Customer Success Manager

Dedale (ex-Software Club); France; Sur place; EUR 40 000 - 70 000; Plein temps

Résumé du poste

A leading company is seeking a Customer Success Manager to lead and enhance the CS team's processes. The ideal candidate will have 3-5 years of experience in B2B customer success and thrive in a startup environment. Responsibilities include ensuring seamless onboarding, relationship management, and driving account renewals and expansion.

Qualifications

• 3-5 years of experience as a Customer Success Manager.
• Experience in B2B CSM position within a start-up or scale-up.
• Familiarity with Fintech is a plus.

Responsabilités

• Lead and scale the Customer Success (CS) team and processes.
• Manage onboarding and renewal processes.
• Ensure relationship management for both KAM and non-KAM accounts.

Connaissances

Relationship Management

Process Improvement

Description du poste

About Dedale:

Dedale is the differentiating source of strategic intelligence in the technology space. With a unique team of over 100 full-time research analysts & planners, Dedale leverages a network of over 10 000 market professionals to deliver on the ground strategic intelligence to investors and corporates, with a core focus around North America and Europe.

Our team gathers top talents with diverse and international backgrounds. Our Research & Investment team has the strongest expertise in the ecosystem on B2B Software due diligence, and we are surrounded by a network of mentors including high-profile tech founders and investors.

Our Culture:

Dedale gathers a group of highly talented international individuals (incl. US, Chinese, Filipino, French, Moroccan, Latvian, Lebanese nationalities among others).

The leadership team is composed of experienced investment professionals & management consultants (ex-McKinsey, BCG consultants & managers).

Our advisory board is extremely high profile, including some of the most successful investors worldwide (incl. Managing Partners of the largest PE and Growth Equity funds, and Tech unicorn entrepreneurs).

We seek to develop a dream team of outstanding investment analysts with strong academic and professional achievements and a passion for investing and technology.

Role & Responsibilities:

Lead and scale the CS team and processes [BUILD]

• Deploy seamless onboarding (sales/CS transition and 'perfect' first 6-months to drive adoption) and renewal processes (100% renewal, on time)

• Automate and scale reporting (account health, engagement and feedback)

• Continuous improvement of requests process

• Training and growth of the CS team members

Relationship management [FRONTLINE]

• For all accounts:

  • Provide all necessary info and warning to KAM/Sales/VPs/Tech team (360° view of each accounts)

  • Collaborate to the build of success plans

  • Ensure day-to-day needs (request & tech issues management and escalation)

  • Ensure proactive engagement (intelligence push management)

• For 'non-KAM' accounts:

  • directly manage relationship and ensure renewal & expansion opportunities

Your Profile:

• 3-5 years of experience working as a CSM

• Experience in B2B CSM position in start-up/scale-up - You'll score additional points if you have worked with a Fintech company

• You are a builder. You thrive in an environment which allows you to create, test and improve processes and ideas.

• You will feel right at home if you have an international experience

Recruitment Process:

• Introductory call with Jan, Talent Acquisition Manager or Tra, Global Head of HR

• 1st Interview with Maxime, our CPO and CDO

• Case Study with Maxime and Cédric, our Head of Sales

• Pre-Final Interview with Ben, our CEO

• Final Interview with Julia, our Managing Director and the HR team