Customer Success Manager, SMB (French)

TN United Kingdom; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the SaaS sector is seeking a Customer Success Specialist to manage client relationships effectively. This role requires a minimum of 2 years of experience in a similar position and fluency in French, allowing you to guide customers in achieving their business goals. You will be pivotal in ensuring customer satisfaction, managing renewals, and facilitating opportunities for upselling within a dynamic work environment.

Benefits

Generous PTO policy

Paid volunteer days

Company equity for all full-time employees

Employee-led inclusion and belonging programs

Peer-to-peer recognition through Bonusly

Qualifications

• Minimum 2 years experience in Customer Success.
• Fluent in French both verbally and written.
• Proven ability to manage customer relationships effectively.

Responsibilities

• Guide customers through their lifecycle via strategic communication.
• Support annual renewal processes and ensure customer retention.
• Contribute to team metrics and operational success.

Skills

Communication skills

Customer engagement

Problem solving

Fluency in French

Tools

CRM software

Salesforce

Job description

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• Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement
• Fluent in French both verbally and written.
• Strong communication skills over email, the phone, or video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.
• Experience with, and passion for, helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across a book of business.
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
• Supports customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind.
• Hands off cross-sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions.
• Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics).
• Previous experience with a CRM like Gainsight is a plus!
• Optional: You have personal experience with 1Password or cybersecurity. While not required, it’ll help you quickly have confidence in this role.

What you can expect:

• Month 1
• Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.
• Learn Salesforce, what and how we track, and the benefits of keeping customer information within it updated.
• By the end of the first month, you’ll be able to guide an SMB sized customer through an intro discussion in our Customer Success process.
• Month 3
• Can guide a small customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer.
• Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.
• Build and maintain a healthy account book of customers.
• Month 6
• Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams.

What we're looking for:

• Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement
• Fluent in French both verbally and written.
• Strong communication skills over email, the phone, or video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.
• Experience with, and passion for, helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across a book of business.
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
• Supports customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind.
• Hands off cross-sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions.
• Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics).
• Previous experience with a CRM like Gainsight is a plus!
• Optional: You have personal experience with 1Password or cybersecurity. While not required, it’ll help you quickly have confidence in this role.

What you can expect:

• Month 1
• Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.
• Learn Salesforce, what and how we track, and the benefits of keeping customer information within it updated.
• By the end of the first month, you’ll be able to guide an SMB sized customer through an intro discussion in our Customer Success process.
• Month 3
• Can guide a small customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer.
• Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.
• Build and maintain a healthy account book of customers.
• Month 6
• Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams.

Our cultureAt 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful.

Our approach to remote work We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across EMEA, Canada and/or the USA. In leadership roles, you can expect to travel once per month on average.What we offer We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: Maternity and parental leave top-up programs, Generous PTO policy, Four company-wide wellness days, Company equity for all full-time employees, Retirement matching program, Free 1Password account, Paid volunteer days, Employee-led inclusion and belonging programs and ERGs, Peer-to-peer recognition through Bonusly.