YOUR MISSION

The role of Customer Success Manager is to drive customer adoption and value to make the customer lifetime longer and greater !
You will be part of our Customer Success Team and working closely with our Sales and Product teams. You will manage a client portfolio from implementation to renewal and will be responsible for collaborating effectively with both customers and internal cross-functional teams to drive results, client satisfaction and client revenue retention.

YOUR RESPONSABILITIES

At the crossroads of Sales, Ops and Tech departments, you will have to:

1. Ensure successful deployments

• Create and own full project implementation plan per each customer you onboard

• Bring Ermeo software expertise to our customers

• Lead the setup of Ermeo in direct or with a partner

• Guide customers with change management strategies and best practices

  2. Drive value for customers

• Deeply understand our customers’ objectives and become a trusted right-hand advisor

• Uncover and mitigate any risk that threatens customers’ growth or satisfaction

• Define, drive, and demonstrate the value (ROI) delivered

  3. Increase adoption

• Detect and promote new use cases in order to broaden the use of the solution in the best way possible (bring expertise, work on the accounts to develop use cases, etc.)

• Engage customers in the Ermeo Users community

• Be the voice of the customer in the company (share new features’ ideas & usability issues)

  4. Ensure renewal and foster Expansion

• Qualify and address with diligence any problematic impacting renewal

• Identify customers with up-sell/cross-sell potential : set-up and implement an appropriate strategy to bring additional value to the customers and increase retention

• Partner closely with Sales counterparts to help achieve renewal targets and identify growth opportunities

• At least 2 years of experience in Onboarding, Implementation, Customer Success or Account Management in a SaaS company
• Fluent in English and French
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Customer oriented, empathy and care regarding customer problems or needs, but also knowing how to say “no”
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
• Great problem solving skills, taking a consultative approach to finding the best solution
• Curiosity, Grit, Persistency

1. HR call interview – 30 minutes
2. Interview with the COO and the HR Manager to discover your past experiences
3. Interview with CSM team and business case
4. Reference calls and you are in !