Customer Success Manager

Jobtailor; Paris; Sur place; EUR 42 000 - 66 000; Plein temps

Résumé du poste

Jobtailor is seeking a proactive Customer Success professional to partner with a portfolio of Heidi’s customers, guiding them from onboarding to value realization in a SaaS environment.

You will lead onboarding, tailor adoption plans, and collaborate with product, engineering and support to ensure a seamless customer experience—while tracking metrics like time-to-first-value and early activation to demonstrate measurable success.

Qualifications

• 2+ years in a customer success role at a SaaS company.
• Familiar with France’s healthcare ecosystem.
• Excellent written and spoken communication.
• Strong organization and ability to manage multiple projects.
• Self-starter with proactive problem solving and relationship building.
• Hungry, competitive mindset and ability to navigate fast-paced environments.

Responsabilités

• Lead onboarding from planning through go-live.
• Track metrics like time-to-first-value and early activation.
• Develop tailored adoption plans to maximise user engagement and satisfaction.
• Identify expansion opportunities and mitigate churn risks.
• Build executive-level relationships and advocate for customer needs.
• Collaborate with product, engineering, and support to ensure a smooth customer experience.
• Share insights to influence product development and feature prioritisation.

Connaissances

Customer success

SaaS

France healthcare

Stakeholder mgmt

Communication

Organization

Description du poste

Overview

Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.

Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.

Track and improve metrics along customer journey like time-to-first-value and early activation.

Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.

Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.

Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.

Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.

Collaborate with product, engineering, and support teams to ensure a smooth customer experience.

Gather and share insights to influence product development and feature prioritisation.

Requirements

• 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
• Familiarity with France’s healthcare ecosystem (both public and private).
• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
• Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
• Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
• Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you.