Customer Success Manager Senior 40K-50K€ + 6K€ Ote H/F Cenareo
Toulouse - 31 CDI- Bac +2
- Bac +3, Bac +4
- Secteur informatique • ESN
Les missions du poste
Vision and objectives
We are looking for a talented Customer Success Manager to join our amazing Customer Success team. Our team works cross-functionally with just about every team from Sales to Product to Delivery & Support to deliver a unified and world-class customer experience.
You are the primary link between Cenareo and our customers. You ensure that Cenareo customers make the best possible use of the Cenareo platforms, equip them to pursue their strategic objectives, and help them achieve their desired business goals.
You manage accounts ranging from 300 to 600 K€ and your annual target is to reach 105% NRR.
Exciting?
We think IT is too... But one Word of caution. This role isn't for everybody. Why?
Because our culture encourages us to GO further, the whole CS team is led by a growth mindset. And you will need to BE too.
Because our CS team is constantly questioning itself to get better and learn. And you will need to BE too.
Because we have a very demanding leadership, hungry for success. And you will need to BE too.
Still interested? Do read on
Your mission at Cenareo
SUSTAIN BUSINESS GROWTH AND PROFITABILITY BY MAXIMIZING THE VALUE - 50%
- Empower Cenareo customers to improve their digital signage communication and achieve business objectives through the adoption of Cenareo (thanks to KPI with the BI's support)
- Define and implement the right strategy for your client portfolio to ensure retention and detect upsell
- Manage risks of churn on your accounts and define the appropriate action plan
DEVELOP HEALTHY CUSTOMER RELATIONSHIP - 20%
- Conduct the Customer Success Programm for each account (Business Review, calls, Exec meeting, etc).
- Drive adoption, improve customer satisfaction and cultivate Cenareo advocates to generate new business for the sales team
BE THE VOICE OF THE CUSTOMER - 10%
- Serve as the internal voice of the customer and advocate for your clients' needs providing feedback to the other teams (services, support, product management, executive alignment)
EVALUATE AND ANALYZE CUSTOMER NEEDS - 10%
- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives
ENSURE, DEVELOP KNOWLEDGE AND LEARNING - 10%
- Consistently gather knowledge and define the industry's best practices
- Gather and introduce new and relevant tools and information on factors such as, documentation practices, scalability, KPI...
- Participate in continuing education and training to remain on top of the best practices
Le profil recherché
Your qualifications, experience, knowledge, skills
- You like managing customer relationship : at least 5+ years experience in SaaS environment (compulsory) and a proven track record servicing strategic and complex organizations
- You're good at identifying and analyzing customer needs, you can do a root cause analysis
- You work independently, you own your projects and GO the extra mile while constantly challenging yourself
- You have exceptional project management skills : managing deadline and deliverables, planning projects, assessing risks and opportunities, troubleshooting problems
- You have a strong team spirit with a positive mind-set
- Sensitivity for video or communication background is a plus
- You feel good in a challenging and fast-paced working environment
- You speak fluent French and English
Recruitment process
- Interview with the Talent Acquisition Manager
- Interview with the Manager + Business Case
- Interview with the CRO
- Interview the Head of HR (and the CEO)
Bienvenue chez Cenareo
About us
Our ambition is to turn our clients into Media Owners by scaling up tools, messages, services & audience interactions.
Since 2013 our sole focus has been to deliver solutions that help brands speed up their engagement strategy transformation for workforces (improving employee engagement thanks to internal communication) and clients (driving sales thanks to in-store communication).
We started with offline communication on screens placed in offices or in stores (Digital Signage) and recently increased the reach of their communications, adding an online layer to our customers.
We have been experiencing great growth both internally and externally after raising €2.5M in 2017 and acquired last year, a company specialized in the video creation to improve our creation module as well as our service capacity to continue helping our customers solve their problems via software AND service approach.
Our 70+ people company has been profitable since 2022 and is located in France (45+people in Toulouse (Headquarter) and Paris), Tunis (25 people).
We have very strong basics (churn is low, net retention is high) with two great products used daily by hundreds of users :
A Digital Signage solution equipping 25K+ screens in 32 countries
A Video Suite generating 1000+ video projects every month
Our culture is ultra strong and oriented around :
The Champion's league mindset (we are always looking for being better individuals and achieving better results) for our team but also through our solutions
The Concern for others (we care about our employees, altruist, mutual respect and listening are musts)
The Client and service focus (we don't want to BE solution provider, we want to team up with our customers and are eager to better understand how they are using our solutions to improve IT and help them achieve better results)
The Assertiveness (the feedback culture is essential, we challenge with confidence, and we value initiatives)
What we offer
Hybrid working mode, you can work 3 days at home if you want
2 weeks dedicated to our onboarding program
A competitive health insurance
Meal allowance + individual money pot
"RTT" days
High-quality office spaces supporting collaboration, health and wellbeing
Team building & Company events
Online library and e-learning platform for every employee and their family
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