Senior Customer Success Manager, UpSlide

• 2 to 5 years of experience in customer success/customer service or a related field
• A client-centric mindset
• Excellent written and verbal communication skills in French (80% of the job is in French)
• Excellent written and verbal communication skills in English (minimum C1)
• Strong problem-solving skills
• Ability to work independently and as part of a team
• Interest in leveraging data, analytics, and automation to drive ROI
• Exceptional ability to communicate and foster positive business relationships
• An eye for detail

Desirable

• The French Customer Success Team was created in April 2023 to help us achieve our business goals: Ensure our clients use our tool, are satisfied, and renew their contracts
• Team members: Chloé, Anne-Gaëlle, Fanny, Amira, Dimitri & you :-)
• Juliette, your future manager, who will mentor you to help you achieve your goals
• You will also be part of a global community of 20 CSMs!
• Our team rituals: Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars
• Here is what the sales funnel looks like at UpSlide:
• Business Development Associates: Client prospection
• Account Executives / Account Managers: Contract signing & renewal signing
• Consultants: Help clients implement the tool
• Customer Success Managers: Focus on adoption, client satisfaction, account expansion, and long-term relationship nurturing
• Delivery (60%)
• Manage a portfolio of French and international clients (Southern Europe and Benelux)
• Oversee escalations for assigned accounts
• Monitor the evolution of the assigned portfolio
• Foresee risks in projects/initiatives and be prepared to mitigate these risks
• Track margins, active ARR, deliverables, invoicing milestones, and change requests
• Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
• Lead business reviews and introduce your client to new features relevant to their use case
• Organize webinars to train your clients on specific features
• Assist in creating training courses and educational materials for our clients
• Promote an energetic fan base for our product amongst our biggest clients and locate brand ambassadors to share UpSlide’s benefits and value
• Collaborate with Account Managers to identify opportunities for growth
• Data analysis (25%)
• Analyze your clients’ usage statistics to boost it
• Collect and process customer feedback
• Optimize existing processes within the company and actively enhance customer success initiatives
• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
• Organize events to promote UpSlide
• Collaboration (15%)
• Work closely with the Sales teams to identify opportunities
• Lead workshops with our Product team to represent your clients’ voice
• Spread CSM knowledge amongst your peers
• To work on these tasks you will mainly use the following tools: Microsoft Office, Salesforce, Planhat, PowerBI, Notion
• What you will be assessed on :
• Net retention rate (NRR)
• Churn rate

• Interview with a Customer Success Manager [45’]
• In-person case study review with Juliette, your future manager and a team member [1h15’]
• Video interview with Aurore, CRO [30’]
• Reference check to help us onboard you