Customer Success Manager, EMEA, French-speaking

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

📋 Description

• Provide support to ecommerce stores and agency clients in the Enterprise and Mid-Market sectors.

• Cultivate relationships with Enterprise and Mid-Market clients while leading program strategy in a consultative, data-driven manner.

• Offer guidance to customers on marketing strategies, best practices, and feature functionalities.

• Collaborate with Sales, Solutions Architects, and Support teams to maximize client value while retaining and enhancing revenue.

• Conduct revenue and renewal forecasting.

• Comprehend customer objectives and implement customized success plans.

• Foster executive-level relationships and identify opportunities for expanding clients' usage of the Triple Whale product suite.

• Oversee client relationships throughout the account lifecycle, including goal-setting, value delivery, account growth, product adoption, and renewals.

• Provide a consulting perspective during client interactions and develop personalized success plans.

• Maintain comprehensive knowledge of products and the marketing landscape.

• Lead and conduct client meetings both in person and via video conferencing.

• Analyze customer usage, forecast renewals, manage risks, and create resolution strategies.

• Collect product and integration requirements from clients and convert feedback into product specifications.

• Contribute to enhancing the overall Triple Whale customer experience.

⛳️ Requirements

• Professional proficiency in both spoken and written French and English is mandatory.

• Prior experience in servicing customers within the ecommerce sector is REQUIRED, preferably from a SaaS background.

• Ability to excel in a dynamic, fast-paced startup environment.

• Exceptional written and verbal communication skills.

• Adaptable, welcoming change and new responsibilities.

• Strong computer skills and tech-savviness.

• Service-oriented, with a passion for delivering outstanding service to clients.

• Detail-oriented, capable of managing multiple responsibilities simultaneously.

• Positive demeanor, empathy, and high energy.

• Thrives in a collaborative team setting.

🏝️ Benefits

• Fixed-term 12-month contract covering maternity leave.

• Opportunity to transition into a permanent position, depending on business requirements and headcount approval.

• Equal opportunity employer dedicated to fostering an inclusive environment for all employees.