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Customer Success Manager (Paris)

YOOBIC
6 days ago
Full-time
Remote friendly (Paris, Ile-de-France, France)
France
Customer Success Manager

Who we are…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

What we need…

We’re looking for a talented Customer Success Manager to join our Customer Success team. You’ll join a dynamic, client-obsessed team that makes a significant contribution to YOOBIC’s retention and growth. The Customer Success Manager (CSM) supports clients’ adoption and value realization of the YOOBIC solution.

CSMs at YOOBIC take ownership of the client relationship — advising on business processes and providing counsel and guidance to ensure clients’ business objectives are met. The CSM also acts as an internal advocate for the client, helping to drive support and change when needed so clients can achieve their goals.

What you’ll do…

  • Manage and grow relationships with key client stakeholders across your portfolio

  • Define high-level account strategies for each customer to ensure long-term adoption, satisfaction and success

  • Ensure the overall health of your customers and define joint success plans, reviewed at Executive Business Reviews (EBRs) with customers’ project teams and executive sponsors, to maximize their business objectives

  • Organize EBRs and operational reviews with clients, with frequency depending on customer ARR size

  • Identify opportunities for improvement, ensuring optimal use of the solution and managing day-to-day follow-up on client activity and operations

  • Flag potential risks early to continuously enhance business and operational efficiency

  • Leverage YOOBIC and client KPIs and data analysis to support decision-making

  • Proactively solve client issues

  • Act as a functional and strategic advisor to your customers, building strong relationships at every level of their organization

  • Develop a consultative relationship with each client, working alongside Sales and Account Management to provide solution planning support

  • Work closely with our Product team to help shape the evolution of the app based on market requirements

  • Partner with our global Customer Success team to share and develop best practices

  • Prove value with your Tier 1 and Tier 2 customers

  • Negotiate renewals and manage redlining

  • Take on additional responsibilities as needed — because that’s the kind of person you are!

What you have…

  • Experience in a Customer Success, Client Relationship, or Consulting role within a B2B SaaS business, ideally working with smaller accounts

  • A client-facing, people-oriented nature

  • Strong project management skills

  • Experience developing and running Quarterly Business Reviews

  • Strong analytical skills (data analysis, reports, KPIs and metrics, etc.)

  • A proactive, “g