Senior Customer Success Manager

JOIN; Paris; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

RTT days

Santé Alan

Swile Card

ClassPass

Macbook Pro

Activités mensuelles

Bureau Paris

Job summary

JOIN recherche un Customer Success Manager pour accompagner ses comptes clés, notamment dans le secteur beauty et cosmétique. Vous serez en contact étroit avec les fondateurs et les équipes techniques, afin d’optimiser l’adoption du produit et la satisfaction client.

Vous travaillerez sur l’organisation de réunions stratégiques, la formation des clients, le suivi des KPIs et le renouvellement des contrats, avec des visites clients et des événements réguliers.

Qualifications

• Minimum 3 ans d'expérience dans le service client SaaS ou numérique.
• Maîtrise du CRM HubSpot est un plus.
• Bilingue français et anglais courant (70% des échanges en anglais).

Responsibilities

• Gérer un portefeuille de comptes clés (L’Oréal) et développer les relations.
• Organiser les réunions de démarrage et les rencontres stratégiques.
• Former et accompagner les clients sur les nouvelles fonctionnalités.
• Analyser les indicateurs de performance et proposer des actions.
• Assurer le support client et remonter les retours au product team.
• Planifier des rendez-vous et des revues d'activité pour maximiser la satisfaction et la fidélisation.
• Conduire le renouvellement des contrats et orchestrer des événements clients.

Skills

Gestion de comptes

Relation client

Analyse KPI

HubSpot CRM

Tools

HubSpot CRM

Job description

By JOINing our team, you’ll be managed by Clara, our Team Lead and work alongside Célia & Ariane (our CSMs) and Mathilde & Khuyen (our Account Managers).

Our team is in charge of the day-to-day customer relationship. Our role is essential within the company. We co-ordinate the different departments to make sure all efforts are focused on improving the performances and processes in a client centric-way. We need to follow the customer journey in order to insure the client retention.

By listening to the client’s needs and challenges, we advice on the best practices and new features available that would improve their performances.

You will have the opportunity to :

• Work directly with Jonathan and Nicolas, our two Co-founders, to support our key account customers.

• Collaborate closely with our technical team, to provide the best possible response to our customers’ issues and feedback on their needs.

Your missions

As a CSM, you will play a key role in developing and managing relationships with our key accounts (L’Oréal brands) in the beauty and cosmetics sector.

Your responsibilities will include :

Managing a key account portfolio:

Identifying and supporting key contacts

• Organize call kick-offs with account decision-makers to fully understand the stakes and key success factors.

• Organization of strategic meetings with decision-makers.

Support and training

• Planning onboarding sessions with project managers to ensure proper understanding and use of our tool.

• Training customers on our new functionalities.

Performance monitoring

• Analyze customer story KPIs and propose actions to improve results.

• Set up regular follow-up meetings to keep customers engaged, gather maximum feedback and make the right recommendations according to their needs.

• Preparation and presentation of business reviews to customers.

Customer support

• Provide high-quality support, answering questions promptly and solving technical problems with a high level of ownership.

• Gather customer feedback and collaborate with the product team to improve our tool.

Building customer loyalty and commitment:

• Develop a close relationship with our customers to understand their needs and respond proactively.

• Plan regular physical meetings and customer lunches.

• Be in charge of the contractual renewal of the customer portfolio by establishing business reviews including the analysis of their KPIs, appropriate recommendations and the presentation of our new products.

• Organize customer events with our marketing team (e.g. loyalty program with trophy system).

This list is not exhaustive. You’ll also take part in internal "build" projects depending on our business challenges, the team’s needs, and your own strengths and interests (e.g. improving HubSpot processes, enhancing upsell detection, etc.).

What we offer

• RTT days: every employee gets up two weeks of RTT

• Delightful healthcare insurance with Alan (100% coverage)

• Swile Card for your lunches (60% paid by JOIN)

• ClassPass: subscription for free classes and activities every month

• All the tools you need: Macbook Pro & noise-cancelling headphones.

• Monthly activities supported by JOIN (climbing, bowling, virtual reality activities, ice skating, etc.).

• Office: office space in the heart of Paris ("Bonne-Nouvelle" metro station).

Our Culture & Values

At JOIN, our culture is the cornerstone of our success! We’re committed to providing a healthy, caring environment in which all our JOINers can flourish. To achieve this, we have 3 fundamental values that we embody on a daily basis and bring to life through a wide range of rituals:

1We Care for individuals and embrace collective work

2We dare, Persevere and learn

3We build trust through Transparency

Want to know more about our core values? Discover our Culture Book now!

You have a minimum of 3 years’ experience in customer service in the SaaS or digital sector. You’re a dynamic thinker you like to find solutions to strengthen links with customers. You know how to manage several accounts simultaneously and prioritize your tasks. You’re customer-centric and know how to build and maintain solid relationships. You have strong analytical skills you know how to monitor and interpret data to identify avenues for improvement and provide customers with concrete strategies. You have a good understanding of KPIs linked to digital engagement (conversion rate, engagement rate...). You are fluent in French and English 70% of exchanges with our key account customers are in English. Knowledge of Hubspot CRM is a +.