Customer Success Manager - M / F

MyTraffic; Paris; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading location analytics platform in Paris seeks a Customer Success Manager to enhance client satisfaction through onboarding and ongoing support. The ideal candidate is fluent in French and English, with at least 4 years of SaaS B2B experience and a customer-centric approach. You will manage key accounts, conduct quarterly reviews, and drive impactful projects. An innovative work environment awaits you, fostering high impact and cross-functional collaboration.

Prestations

Dynamic work environment

High impact solutions

Cross-functional collaboration

Qualifications

• At least 4 years in a Customer Success Manager role in SaaS B2B.
• Experience managing a significant client portfolio.
• Proven track record focusing on client satisfaction.

Responsabilités

• Onboard new clients and monitor their platform adoption.
• Conduct quarterly business reviews and ensure account plans.
• Drive cross-functional projects enhancing customer success.

Connaissances

Customer-centric approach

Experience in SaaS B2B

Strong organizational skills

Fluent in French and English

Team player

Troubleshooting mindset

Outils

Amplitude

CRM

Intercom

Description du poste

We empower the physical world with the capabilities of digital technology.

MyTraffic is a platform that helps organizations make better, more accurate, and more reliable investment decisions for their physical locations.

Started in France in 2016, Mytraffic mission is to empower commerce professionals with the best location analytics and insights to be smarter every day and design the best experiences in physical locations.

We already serve more than 500 customers in many different sectors (Retail, Real Estate, Consulting Companies, Cities…) all over Europe to help them expand their businesses, analyze or predict performances of investments, understand their customers’ habits, benchmark their results with competition… Mytraffic is a hyper growing scale up (+110% / year) supported by 30 Millions € Series B fundraising round with Axa Venture Partners, Alven and Kernel Investissements in November 2022 to finance its European expansion.

In January 2024, Mytraffic announced the strategic acquisition of the Spanish start up Geoblink, becoming Europe's premier location intelligence platform.

🤝 About our team :

You will work in a team of 15 Customer Success Managers and report to a Lead CSM, under the Head of Customer Success, Adei. The team will keep growing in the coming months / years. Enrich it, share your vision, and grow within MyTraffic!

💼 To give you more details about your day-to-day at MyTraffic :

Adoption and operational excellence

• Onboarding new clients (including creating clients' platform accounts),
• Build a usage centric approach of the platform, and monitor the user’s adoption,
• Pro-actively measure and follow your portfolio performances to anticipate and mitigate all potential critical situations,
• Collaborate with product team to share customer feedbacks, deploy new use cases and enrich customer experience,
• Conducting monthly meetings with clients to ensure platform adoption is instilled,
• Answering in a timely manner clients' requests and advising on best practices (example : conducting plateforme trainings).

Account and Business Planning

• Leading quaterly business reviews with Sales
• Recommend, drive and execute the account plan on your portfolio, and lead customer relationship as a trusted advisor,
• Influence your client into becoming Mytraffic true advocate through public speaking events, testimonials, success stories.

Contribute to CSM team structure and customer outreach

• Drive cross-functional projects, team methodologies and ensure automating success process for our clients' scalability,
• Being the internal voice of our clients,
• Guarantee a best in class adoption and usage of all Customer Success tools and reportings (Amplitude, CRM, Intercom).

🫵 About you :

• You are native in french and you speak english perfectly
• You have experience : you have at least 4 years in a CSM role, in Saas B2B and on a complex solution. Or a previous experience in the data industry,
• You’re Customer-centric : You have already managed an important client portfolio with key accounts. You have a proven track record focusing on client satisfaction,
• You’re business oriented : you master sales cycles, anti churn strategies and portfolio expansion,
• You’re a team player : at the core of the organization, you collaborate with all teams and have a positive impact on people,
• You’re a challenger : asking Why is your motto, you challenge the statu quo, you understand and measure the impact,
• You’ve a troubleshooter mindset : You are resilient, coachable, and always wanted to find the best solution for our clients,
• You’re an organizer : you’ve strong presentation & organizational skills, operational excellence is key too you,

🎁 What we offer :

• Dynamic Work Environment : Our department is a hub of innovation, testing new technologies and exploring new verticals.
• High Impact : The quality of our analyses is recognized by major market players, and our solutions have a significant impact on our clients.
• Cross-functional Collaboration : You will be the link between various MyTraffic teams throughout project timelines, ensuring comprehensive and effective solutions.

⚙️ The Recruitment Process

1. 30 min with our Talent Acquisition
2. 30 min with your future manager
3. 45 min Business case
4. 45 min Values Interview
5. 30 min with our N+2, Adei