Customer Success Manager

Are you passionate about driving customer success and building strong relationships with enterprise-level accounts? We're looking for a dynamic Customer Success Manager to join our team and take care of U.S. clients!

In this role, you'll co-create tailored success plans, proactively engage with customers, and act as their trusted advisor to ensure they achieve their business goals. You'll manage a portfolio of enterprise accounts, advocate for customers, resolve issues, and collaborate with cross-functional teams to deliver exceptional value. If you thrive in a fast-paced environment, we'd love to hear from you! 

Build Success Plans and Drive Outcomes: 

• Co-create tailored success plans for enterprise accounts and monitor progress to ensure desired outcomes. 
• Manage a portfolio of enterprise accounts, focusing on retention and demonstrating product value. 
• Identify opportunities for expansion, upsell, and cross-sell that align with customer goals. 

Proactive Engagement and Customer Advocacy: 

• Anticipate needs, conduct regular check-ins, and drive QBR processes. 
• Serve as the primary contact, fostering strong relationships and addressing potential issues early. 
• Cultivate customer advocates, leveraging success stories with sales, marketing, and product teams. 

Issue Resolution and Process Set-Up: 

• Address and resolve customer concerns swiftly with cross-functional teams. 
• Communicate updates, best practices, and resources to enhance customer experience. 
• Define and implement scalable processes for customer success. 

Data Analysis and Collaboration: 

• Use customer data to track trends, health, and satisfaction. 
• Collaborate with cross-functional teams, sharing insights for continuous improvement. 

Trusted Advisor: 

• Build trusted relationships with key stakeholders, providing strategic insights and industry best practices. 
• Guide customers to maximize product value and navigate challenges. 

• Proven experience in a Customer Success Manager role, particularly with enterprise-level accounts.
• Strong ability to build and execute detailed success plans that drive customer outcomes.
• Exceptional communication skills with fluency in French.
• Ability to proactively engage with customers and identify opportunities for growth.
• Demonstrated ability to influence change and collaborate with cross-functional teams.
• Strong analytical skills to leverage customer data and drive strategic decisions.
• Experience in defining and implementing scalable processes within a Customer Success function.
• Ability to establish and maintain trusted advisor relationships with enterprise customers.
• Expertise in providing strategic insights and industry best practices to guide customer success.

• 25 days of paid time off.
• ClassPass Wellness Program.
• Anniversary Rewards.
• Health, Dental and Vision Insurance.   
• Employer-matched 401(k) plan.