency
• Use a data-driven approach to monitor account health, prioritize outreach, and execute retention strategies across your book of customers
• Collaborate with Sales and Customer Care teams to ensure a seamless and efficient customer experience
• Gather and relay actionable customer feedback to the Product team to inform product improvements
• Work closely with Account Managers to understand customer needs and identify opportunities for engagement
• Continuously optimize and scale your customer success processes to maximize portfolio effectiveness and impact

For this Customer Success role, we are looking for someone with the following experience:

• 2+ years of experience in Customer Success, Consulting, or any other client-facing role
• Fluent in French and English (written and spoken)
• Experience in SaaS/tech industry
• Excellent organizational and communication skills, with creativity in developing engagement strategies that work at scale
• Experience with a technical product or with webinars is a big plus
• Strong ability to build comprehensive account knowledge and effectively communicate key information to support customers at scale
• Good technical aptitude with the ability to work with customer playbooks, leveraging AI tools and automation to scale Customer Success operations efficiently within your portfolio (mastering Planhat or a CSM tool is a plus)
• Flexible and agile in adapting to quick changes in a fast-paced environment
• The ability to work individually and collaborate within a team environment to achieve set goals: you are a team player
• Exceptional verbal and written communication skills
• Love putting the customer at the center of your day
• Your key assets: Accountability, Operational agility, Creativity

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.