Customer Success Manager

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at https://www.crisis24.com/careers

Who We Are Looking For

We are seeking a highly motivated and client-oriented Customer Success Manager to join our Paris office.
In this role, you will be the primary point of contact for your clients, ensuring their satisfaction, long-term retention, and growth. You will also play a key role in coordinating and overseeing the success of our training function.
The ideal candidate brings strong relationship management capabilities, a solid understanding of risk management or travel risk services, and a genuine interest in SaaS platforms and the technology landscape surrounding Travel Risk Management systems.
You will work closely with cross-functional teams, including Operations, Intelligence, Product, Implementation, IT, and Finance, to deliver an exceptional client experience and drive measurable outcomes.

What You Will Work On

Client Relationship Management

• Ensure clients are fully leveraging Crisis24 services and technology platforms
• Act as the primary point of contact for clients for any requests related to training or briefings in the context of business travel to high-risk areas

Customer Success & Retention

• Drive client adoption of Crisis24 platforms and services
• Monitor service performance against SLAs and KPIs
• Manage escalations in coordination with Operations and Global Operations Centers
• Collaborate with Account Management teams on renewal and expansion strategies

Implementation & Coordination

• Support onboarding of new clients in collaboration with Implementation teams
• Ensure smooth integration of services including travel risk platforms, alerts, intelligence, and assistance
• Coordinate internally with Product, IT, Intelligence, and Support teams to address client requirements
• Oversee and manage the Security Training programme end-to-end, including scheduling and coordination with clients, internal teams, Finance, and external stakeholders; ensure seamless delivery, follow-up, and continuous improvement of training initiatives
• Be able to report on numerical data reflecting the status of the training department in a clear, concise, and periodic manner

What You Will Bring

• Minimum 3 years of experience in customer success, or client services
• Experience in risk management, travel risk, international security, medical assistance, or SaaS environments preferred
• Strong understanding of SLA management and client governance structures

Skills & Competencies

• Strong stakeholder management and influencing skills
• Ability to manage complex, multinational accounts
• Analytical mindset with ability to interpret service data and KPIs
• Highly organized, proactive, and solution-oriented
• Comfortable working in a fast-paced, international environment
• Excellent coordination, communication and presentation skills
• Good understanding of the implications of global security dynamics on our clients’ international activities

Languages

• Fluent French and English required
• Additional languages such as Spanish, Italian, Portuguese, are a strong advantage

What We Offer

• Opportunity to work with global multinational clients
• Exposure to international risk and security environments
• Collaborative and dynamic team culture
• Professional development and growth opportunities 

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.