Senior Customer Success Manager W/M/X

Whoz; Paris; Hybrid; EUR 65,000 - 85,000; Full time

Benefits offered by this job

Supportive work environment

Professional development opportunities

Collaborative team culture

Job summary

Whoz is seeking a Senior Customer Success Manager to join their dedicated Customer Success team. The role involves ensuring client satisfaction by optimizing practices on their platform and guiding them through solution adoption. Ideal candidates will have at least 4 years of experience in Customer Success within the SaaS B2B sector and a Master’s degree. This position supports a collaborative environment dedicated to client relationships and performance analytics.

Qualifications

• Minimum of 4 years of experience in Customer Success.
• Strong knowledge of SaaS products and professional service companies.
• Ability to lead discussions at the C-level.

Responsibilities

• Standardize and improve Customer Success processes.
• Maintain and develop relationships with strategic clients.
• Create dashboards and generate business performance reports.
• Analyze customer feedback for product improvements.

Skills

Customer Success role experience

Experience in SaaS B2B industry

Consultative skills

Data analysis and performance tracking

Strong communication skills

Education

Master’s degree from a business or engineering school

Job description

Your role

As a Senior Customer Success Manager at Whoz in the dedicated Customer Success team, part of the Customer Success & Delivery Circle, you will play a key role in ensuring the satisfaction and success of our clients by helping them make the most of our platform. You will be the primary point of contact, guiding clients through solution adoption, optimizing their practices, and ensuring they extract maximum value from our product.

Your mission will be to build strong relationships with our clients, support them throughout their journey, and act as a key connector between their needs and our product’s capabilities, all while working in a collaborative and dynamic environment.

Responsibilities

• Process Optimization: Standardize and improve Customer Success processes for large-scale clients.
• Client Relationship Management: Maintain and develop strong, long-lasting relationships with strategic clients, ensuring their needs are efficiently met.
• Performance Monitoring & Data Analytics: create dashboards and use analytical tools to track key performance indicators (KPIs) such as Monthly Active Users, generating actionable insights to optimize customer outcomes.
• Dashboard & Data Reporting: Generate business performance reports for our client and share data-driven insights to help them make informed decisions and refine their strategies.
• Data Analysis for Solution Adoption: Identify trends in solution adoption through data analysis and develop strategies to boost engagement and maximize platform usage.
• Escalation Management: Handle client escalations and collaborate with internal teams to resolve issues swiftly and effectively. When necessary, engage the Deploy and Support team to take appropriate action.
• Feedback Integration: Collect and analyze customer feedback to help drive product improvements and adjust our offerings accordingly.
• Interact on the day to day basis with the head of CS and participate to the CS strategy definition

Required Qualifications and Skills

• A minimum of 4 years of experience in a Customer Success role with expertise in the SaaS B2B industry.
• Master’s degree from a business school or an engineering school.
• Strong knowledge of SaaS products.
• Deep understanding of Professional Service companies, especially the staffing process.
• Excellent consultative skills, with a proven ability to build trust and drive business value for customers at all organizational levels.
• Experience in data analysis and performance tracking tools to evaluate customer outcomes.
• Ability to lead effective discussions at the C-level and skillfully manage objections.
• Strong communication skills, with a capacity to handle complex issues and facilitate difficult conversations.

Why Join Whoz?

Being part of Whoz adventure means:

• Put your skills and experience into an ambitious project
• Integrating a caring and supportive work environment conducive to personal and professional development and where the key words are Trust, Engagement, Ambition & Mastery (TEAM)
• Be part of a work team where every voice counts and everyone is an actor in the success of the group