Cohort is reinventing customer engagement. We are building the leading direct engagement SaaS solution for mid market and large corporations to help them reconnect with their customer and turn their customer base in a growth engine. With Cohort, Marketing and Digital teams work with fresh first party customer data to develop performing and innovative engagement strategies.

Cohort at a glance:

• 20+ companies reinventing customer engagement with Cohort;

• An innovative technology acclaimed by Retail players (Nuit des Rois, Retail Innovation Awards,etc.)

• Enterprise-ready platform connected to market-leading marketing and ecommerce softwares,

• €3.5M raised in Seed to become #1 SaaS platform for customer engagement;

• A team of 15 people, based in France and Brazil

In a context of strong growth, we are looking for talented profiles to be our first Customer Success manager to support new clients, deploy our solution, drive engagement with our product and build our deployment and onboarding methodology.

You will work with a variety of clients and users - from Chief Marketing Officer or Chief Customer Experience Officer to digital project manager - in both domestic and international companies.

You will report to Séraphie, Cohort co-founder and CEO, who will help you and support you in developing skills in the position.

Your role :

• Onboarding clients: Cohort accompanies each of our clients with a personalised approach to implementing our solution (web platform, API…). You will coordinate the implementation of Cohort with the support of our Sales, technical experts and consulting partners and will help users get setup through trainings and sharing best practices.

• Product adoption & support: You will advise our clients on how to optimise product usage, providing solutions to different use cases and escalating feedback to our Product team. You will help scale our approach by contributing to the creation & maintenance of self-help guides and our online help center.

• Customer satisfaction: Driven by customer satisfaction, you will listen to our customer’s needs, monitor key metrics on your accounts and initiate and follow up on action plans to improve customer satisfaction. You will identify and engage client ambassadors in your portfolio.

  Key outcomes for you :

  • Make an impact by working on customer engagement transformation projects in large and trend-setting companies;

  • Engage with multiple teams within Cohort and multiple departments, personas and users across our customers’ organization

  • Work in a flexible, remote-friendly environment with a strong work ethic and culture (autonomy, leadership and ownership)

  • Join an ambitious team who wants to drive the future of customer engagement.

• At least 5 years of experience in Customer Success or Consulting, agencies;

• Strong ability to manage several projects at the same time, while respecting deadlines;

• Excellent interpersonal skills with a very good sense of empathy;

• Needs and customer satisfaction oriented;

• Methodical and rigorous, results driven;

• Team player - well organized, listening to other people on the team

• Bilingual in French and English

• Based in Paris / IDF, with flexible remote policy

• NICE TO HAVE : Good understanding of marketing and Retail / Luxury / Consumer Goods sectors

• Call with Séraphie, our CEO (30min);

• Case Study with Séraphie, Eugénie, Partnership lead, and Valentin, Sales lead - it should take around 2 hours of work on a 1 week timeframe and 1 hour of presentation

• Coffee fit with Cohort Founder and other team members (30-45min in total)