Strategic Customer Success Manager

Lengow; Nantes; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading company in e-commerce solutions seeks a Customer Success Manager to enhance customer satisfaction and retention. The role involves building strong client relationships, developing strategies for account engagement, and managing contracts. Join a collaborative team with growth opportunities and a positive environment.

Prestations

Daily meal vouchers

Private insurance

Remote work allowances

Flexible working hours

Transportation ticket reimbursement

Participation in professional events

Weekly Happy Hour

Qualifications

• At least 3 years in a similar role managing complex, strategic accounts.
• Experience in e-commerce is required.

Responsabilités

• Drive customer engagement and promote product adoption.
• Negotiate and manage contracts, including upselling and renewals.
• Coordinate technical projects and resolve day-to-day technical issues.

Connaissances

Communication

Analytical Skills

Customer Handling

Multitasking

Resilience

Description du poste

Lengow is a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow’s comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.

Position description:

Part of Lengow Customer Success Department, the CSM team is composed of 20 multi-language and experienced professionals from 10 different countries. Our objective is to enhance customer satisfaction and retention by assisting with adoption actions, contract management, building long-term relationships, and developing complex business strategies.

The Role:

We are seeking a customer-centric CSM to build strong relationships with clients. The CSM will drive customer engagement, promote product adoption, develop account plans, and expand high-potential client portfolios.

The main goals are to:

1. Be the main point of contact during the entire customer journey, from kickoff to renewal.
2. Establish sustainable relationships through open and interactive communication.
3. Develop strategies for accounts to foster engagement and loyalty, reducing churn.
4. Identify and assess customer needs to ensure satisfaction.
5. Negotiate and manage contracts, including upselling, downsizing, and renewals.
6. Proactively identify expansion and cross-sell opportunities to enhance net retention.
7. Lead Quarterly Business Review meetings with key customers, demonstrating our product's value through data-driven insights.
8. Coordinate technical projects and resolve day-to-day technical issues with our tech team, providing guidance and solutions.
9. Maintain records of customer interactions in CRM, adhering to communication policies.

OKRs:

1. After 1 month: Complete training and shadowing, able to handle client meetings independently.
2. After 3 months: Manage own portfolio strategy and begin executing it, focusing on team targets (NRR, Upsell, meeting coverage).
3. After 6 months: Achieve full autonomy and start meeting team targets.

Our CSM team members support each other, share knowledge, and foster a trusting, positive environment. We seek someone adaptable and eager to thrive in this environment.

Potential for growth:

• Cross-departmental opportunities (onboarding, sales, training, etc.)
• Vertical growth (solution expert, team lead, etc.)

Desired skills and experience:

• Languages: Fluent/native in French and English; Spanish is a plus.
• Experience in e-commerce is required.
• At least 3 years in a similar role managing complex, strategic accounts.
• Strong logical and analytical skills.
• Excellent communication, active listening, and customer handling skills.
• Ability to multitask, prioritize, and manage time effectively.
• Resilience and results-oriented mindset, especially in challenging situations.

Hiring process:

• Phone interview with HR (Alexandre)
• Online interview with Team Lead (Julie)
• In-person interview & Business case with Head of CSM (Mathieu) and Julie
• Team introduction
• Offer letter

Benefits of joining Lengow:

• €8 daily meal vouchers
• Malakoff Humanis private insurance & prevision
• Up to 3 remote days per week
• Flexible working hours
• Bike mileage or 50% transportation ticket reimbursement
• Remote work allowances
• Participation in professional events (Devoxx, Meetup, etc.) and team-building activities
• Weekly Happy Hour on Thursdays with food and drinks