Customer Success Manager, EMEA (12-month contract, French-speaking)

Triple Whale; London (KY); Remote; USD 54,000 - 94,000; Full time

Benefits offered by this job

Remote work

Job summary

Triple Whale Inc. is seeking a Customer Success Manager to join our London team on a fixed-term 12-month contract covering maternity leave. You will manage relationships with ecommerce stores and agency clients, guiding them to success with strategic advice and product recommendations.

Fluency in French is required. You will collaborate across Sales, Solutions Architects, and Support to maximize value and renewals, while delivering tailored success plans and driving product adoption.

Qualifications

• Proficiency in French and English is essential.
• Experience servicing customers in the ecomm space, preferably SaaS.
• Thrives in a dynamic, fast-paced startup environment.
• Excellent written and verbal communication skills.
• Flexible, embraces change and new responsibilities.
• Excellent computer skills and tech-savviness.
• Detail-oriented with ability to manage multiple responsibilities.
• Positive attitude, empathy and high energy; collaborates well in teams.

Responsibilities

• Closely collaborate with Sales, Solutions Architects, and Support to maximize value for clients while retaining and growing revenue.
• Forecast revenue and renewals.
• Understand customer goals and implement tailored success plans.
• Lead executive relationships and identify opportunities to expand Triple Whale products.
• Support lifecycle from goal-setting to renewals, ensuring value delivery and account growth.
• Deliver a consultant perspective in client interactions with customized success plans.
• Develop deep product and market knowledge to advise clients effectively.
• Lead client meetings in-person or via video conference.
• Analyze customer usage to forecast and manage renewal risk."],
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Skills

French

English

Customer service

SaaS experience

Startup environment

Communication

Multitasking

Tech-savvy

Job description

What Do We Do?

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.

We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work – from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective.

More than 65,000 brands like Kitsch, Ouai and True Classic trust Triple Whale to grow faster with fewer resources – uncovering opportunities and acting on them at a scale that would be impossible manually.

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 ... 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.

Join Us in Making Waves

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.

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