Customer Success Manager (All genders)

Dailymotion; Madrid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

Una empresa de tecnología de video está buscando un Customer Success Manager en Madrid. El candidato ideal será responsable de guiar a los clientes en el uso de la plataforma, gestionar relaciones y asegurar el éxito en la estrategia de video. Se requieren habilidades en inglés y francés, junto con una sólida orientación al cliente y habilidades técnicas. Ofrecemos un contrato permanente y un ambiente inclusivo.

Formación

• Fluidez en inglés y francés, tanto en comunicación escrita como verbal.
• Habilidad para guiar y reasegurar a los clientes de manera estructurada.
• Capacidad para comprender conceptos técnicos y explicarlos a usuarios no técnicos.
• Buscar constantemente nuevas ideas y flujos de trabajo para optimizar tareas.
• Preguntar lo necesario y anticipar necesidades y desafíos.
• Mantener la calma y ser ingenioso buscando soluciones.
• Colaborar eficazmente con equipos técnicos, de ventas y soporte.
• Habilidades sólidas en gestión de proyectos para manejar múltiples clientes.

Responsabilidades

• Dirigir sesiones de onboarding estructuradas para clientes nuevos.
• Reasegurar y apoyar a los nuevos clientes para que se sientan valorados.
• Limitar la rotación identificando clientes en riesgo y tomando acciones correctivas.
• Entender los aspectos técnicos de la plataforma para guiar a los clientes.
• Gestionar múltiples procesos de onboarding simultáneamente.
• Monitorear el uso, identificar desafíos y proporcionar soluciones.
• Recopilar comentarios de los clientes para mejorar procesos y documentación.

Conocimientos

Fluidez en inglés

Fluidez en francés

Orientación al cliente

Comprensión técnica

Resolución de problemas

Trabajo en equipo

Gestión de proyectos

Descripción del empleo

Dailymotion is more than a video platform; it’s a visual conversation in motion, based on a unique algorithm designed to broaden users’ horizons. Dailymotion brings nuance to the debates that animate young people and puts listening, discovery, and kindness back at the heart of interactions to help build a better and safer Internet.



Dailymotion is also “Dailymotion Pro,” a video hosting and broadcasting solution for professionals in all industries, and “Dailymotion Advertising,” a powerful, proprietary video advertising stack offering a high-quality, secure environment for brands.

Our team is made up of 400 people in France, New York, and Singapore, all united by the same ambition: to visibly shake up the global video platform ecosystem.

Descripción del empleo

As a Customer Success Manager at Dailymotion, you work closely with our Dailymotion Pro customers and provide them with a structured onboarding experience, guide them through the platform, and ensure their video strategy is effectively implemented and successful.

By fostering strong relationships and providing expert guidance, you will map out customer key business objectives, audit platform usage, identify opportunities and create action plans to fulfill clients’ needs.

Also, you will coordinate different teams and resources (Support, Sales, Engineering…) to organize the different onboarding steps and address the customer requirements.

• Onboarding & Customer Guidance – Lead structured onboarding sessions, ensuring customers understand how to use our platform effectively.
• Customer Relationship Management – Reassure and support new customers, ensuring they feel valued and have a clear point of contact.
• Client retention - Limit churn by identifying customers at risk and implementing corrective actions.
• Technical Understanding & Problem Solving – Understand the technical aspects of our platform to guide customers effectively, escalating issues when needed.
• Project Coordination – Manage multiple customer onboarding processes simultaneously, collaborating with technical, sales, and support teams.
• Customer Engagement & Success – Monitor usage, proactively identify challenges, and provide solutions to optimize their experience.
• Continuous Improvement – Gather customer feedback and collaborate with internal teams to improve documentation, onboarding processes, and product usability.
  
  

Requisitos

• Languages – You’re fluent in both English and French, confident in both written and spoken communication.
• Customer-Focused – You know how to onboard, reassure, and guide customers in a structured and engaging way.
• Tech-Savvy – You can grasp technical concepts and explain them clearly to non-technical users.
• Efficient – You constantly seek new ideas and workflows to streamline your tasks, allowing you to focus on high-impact priorities.
• Proactive & Curious – You ask the right questions, dig deeper, and anticipate customer needs and challenges before they arise.
• Problem-Solver – You remain calm and resourceful, always looking for solutions.
• Team Player – You work well with different teams (technical, sales, support) and align efforts to ensure a great customer experience.
• Organized – You have solid project management skills and can handle multiple customers at different stages of onboarding.
  
  

Información adicional

• Location: Madrid, Spain
• Type of contract: Permanent
• Start Date: ASAP

Dailymotion is proud to be an equal employment opportunity and affirmative action employer. We value inclusion and we want you to help us thrive for a more diverse community.

All our job offers are open to people with disabilities or impairments, and we actively encourage everyone to apply. If you have any accessibility needs or require any accommodations for the hiring process, please let us know in advance so that we can make any necessary arrangements.