International Customer Success Manager
il y a 2 semaines
Description
As an International Customer Success Manager at Fairly Made, your mission is to ensure that every textile brand you work with experiences the highest level of satisfaction and long-term value from our solutions. From the moment of signature, you will guide your clients through their entire journey, acting as both a trusted advisor and the main point of contact for their success.
Your key responsibilities:
Drive customer growth and performance: Manage the entire customer lifecycle, from onboarding to renewal, with a focus on maximizing account value, adoption, and revenue growth.
Develop strategic partnerships: Build trusted relationships with key stakeholders and identify levers to transform satisfaction into tangible business expansion.
Detect and activate growth opportunities: Anticipate client needs, analyze usage patterns, and proactively propose new features or services to drive upsell and cross-sell.
Deliver impactful and ROI-driven solutions: Align our offering with each client's strategic priorities, demonstrating clear business impact and measurable results.
Secure retention and expansion: Prepare timely commercial proposals, ensure smooth renewals, minimize churn, and lead account growth plans to exceed targets.
Act as a business advocate: Represent client insights to internal teams to guide product evolution and strengthen our market positioning.
Monitor performance and share insights: Report on revenue performance, client portfolio evolution, and key learnings during weekly reviews with your manager.
Profile
Relevant experience: At least 2 years in Customer Success or SaaS Account Management, ideally with major international accounts.
Language skills: English fluency is a must, and proficiency in at least one additional foreign language is a plus.
Strong interpersonal skills: You communicate with empathy and clarity, building trustful and long-lasting relationships.
Ambition and autonomy: You take ownership of your responsibilities, embrace challenges, and are not afraid to step up when needed.
Resilience and compassion: You navigate complex situations with a positive mindset, whether supporting clients or collaborating with colleagues.
A true team spirit: You act as a bridge between internal teams (Sales, Marketing, Analysts, Product, Legal) to align client needs with Fairly Made's capabilities.
Analytical mindset: You monitor and drive both client and internal objectives using key performance indicators (ARR, MRR, NPS, CSAT, etc.).
Tech-savviness: You are comfortable with digital tools, curious about best practices in SaaS and Customer Success, and eager to grow your expertise and network.
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