Customer Success Specialist

Azeus Convene; Paris; Sur place; EUR 35 000 - 55 000; Plein temps

Résumé du poste

Azeus Convene is seeking a Customer Success Specialist to oversee customer journeys, ensuring high retention and satisfaction. This role involves proactive customer engagement, upselling opportunities, and collaboration with Sales and Marketing teams, aiming to build strong relationships and value for assigned accounts.

Qualifications

• Experience in customer success or account management in a SaaS environment.
• Ability to analyze customer data for retention strategies.
• Strong communication and relationship-building skills.

Responsabilités

• Organize customer webinars and engage in community discussions.
• Conduct customer usage analyses and develop success reports.
• Provide ongoing training to maximize customer Utilization of Convene.

Connaissances

Communication

Interpersonal Skills

Account Management

Customer Engagement

Data Analysis

Outils

CRM tools

Description du poste

As an Azeus Convene Customer Success Specialist, you will be the dedicated Account Manager for your assigned customers, overseeing their entire journey and serving as the initial point for escalation. You will work closely with our Sales, Marketing, and Support teams to drive customer engagement, retention, and expansion. You will ensure customers are fully utilizing Convene during post-sales implementation. Reporting to the Head of Customer Success in Europe, you will be responsible for onboarding, growth, customer relationship management, and retention of your accounts.

Additionally, you will proactively engage with existing customers to help them derive maximum value from Convene, while identifying opportunities for upselling based on data-driven insights. Your goal is to build strong, lasting relationships that drive customer satisfaction, loyalty, and long-term success.

Role and Key Responsibilities

Customer Engagement & Retention

• Organize and host customer webinars to share best practices, showcase new features, and demonstrate real-world applications of Convene.
• Actively contribute to LinkedIn groups, fostering discussions and encouraging knowledge-sharing among customers.
• Analyze customer feedback from webinars, LinkedIn groups, and direct interactions to identify trends and improvement areas.
• Ensure customers receive continuous training and guidance to maximize their use of Convene, improving retention rates.
• Engage regularly with existing customers to guide them through the implementation process from start to finish, putting the customer at the center of your efforts to ensure success.

Strategic Upselling & ABM Approach

• Conduct regular customer usage analyses to assess how customers interact with Convene and identify opportunities for expansion.
• Work with Sales and Marketing to implement a "few-to-few" Account-Based Marketing (ABM) approach, tailoring upsell recommendations based on purchasing behavior of similar customers.
• Provide customer success reviews to highlight underutilized features and suggest add-ons that align with business needs.

Operational & Reporting Responsibilities

• Engage with existing customers via email, phone, remotely, and onsite if required, providing responses to their requirements proactively and promptly.
• Develop customer success reports, tracking engagement levels, feature adoption, and potential upsell opportunities.
• Produce blog content on new and existing Convene features, showcasing how customers can enhance their usage.
• Update and manage HubSpot CRM, ensuring accurate records of customer interactions and upselling potential.
• Attend conferences and exhibitions to engage with prospective and existing customers.

Required Skills & Qualifications

• Strong communication and interpersonal skills, with the ability to build long-term customer relationships.
• Experience in customer success, account management, or sales within a SaaS or technology-driven environment.
• Ability to analyze customer usage data and translate insights into actionable retention and upsell strategies.
• Proficiency with CRM tools such as HubSpot and familiarity with ABM methodologies is a plus.
• Experience with webinar hosting, content creation, or community engagement is desirable.