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Lead Customer Success manager
il y a 3 semaines
At Mercateam, our commercial growth has been exponential: every month, tens of top manufacturing sites adopt our SaaS solution to enhance their employees' efficiency. Our mission is to put humans back at the center of the Industry 4.0 revolution, valuing their know-how to help industrials grow faster and stronger.
The Customer Success team is crucial in helping our clients maximize the value of our solution, driving loyalty, and ensuring revenue retention and growth. As we continue to grow, we are seeking a Lead CSM to take on three key missions:
Entrepreneurial LeadershipManagement: Lead a team of 3 CS with a direct management of the head of sales
Process: Develop and standardize internal processes, including client health tracking, renewal follow-ups, ticketing, and client response procedures. Master and select the right tools (CRM like Hubspot, Salesforce, reporting tools like Metabase, Excel, Mixpanel) to support these processes.
Building Loyalty (Revenue Retention), by maintaining churn below 5% : you will oversee a team responsible for making our solution indispensable to our partners' daily operations. You and your team will manage a portfolio of key partners and focus on retaining their hard-earned revenue by :
Ensuring a deep understanding of partners' specific needs and advising them on the optimal use of Mercateam to address their challenges.
Providing critical support in change management processes and training end-users on existing and new features.
Offering proactive and reactive personalized support to enhance partner satisfaction.
Transforming partners from simple users into key ambassadors of our solution.
Collaborating with internal teams (deployment, product, tech, sales and marketing) to ensure partners' feedback is integrated into our roadmaps for continuous improvement and fixes.
Enlarging partnerships (Upsell & GIA), by growing yearly revenue by 20% : With our robust solution and continuous feature enhancements from our product and tech teams, your role as Lead CSM is pivotal in identifying and proposing additional features that your partners can benefit from and purchase. This includes:
Deeply understanding your clients' long-term objectives, obstacles, existing equipment, and gaps where Mercateam can add value.
Defining comprehensive account strategies to maximize the implementation of Mercateam across multiple sites and increase the equipment rate of your partners.
Having a thorough knowledge of your partners' key stakeholders, their influence, and power spheres to effectively navigate their organizations.
Leading cross-functional upsell and GIA campaigns (with the Sales department) on specific segments to grow recurring revenue for your portfolio.
As you are leading the CSM team, you will play a key role in being the CSM reference on how to manage accounts, owning your accounts and sharing your experience with more junior team members. As part of this Account Management role, you will handle on your portfolio :
Customer Success Planning: Oversee and manage key accounts, ensuring their success and satisfaction. Develop and implement strategies to enhance customer engagement and drive value to secure renewals.
Business Reviews: Conduct regular business reviews with key accounts to understand their needs and align our solutions accordingly.
Revenue Growth: Identify upsell and cross-sell opportunities within key accounts to drive revenue growth.
