Interim Customer Success Manager, EMEA (French-speaking)

Go Fractional; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Triple Whale in London is seeking a Customer Success Manager on a fixed-term 12-month maternity cover to support Enterprise and Mid-Market clients, guiding programs with a consultative, data-driven approach. You will own relationships and advise on marketing strategy, best practices, and feature functionality, with a requirement to support French-speaking customers.

You will collaborate with Sales, Solutions Architects and Support to maximize client value, forecast revenue and renewals, and

Qualifications

• Professional proficiency in written and spoken French and English.
• Experience servicing customers in the ecommerce space, preferably SaaS.
• Ability to thrive in a dynamic startup environment.
• Excellent written and verbal communication skills.
• Detail-oriented with the ability to manage multiple responsibilities.

Responsibilities

• Collaborate with Sales, Solutions Architects, and Support to maximize client value.
• Forecast revenue and renewals.
• Understand client goals and implement tailored success plans.
• Lead executive-level relationships and expand product usage.
• Develop customized success plans based on client goals and challenges.
• Analyse customer usage to forecast renewals and manage risk.
• Translate client feedback into product requirements.
• Contribute to continuous improvement of the customer experience.

Skills

French (fluent)

English (fluent)

SaaS experience

Ecommerce experience

Excellent communication

Startup environment

Job description

What You're Applying For:

We’re looking for a Customer Success Manager to join our London team on a fixed-term 12-month contract covering maternity leave, with the potential to transition into a permanent role, subject to business needs and headcount approval.

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise and Mid-Market clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

This CSM will own relationships with our Enterprise and Mid-Market clients and lead their programme strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. This role will support our customers in the French market, fluency in French is required.

What You'll Do:

• Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
• Revenue and renewal forecasting
• Understand customers’ goals, and implementing tailored success plans
• Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all client interactions - creating customised success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyse customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

What You'll Bring:

• Professional proficiency in spoken and written French and English is essential
• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Thrives in a collaborative team environment

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.