Scale Customer Success Manager
KolsquareABOUT KOLSQUARE
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Kolsquare is the #1 Influencer Marketing software solution in Europe, used by marketing professionals for managing KOL Marketing campaigns (K.O.L for Key Opinion Leaders, aka Influencers), and designed to optimize brand communication strategies in response to new digital challenges.
Using our technology, professionals can identify the best KOL profiles, fully manage their KOL Marketing campaigns and measure their results and performances.
Kolsquare offers hundreds of customers (Coca-Cola, Danone, Publicis, Orange, Sézane, Decathlon, etc.) the latest Big Data, AI and Machine Learning technologies to activate inspiring and genuine partnerships with over 3M KOLs (Key Opinion Leaders) with more than 5,000 followers in 180 countries on Instagram, TikTok, Twitter (now X), Facebook, Snap and YouTube.
In 2024, Kolsquare joined the team.blue group, one of the largest private tech companies in Europe, with a culture of innovation and excellence, to further fuel its impressive track record of outstanding profitable growth.
KOLSQUARE MISSION
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Kolsquare is a Benefit Company, certified B-Corp in 2024.
Kolsquare exists to help you reach your greatest potential. And positively impact the world.
Influencer Marketing is today described as a revolution, a 30B$ market that is a major transformation in the media and digital world. It has also become a real gold mine, creating high hopes but also bringing its share of myths and legends. Everyone knows it works and can have an amazing impact on brand awareness or customer acquisition, but not everyone knows exactly how to do it. At Kolsquare, we firmly believe in this new media and are convinced that it's the best way for ideas, people and organisations to grow and reach their greatest potential. We also believe that it's a great way to create positive impacts for a better world. Our mission is therefore to give everyone access to the power of KOL Marketing.
KOLSQUARE CULTURE & VALUES
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Deliver WOW
Be Responsible in your actions
Pursue Growth & Learning
Be passionate and determined
Share your Power, Knowledge & Wealth
Build Authentic relationships
We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.
📌 More info about culture here in our Culture Book.
YOUR ROLE
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As part of the Revenue team, the Scale Customer Success Manager is responsible for driving adoption, retention, and expansion across a large portfolio of customers using mainly one-to-many and automated engagement models.
Unlike traditional high-touch CSMs, the Scale CSM leverages digital programs, lifecycle campaigns, in-app messaging, webinars, and data insights to deliver value at scale.
He proactively contacts at-risk customers with personalized action.
Your Key responsibilities :
Manage a high-volume book of business (hundreds of customers)
Guide customers through onboarding, adoption, and renewal using programmatic and digital engagement.
Monitor customer health, usage patterns, and risk indicators at scale.
Design, execute, and optimize scaled customer journeys with mix of tech touch and low touch actions
Reach monthly targets of retention
Be a team player and work closely with the Sales, Product and Marketing teams
YOUR PROFIL
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Must-haves 🫵
You have a proven experience in Customer Management (+3 years) and a first experience managing customers at scale (tech-touch and low-touch actions)
You have strong analytical skills and comfort with customer data and metrics
You have excellent written and verbal communication skills
You have strong soft skills: energetic, enthusiastic, self-motivated, open-minded, organized, proactive and independent
You are fluent in French and English
You have a strong attention to details, and are able to identify and anticipate problems
You love digital marketing, social media and/or influencer marketing
You want to join an adventure more than a job! Kolsquare is a benefit company, with a general interest ambition that goes beyond our profitability goals: positively impact the world.
Nice-to-haves ✌️
A third language is a plus
WHAT WE OFFER?
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You can be based anywhere in Europe..
Full flexibility: full remote work with European hubs and 400+ coworking spaces worldwide.
Monthly and quarterly highlights in person to get together with other Kolsquarians for great team building events.
A package linked to the market that will not be based on your location.
The stability and resources of a profitable group, with the agility of a scale-up.
THE RECRUITMENT PROCESS
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Intro call with Mehdi, our Head of CSM
Case study Interview with Mehdi & Lauriane, our VP Client
Coaching interview with Julien, our CRO
Final interview with Quentin, our CEO
Reference checks