Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team known as the CSquad representing more than 70 nationalities across the world.
In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
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About the job:Are you willing to develop long-term client relationships? To help companies achieve their business goals by having more human digital experiences? We are looking for a highly motivated Customer Success Manager (CSM) to join the Strategic SM team based in Paris!
Reporting to the Manager Customer Success, you will handle a portfolio of Strategic customers (around
15 accounts, usually multinational companies or strategic industries with
high existing revenue amp; big potential for development) and be a central point of contact for the customer during the entire life cycle of their usage of the Contentsquare Solution.
As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to
ensure that customers achieve their strategic business goals and realize value from their Contentsquare product, ultimately
translating into retention and upsell of the client’s subscription. CSMs build and maintain positive relationships with multiple contacts within the assigned customers, including executive roles.
The CSM is also responsible for
driving adoption and utilization of the product by their customer base. They work closely with the Sales teams to help drive
renewals to a successful completion.
Ultimately, the CSM drives the customer’s post-sales experience and serves as a partner concern point for issues that impacts the customer’s success, in collaboration with other internal teams (Product, Customer Services, Marketing, Customer Care, Engineering, etc.).
Chloé is a Manager Customer Success at Contentsquare, and she speaks about her experience and how you can succeed here: https://www.youtube.com/watch?time_continue=105amp;v=rBTgv-KxgYsamp;feature=emb_titleWhat you will do:
- Strategic account management:
- Map all strategic contacts and entities among each of your key accounts.
- Develop strong, trusted and long-term relationship with both sponsors and C Level (very strong intimacy with 2 key decision makers with a shown trusted advisor position: events, consultancy on other topics than UX, advocacy for prospection).
- Build a data-driven success plan for each step of the customer journey accordingly to your client Key Business Objectives.
- Grow each individual account to expand both adoption and regular (at least quarterly) value demonstrations through time.
- Drive renewals to a successful completion and help build upsell strategy (from the very beginning of the relationship), in close collaboration with Sales.
- Influence your client into becoming Contentsquare true advocate through public speaking events, co-creation product projects, etc.
- Identify the clients’ tools ecosystem and work with Partner, Openness and Professional Services teams internally to improve Contentsquare stickiness, by driving high value connectors inline with the clients objectives, if existing, handle the development and deployment of the project (with all collaborators: Product, Third party, Client, Sales).
Operational excellence:- Pro-actively measure and follow your portfolio performances to anticipate and intensify all potential critical situations.
- Through critical thinking, challenge and help strengthen existing processes.
- Best in class adoption and usage of all Customer Success tools and reportings (Gainsight follow up, Account planning,...).
- Continuously improve value methodology, renewal process and global market knowledge to support both internal and external enablement.
Advocacy:- Become a Contentsquare ambassador, both internally and externally.
- Know the market ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments.
- Act as a public speaker: internally and at clients' and prospection events.
We'd love to meet with you:
- You're fully proficient in French and English (majority of French and international clients).
- Confirmed experience in High-Touch Customer Success/Account Management/Senior Consulting positions (min 5 years).
- You know how to build long-term client relationship