Customer Success Manager

This is a fully remote position, open to applicants in France.

📋 Description

• The Customer Success Manager is essential in providing a high-quality and consistent post-sale experience for Prosci clients.

• This role encompasses client onboarding, customer coordination, relationship management, and facilitating the adoption of change management services and products associated with Prosci’s license and membership offerings.

• The specialist works closely with internal teams to ensure that clients meet their objectives.

• Client Engagement and Relationship Management: Act as the main point of contact after the sale for license and membership clients. Set clear expectations regarding timelines, roles, and next steps while fostering positive, professional relationships with clients.

• Conduct regular check-ins and support business reviews to gauge client goals, progress, and satisfaction, while escalating risks or opportunities as necessary.

• Utilize best practices to retain and renew Membership and Licensed software.

• Proactive Client Support and Advocacy: Serve as a trusted partner to clients by offering guidance, addressing questions, and proactively identifying potential needs or concerns.

• Assist in the implementation of Prosci’s solutions by guiding clients through setup activities and initial adoption milestones.

• Keep accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems.

⛳️ Requirements

• A Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience.

• 4–7 years of experience in customer success, account support, client services, or a similar role.

• Proven ability to support client relationships and contribute to successful service delivery in a collaborative environment.

• Customer Focus: Emphasizes client needs with a "client’s best friend" mentality, building strong relationships to provide exceptional service and customized solutions that foster customer success.

• Build Relationships: Cultivates effective working relationships with clients and internal partners through trust, collaboration, and clear communication.

• Communicates Effectively: Provides clear, concise, and tailored communications across various formats, ensuring a comprehensive understanding of diverse audience needs.

• Decision Quality: Makes informed, timely decisions by analyzing data and trends, driving successful outcomes for clients.

• Situational Adaptability: Modifies approaches and behaviors in real-time to effectively respond to evolving client and team needs in a dynamic environment.

• Resourcefulness: Proactively leverages available resources to tackle client challenges and achieve organizational goals with effective, timely solutions.

• Experience using CRM systems to manage client data and monitor engagement; Salesforce experience is preferred but not mandatory.

• Proficiency with Microsoft 365 and virtual meeting platforms.

• Microsoft Office skills including basic capabilities plus proficiency in Excel.

• General understanding of professional services delivery models; familiarity with change management concepts is advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.

• A collaborative team culture that values innovation and diversity.