Customer Success Manager - Paris

YOOBIC; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

25 days holiday

Mutuelle coverage

Team events

HIIT sessions

Training and coaching

Résumé du poste

YOOBIC is seeking a Customer Success Manager to join its Paris-based team. You will own client relationships, advise on business processes, and drive value realization of the YOOBIC platform across a portfolio of customers.

You will collaborate with Product, Sales, and Account Management to shape adoption strategies, lead quarterly reviews, and ensure long-term customer success in a dynamic, international environment.

Qualifications

• Experience in a Customer Success, Client Relationship, or Consulting role within a B2B SaaS business.
• Client-facing, people-oriented nature with strong communication skills.
• Experience running Quarterly Business Reviews (QBRs).
• Strong data analysis and KPI reporting abilities.
• Self-starter with a collaborative, cross-functional mindset.

Responsabilités

• Manage and grow relationships with key client stakeholders across your portfolio.
• Define high-level account strategies for each customer to ensure long-term adoption, satisfaction and success.
• Lead EBRs and operational reviews with clients and executives to maximize business objectives.
• Identify opportunities for improvement and ensure optimal use of the YOOBIC solution.
• Negotiate renewals and manage redlining in collaboration with Sales.

Connaissances

Client relationship

B2B SaaS

Quarterly Business Reviews

Analytical skills

Proactive attitude

Start-up mindset

Interpersonal communication

French & English fluency

Description du poste

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

What we need...

We're looking for a talented Customer Success Manager to join our Customer Success team. You'll join a dynamic, client-obsessed team that makes a significant contribution to YOOBIC's retention and growth. The Customer Success Manager (CSM) supports clients' adoption and value realization of the YOOBIC solution.

CSMs at YOOBIC take ownership of the client relationship - advising on business processes and providing counsel and guidance to ensure clients' business objectives are met. The CSM also acts as an internal advocate for the client, helping to drive support and change when needed so clients can achieve their goals.

What you'll do...

• Manage and grow relationships with key client stakeholders across your portfolio
• Define high-level account strategies for each customer to ensure long-term adoption, satisfaction and success
• Ensure the overall health of your customers and define joint success plans, reviewed at Executive Business Reviews (EBRs) with customers' project teams and executive sponsors, to maximize their business objectives
• Organize EBRs and operational reviews with clients, with frequency depending on customer ARR size
• Identify opportunities for improvement, ensuring optimal use of the solution and managing day-to-day follow-up on client activity and operations
• Flag potential risks early to continuously enhance business and operational efficiency
• Leverage YOOBIC and client KPIs and data analysis to support decision-making
• Proactively solve client issues
• Act as a functional and strategic advisor to your customers, building strong relationships at every level of their organization
• Develop a consultative relationship with each client, working alongside Sales and Account Management to provide solution planning support
• Work closely with our Product team to help shape the evolution of the app based on market requirements
• Partner with our global Customer Success team to share and develop best practices
• Prove value with your Tier 1 and Tier 2 customers
• Negotiate renewals and manage redlining
• Take on additional responsibilities as needed - because that's the kind of person you are!

What you have...

• Experience in a Customer Success, Client Relationship, or Consulting role within a B2B SaaS business, ideally working with smaller accounts
• A client-facing, people-oriented nature
• Experience developing and running Quarterly Business Reviews
• Strong analytical skills (data analysis, reports, KPIs and metrics, etc.)
• A proactive, "get things done" attitude
• A start-up/scale-up mentality - you learn fast and are a natural problem solver
• A resourceful nature, with excellent interpersonal and communication skills
• The ability to adapt and work within an international environment
• Intellectual curiosity, tenacity and organization
• An eye for detail - the little things matter to you, and you spot them easily
• Fluency in English and French; additional languages, especially Spanish or Italian, are a plus

Nice to have:

• A retail operational background (visual merchandising, store operations, etc.)
• Familiarity with YOOBIC as a user
• Experience with contract redlining and negotiation

This is a Paris-based role. Standard office hours are 9am-6pm, Monday to Friday, with a hybrid policy of 2-3 days in the office and the rest remote.

What we offer...

• 25 days holiday (plus RTT - subject to eligibility)
• Mutuelle coverage for you and your family (optional)
• Team events including weekly lunches and lots of social events
• Free online HIIT sessions
• Regular training and coaching to make you even better in your role

We are an equal opportunity employer that values diversity and inclusion. We are committed to equal employment opportunities and want to ensure our recruitment process is accessible to everyone. If you have a disability or additional need that requires reasonable accommodations during the process, please don't hesitate to let us know. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.