Customer Success Manager
Contentsquare is a global SaaS technology company that empowers brands to build better digital experiences for all. Not to brag but… we have been recognized by Gartner as one of the four most innovative e-commerce technologies in the world, and featured in Wired Magazine as one of Europe’s hottest startups.
Contentsquare has 8 main offices across the world (Paris, NYC, London, Tel Aviv, Munich, Tokyo, Singapore & San Francisco) with 750+ clients globally including many accounts from the global Fortune 100. We’ve been experiencing tremendous growth as our team has grown from ~300 to over 850+ employees globally, and raised a $500M Series E funding in May 2021, the biggest total VC funding ever for a French start-up! This announcement garnered more than 350 media placements globally.
We can tell you that this growth is not going to stop here as we are anticipating to hire 1,500+ positions globally within the next few years and are looking for talented people like you - unique, ambitious, and enthusiastic - to join us and help us continue to innovate and improve user experience. YOU keep us going and your creativity drives us to be a better company. Come join the #CSquad family!
In a few words:
Contentsquare is looking for a passionate Customer Success Manager (CSM) to strengthen its French team. Based in Paris and reporting to the Customer Success Lead, in a fast-growing company, you will manage a portfolio of customers and serve as a central point of contact for the customer during the entire live cycle of their usage of the Contentsquare Solution.
As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to ensure that customers achieve their strategic business goals and realize value from their Contentsquare product, ultimately translating into renewal and upsell of the client’s subscription. The CSM will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.
The CSM will be responsible for driving adoption and utilization across their customer base. The CSM will also work closely with Sales and renewals management to help drive renewals to a successful completion.
In this role, the CSM will also work closely with cross functional Contentsquare groups (Product, Customer Services, Marketing, Customer Care, Engineering, etc.) and will be required to build and maintain strong working relationships within those groups. Ultimately the CSM will own the customer’s post-sales experience serve as an escalation point for issues that impacts the customer’s success.
Your responsibilities
Strategic account management:
- Map all strategic contacts and entities among each of your key account
- Develop strong, trusted and long term relationship with both sponsors and C Level (very strong intimacy with 2 key decision makers with a proven trusted advisor position: events, consultancy on other topics than UX, advocacy for prospection)
- Build a custom success plan for each step of the customer journey accordingly to your client KBOs and data driven mindset
- Grow each individual account to expand both adoption and regular (at least quarterly) value demonstrations through time
- Drive renewals to a successful completion in close collaboration with Sales and partner with the Sales team to build upsell strategy (from the very beginning of the relationship)
- Leverage your client into becoming Contentsquare true advocates through public speaking events, co-creation product projects, …
- Identify the clients’ tools ecosystem and work with Partner, Openness and Professional Services teams internally to improve Contentsquare stickiness by driving high value connectors inline with the clients objectives, if existing, manage the development and deployment of the project (with all stakeholders: Product, Third party, Client, Sales)
Operational excellence:
- Pro-actively track and monitor your portfolio performances to anticipate and escalate all potential critical situations
- Through strategic thinking, challenge existing process and help strengthen existing processes
- Best in class adoption and flawless usage of all Customer success tools and reportings (Gainsights follow up, Account planning,...)
- Impeccable communication skills (Verbal & written / English & Native Language / Internal & External): proactivity, Escalation efficiency, Diplomacy, Assertiveness
- Methodic schedule organisation to ensure priorities are highlighted and efforts streamlined
- Provide best practices regarding value methodology, renewal process and global competitive knowledge to support both internal and external enablement
Advocacy
- Both internally and externally, become a Contentsquare CSM ambassador
- Strong knowledge of the market ecosystem (AB Test, personalization, BI, competitors,..) and the potential synergies
- Public Speaker: Internally, Client’s events, Contentsquare prospection events
Don't hesitate to check the interview of Maca, CSM in our team: https://www.youtube.com/watch?v=ECVgg02Aqc8
We'd love to meet with you:
- You're fluent in French and English (you will manage majority of French speaking clients + a considerable part of international clients)
- Relevant work experience (Minimum of 2-3 years in a similar position)
- Experience in Post-Sales-Account-Management for subscription based/SaaS Solutions
- Background and experience in Digital Solutions
- Very Good understanding of the Analytics, A/B test and Data businesses
- Must be highly self-managed, responsive, with the passion to serve the customer
- Exceptional presentation, written and oral communication skills
- Very structured working approach, ability to deal with several different activities in parallel
- Demonstrable ability to take ownership and act on client goals and objectives
- Ability to influence and drive issue resolution with cross-functional teams in a matrix organization
- Proven track record in teaming with sales and field organizations to achieve business goals.
Worth knowing
- Permanent full-time role (CDI)
- Location: in the centre of Paris (7 rue de Madrid in 8e arrondissement)
- This role is not open to full remote: you need to be present in Paris 3 days per week at least (regular physical client meetings + internal team collaboration)
- Start date: as soon as possible
Why Should You Apply to Contentsquare?
✅ Our mission is focused on empowering everyone to create better experiences for all in the digital world.
✅ We invest in our employees through career development & opportunities, social events, philanthropic activities, and competitive benefits.
✅ You get to collaborate with and learn from smart and creative people around the globe.
✅ We are in this together #TeamSpirit.
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:
- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues.
- Generous paid time-off policy (every location is different)
- We offer many benefits in various countries -- ask your recruiter for more information!
- Competitive parental leave policy (it can vary depending on geographic locations)
- Fun office culture with a big opportunity to make an impact on our growing global team, culture, including a Culture - Crew for every country to organize regular outings such as game nights, movie nights, and happy hours
#Uniqueness is embedded in our DNA as one of our core values, and we welcome everyone to apply to our positions.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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