Senior Customer Success Manager (F/M/X)
Skeepers, France
Job Description
SKEEPERS is an innovative group that is changing the world of customer experience. With a strong international ambition, SKEEPERS helps brands generate value by and for their customers.
With its' one for all platform, SKEEPERS provides brands with a complete solution that allows them to prescriptively activate data collected from customer feedback for marketing purposes.
Recognised as a high-growth group, SKEEPERS has already made it into the Next120 ranking one of the most innovative SaaS companies!
To foster our development, we are constantly looking for great talents who are ready to make a difference on an international scale and strive for our customers!
Created in 2019, SKEEPERS reached 450 employees internationally across 6 countries: France, Spain, Italy, Brazil, Canada, and also USA.
The Role:
As a Senior Customer Success Manager at Skeepers, you will be attributed 30-40 top accounts as part of your client portfolio.
Your role will be to ensure Skeepers' success by maximizing client satisfaction and retention, all that while being driven by our core values: Adoption, Impact, and Valorisation.
All along the Customer Journey, you will be responsible for:
- Establishing meaningful customer relationships from day one; you are the best partner of your customer
- Building a success plan aligned with client business objectives and defining successful KPIs
- Organizing regular Business Reviews to review the Success Plan and define the next goals
- Helping key stakeholders understand the value they are receiving from Skeepers' platform
- Sharing best practices, product roadmap and features which contribute to a better usage
- Balancing the long-term vision with the operational plan
- Collecting data and information to measure the satisfaction and the success (CSAT, NPS, ROI, etc)
- Transforming your customers in active references and Ambassadors
Internally, you must be seen as a customer advocate by:
- Analyzing customer data in order to optimize your activities and priorities efficiently
- Securing - derisking- renewals
- Supporting the Sales team by detecting upsell or cross-sell opportunities
- Providing the Marketing team information and details on specific customer cases
- Giving feedback about customer needs to the Product team
- Having a mentoring approach towards junior CSMs and newcomers
Requirements
You will be the ideal candidate if you:
- Have at least 5 years of experience in a similar position
- Have an experience in a SaaS environment (ideally in CRM or CX)
- Speak French and English fluently
- Are able to collaborate with key accounts and C-levels
- Are autonomous and organised in the management of a portfolio of key and multi-solution clients
- Are data and process oriented in the use of a CS platform (such as Planhat)
- Are proactive, willing to learn but also to share impactful insights
- Are a great story teller and a good team player
SKEEPERS is the right place for you if you are a Go-Getter; someone who likes to deliver results, ready to roll up their sleeves to make things happen, and a positive challenger.
Benefits
As part of Skeepers, you will have the opportunity to:
- Be part of a passionate and very efficient team that will allow you to quickly increase your skills.
- Have the opportunity to play a strategic role within a dynamic structure on an innovative market.?
- Benefit from restaurant vouchers with the Swile Card
- Work in a hybrid way from home or in the office according to your work/life balance.
- Be part of a group that develops an entrepreneurial and intrapreneurially spirit: let your creativity and your desires speak for themselves!