Customer Success Manager, Lengow
French Market
2+ days a week in office
eCommerce automation platform
Job no longer available
eCommerce automation platform
101-200 employees
Job no longer available
2+ days a week in office
101-200 employees
Company mission
To inspire brands, retailers and agencies to make the right strategic decisions.
Role
Who you are
- We are interested in finding a candidate that feels comfortable being proactive when contacting customers
- French Fluent/native level
- English Fluent/native level
- Spanish Professional knowledge
- Residence in Barcelona or willing to relocate
- Education level: Higher education
- Great logical and analytical skills
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and skills
- Ability to multitask, prioritize, and manage time effectively
- Resilience and result-oriented mindset in front of difficult situations
What the job involves
- We are looking for a customer-centric CSM
- This person will act as a liaison, provide product information and resolve any problems that our clients might face with accuracy and efficiency (with the help of our strong technical team)
- The CSM is also in charge to build and execute account plans and portfolio expansion in clients identified as high potential
- We aim at generating a close connection with the customers in order to help them engage with our brand
- Be the client’s main point of contact during all the customer journey (since Kickoff meeting until renewal)
- Identifying and assessing customers’ needs to achieve satisfaction
- Building sustainable relationships of trust through open and interactive communication
- Providing accurate, valid and complete information by using the right tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions in CRM
- Follow communication procedures, guidelines and policies
- Take the extra mile in order to achieve customer engagement
- Build a strategy for your accounts to drive loyalty and avoid churn
- Negotiation and contract management on contract upgrade (upsell), downsell and renewal
- Identify and share expand / cross-sell opportunities
- Foster Net Retention within their portfolio by proactively identifying opportunities in order to expand the accounts
- After 1 month: After a complete training and structured shadow working program, the new CSM should be able to handle client meetings without buddy or manager
- After 3 month: With the new CSM should be able to manage its own portfolio strategy and start executing it
- After 6 months: The new CSM is fully autonomous and starts to achieve the team's targets (NRR, Upsell, Attrition, Meetings coverage…)
- Working Hours: Monday to Thursday from 9 am to 6 pm, Friday from 9 am to 3 pm
- ⭐ Possibility to evolve:
- Transversal to other departments (onboarding, sales, training,...)
- Vertical (solution expert, team lead…)
Application process
- Phone call with our HR (Alexandre)
- Online Interview with our Team Lead (Fred)
- Physical Interview & Business Case with our Head of CSM (Mathieu) and a member of Customer Success department
- Reference check and offer letter
Our take
Lengow was built to solve difficulties faced by e-merchants who had to undertake the tedious process of setting up and selling products on a variety of different marketplaces and online channels. Fast forward to today, and this problem is still relevant. With the rise of the digital world and the significant increase of online sellers, e-merchants still have to work through this long process, meaning that Lengow's offerings are still sought after.
Through its centralised platform, Lengow aims to automate as many steps in the process of listing products across different selling sites. The company does this through allowing product imports through a product management system to allow them to be posted on multiple channels instantly. Lengow also offers additional services including stock management, order tracking, and marketing strategies to optimise distributor and brand performance.
Lengow continues to evolve its platform to meet the growing demands of global eCommerce. Recent expansions and enhancements, including advanced analytics, pricing intelligence, and broader European and international reach, allow the company to deliver more value to e-merchants while simplifying multi-channel management. Backed by strategic investment, Lengow is a go-to solution for retailers and brands looking to optimise sales, pricing, and operational efficiency across diverse online marketplaces.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2018
$3m
EARLY VC
Sep 2015
$11.9m
SERIES B
Total funding: $18.7m
Company benefits
- Flexible Hours & Hybrid Working
- Coaching & Career Development
- Open & Collaborative Culture
- Autonomy & Ownership
- Internal mobility
- Inclusive & Diverse Teams
- International Environment
Company HQ
Ile Beaulieu, Nantes, France
Leadership
Nicolas Appert
(CEO)Prior to joining Lengow in 2023, Nicolas worked in EVP Monetisation Services at Mavenir and EVP Mobile Monetisation at Acision.
Sophie Vandriessche
(CRO)Prior to joining Lengow in 2024, Sophie was the CRO at Rydoo. She also spent 5 years at Citrix as a Sales Manager EMEA Online Division and Senior Sales Manager EMEA SaaS Service Division.
Olivier Siegwart
(CTPO)Prior to joining Lengow in 2024, Olivier worked in VP Tech Data Product at ETX Studio. Before this, he spent 3 years at Heetch, joining as a VP of Engineering before serving as the CTO. He also served as the CTO at Betclic Group and L'Oréal (Chief Digital Office).
Anna Valls
(CCO)Anna joined Lengow in 2020 and held VP of Customer Success roles before becoming CCO in 2024. Prior to Lengow, she spent 5 years at ForceManager as Head/VP of Customer Success.
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