Customer Success Manager

il y a 1 semaine

Paris, Île-de-France Arago Consulting Temps plein

Arago is a dynamic consulting group specialized in implementing innovative solutions for businesses, covering digital transformation, SaaS tools, HRIS and managed services.

Thanks to our strong ecosystem of partners and deep expertise, we support our clients at every stage of their digital transformation journey. With a passionate team and an international presence (France HQ, Belgium, Switzerland, Spain, Portugal, Morocco, Canada, Colombia), we combine expertise, innovation and client service excellence.

As we continue to grow, we are looking for a Customer Success Manager (CSM) to strengthen client relationships in France and ensure the success and satisfaction of our services.

Location: Paris or Bordeaux

Occasional travel to meet clients (1–2 times per year per client, or as needed)

Minimum 1 day per week at the Paris office

Your main responsibilities:

As a Customer Success Manager, you will be the primary point of contact for your clients and contribute to client retention and portfolio growth. You will be responsible for:

  • Strengthening relationships between Arago and our clients, maintaining a global view of your portfolio
  • Managing contracts: tracking hours, renewals, invoicing and storing contract-related documents (including GDPR)
  • Organizing steering committees (Copils) with clients and internal teams (Delivery / Country Manager, Team Manager, Quality Manager, Sales, Project Manager…)
  • Monitoring KPIs and reporting on support activities
  • Managing client escalations and coordinating with the support team
  • Identifying and creating new opportunities (new modules, products, audits…)
  • Aligning with client strategy and project roadmaps
  • Facilitating communication and collaboration between support, sales and client teams
  • Collecting and promoting client feedback through surveys and user meetings
  • Ensuring client satisfaction and mitigating client churn risks

Additional responsibilities:

  • Organizing release management sessions
  • Sharing roadmap plans and creating development opportunities
  • Occasionally traveling to meet clients to build strong relationships

Your profile:

  • Bachelor's or Master's degree in Project Management, Business, or equivalent
  • Proven experience in Customer Success, Account Management, or client-facing project roles
  • Knowledge of SuccessFactors environment and HRIS is a plus
  • Experience in contract and budget management
  • Ability to manage cross-functional teams without direct reporting lines
  • Fluent in English
  • Proficient in Microsoft Office and ticketing tools
  • Excellent interpersonal skills: communication, listening and client education
  • Strong analytical and synthesis skills, autonomy, organization and flexibility

Why join us?

Arago's values guide our everyday work:

  • Collaboration
  • Trust & Engagement
  • Excellence

We offer:

  • Exposure to diverse clients and projects in France and internationally
  • Continuous learning and professional development opportunities
  • Participation in high-value strategic projects
  • A dynamic, international and fast-growing environment

Recruitment process

  • HR interview
  • Manager interview
  • Country Delivery Manager interview

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