Customer Success Manager (M/F)

Make IT Safe; Nantes; Hybride; EUR 42 000 - 66 000; Plein temps

Résumé du poste

Make IT Safe in Nantes is seeking a Customer Success Manager to drive client relationships, onboarding and adoption of our cybersecurity SaaS solution. You will lead onboarding journeys, create helpful guides, and collaborate with Product and Sales to address feedback and opportunities.

Ideal candidates have 2+ years in a CSM role, strong communication skills, and a solid understanding of cybersecurity or SaaS business needs. This is a hybrid role based at our Nantes office.

Qualifications

• 2+ years in a similar CSM role.
• Excellent interpersonal and communication skills, both written and spoken.
• Understanding of cybersecurity or SaaS business needs.
• Ability to prioritise and work autonomously in a fast-changing environment.
• Interest in analysing client data and measuring satisfaction.

Responsabilités

• Build and maintain a relationship of trust throughout the client lifecycle.
• Respond to client needs and anticipate their expectations.
• Run regular account reviews and set up suitable action plans.
• Develop onboarding, adoption and retention processes.
• Create guides, tutorials and educational documents to make our solution easier to use.
• Design personalised onboarding journeys with the Project team to ensure smooth adoption.
• Handle level 1 support and track user feedback to improve releases.
• Identify cross-sell and upsell opportunities with the sales team.
• Monitor client health indicators and anticipate renewals.

Connaissances

CSM experience

Interpersonal skills

Cybersecurity/SaaS understanding

Autonomy

Client data analysis

Formation

Bachelor’s degree or 4-year degree

Description du poste

Your responsibilities

As Customer Success Manager, you will be in charge of:

Managing the client relationship

• Build and maintain a relationship of trust throughout the client lifecycle.
• Respond to client needs and anticipate their expectations.
• Run regular account reviews and set up suitable action plans.
• Develop client onboarding, adoption and retention processes.

Creating support content

• Develop guides, tutorials and educational documents to make our solution easier to use.
• Design personalised onboarding journeys with the Project team to ensure smooth adoption.

Continuous product improvement

• Handle level 1 support.
• Track and qualify user feedback and validate releases to production.
• Collect and analyse user feedback to identify areas for improvement.
• Work with the Business, Product and Tech teams to prioritise and integrate client feedback.

Spotting opportunities

• Identify cross-sell and upsell opportunities based on clients’ evolving needs.
• Work with the sales team to offer suitable solutions and maximise the value delivered.

Reducing churn

• Build and monitor client health indicators.
• Implement proactive strategies to prevent disengagement.
• Anticipate contract renewals and liaise with sales administration on current and upcoming invoicing.

Who we are looking for

Required skills

• Proven experience in a similar CSM role (at least 2 years).
• Excellent interpersonal and communication skills, both written and spoken.
• Good understanding of business needs in cybersecurity or SaaS software.
• Ability to prioritise and work autonomously in a fast-changing environment.
• Interest in analysing client data and measuring satisfaction.

Soft skills

• Proactive, shows initiative.
• Empathy and client focus.
• Rigour and organisation.

Practical information

• Contract: Fixed-term contract (CDD), 6 to 11 months
• Location: Hybrid, based at our Nantes office
• Travel: Occasional travel required
• Education: Bachelor’s degree or 4-year degree (Bac +3, Bac +4)
• Experience: At least 2 years in a similar role

Ready to take on the challenge? Above all, we are looking for skills and personality.

Because diversity makes us stronger, particular attention will be paid to applicants with disabilities, so that everyone has their place in our teams.

About MakeITSafe

We publish a sovereign solution for managing cyber compliance and risk (NIS 2, DORA, ISO 27001, and GDPR too), on the market since 2018. It came out of the merger of Peridiag, dedicated to third-party cyber risk assessment, and Book My Data, specialised in GDPR compliance.

30+ employees in Nantes and Paris, 150+ customers onboarded. The platform is hosted in France on OVHcloud and 3DS OUTSCALE, in ISO 27001 and 27701 certified datacentres, with a dedicated SecNumCloud offer.