Customer Success Manager, French Speaking

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

📋 Description

• Taking full responsibility for customer onboarding from start to finish, which includes product training, vendor enablement, troubleshooting at the store level, and setting clear expectations.

• Acting as the main point of contact for all customer inquiries, encompassing product-related issues, setup inquiries, support, and billing coordination.

• Ensuring prompt internal responses and resolutions to customer issues by collaborating with cross-functional teams.

• Overseeing and proactively managing customer health across all components of Empowerment.

• Promoting product adoption by actively communicating new features and updates to customers.

• Following up on changes in customer health metrics, identifying root causes, and coordinating solutions.

• Monitoring infrastructure health, including device uptime and sensor performance, while initiating proactive fixes.

• Tracking product usage, engagement trends, and feature adoption utilizing tools such as Pendo.

• Engaging with customers who display declining usage or engagement and implementing recovery strategies.

⛳️ Requirements

• A minimum of 2 years of experience in a B2B SaaS customer success or account management position.

• Professional proficiency in French (both spoken and written), enabling effective communication with French-speaking customers.

• Capability to troubleshoot technical and operational challenges across both software and hardware environments.

• Excellent organizational skills with the ability to manage multiple customer accounts at the same time.

• Proficiency in collaborating across functions and driving accountability for issue resolution.

🏝️ Benefits

• Best Self Allowance

• Annual stipend for personal growth

• Recharge Days (Monthly company-wide day off)