OnBoarding & Customer Success Manager

ABOUT US

Signaturit Group is the Europeen champion of complete and secure digital transactions. Thanks to a modular platform we automate transactional processes from identity verification and KYC to electronic signature and legal archiving. More than 100 thousand customers rely on our solutions to accelerate their business activities while optimizing their operations.
As a certified Trusted Service Provider we control over 35 million documents and carry out more than 180 million signatures a year guaranteeing security compliance and legal value.

In France you may know us as Universign (for electronic signatures) and VIALINK (for client onboarding and KYC).

Today more than 400 experts and passionate professionals based in Paris Barcelona and Valencia are working every day towards our shared success.

The Onboarding & Customer Success Manager plays a key role in ensuring customers achieve their desired outcomes throughout their journey with the company. This role combines overseeing the onboarding process with ensuring long-term customer success satisfaction and growth. This position requires strong analytical technical and managerial skills ensuring seamless customer integration and continuous process optimization within the company. The role also focuses on relationship management monitoring product adoption and ensuring customer retention.

What you will do at Signaturit

• Onboarding Project Management:

o Project Execution: Manage and lead the implementation of company solutions for new customers ensuring successful onboarding and seamless integration into the product ecosystem.
o Process Optimization: Analyze existing projects and processes from both functional and technical perspectives identifying improvement areas.
o Coordination: Collaborate with internal teams to ensure timely project execution monitor progress and report key milestones to customers and stakeholders.
o Risk Management: Identify potential risks or deviations during project execution and develop strategies to mitigate them.
o Reporting: Provide regular updates on onboarding project status and results to key stakeholders ensuring transparency and alignment.

• Customer Success Management:

o Customer Relationships: Build and maintain strong long-term relationships with assigned customers acting as the primary point of contact after onboarding addressing their needs and ensuring satisfaction.
o Customer Engagement & Product Adoption: Monitor customer engagement with the product proactively offering tips best practices and strategies to enhance product usage and adoption.
o Customer Advocacy & Feedback: Serve as the voice of the customer within the company by gathering feedback and sharing insights with internal teams to drive product improvements.
o Metrics & Reporting: Track key success metrics (e.g. Net Promoter Score churn upsell opportunities) and report them in platforms like Salesforce Hubspot or Hotjar providing insights and recommendations based on data.
o Retention & Growth: Proactively identify upsell opportunities and ensure customer retention working to limit churn to less than 5% and driving quarter-on-quarter MRR expansion.

• Collaboration & Internal Alignment:

o Work closely with cross-functional teams (Sales Product Development and Support) to provide an integrated and cohesive customer experience.
o Ensure alignment between onboarding and ongoing customer success strategies to maximize customer satisfaction and retention.

What we believe should contribute to your success in this context

• Technical Expertise:

o Strong understanding of process management and continuous improvement methodologies.
o Familiarity with project management tools and frameworks (Agile Scrum etc.).
o Experience using project management and process visualization software.

• Analytical Abilities:

o Strong data analysis and process mapping skills to identify bottlenecks and areas for improvement.
o Ability to translate complex issues into clear actionable steps.

• Managerial Skills:

o Excellent communication and team leadership skills.
o Ability to manage multiple projects and balance competing priorities.
o Strong decision-making and problem-solving capabilities.

• Customer-Focused Skills:

o Deep understanding of customer lifecycle and best practices for maintaining engagement.
o Ability to identify customer needs and deliver tailored solutions.

Experience & Education:

• 2-3 years of experience in project management process management or customer success ideally in SaaS or consulting environments.

• Bachelors degree in Business Administration Engineering or related fields.

• Certifications in project management (Agile Lean etc.) or relevant software platforms (Salesforce AWS Microsoft) are a plus.

• Spanish & English Fluent - French is a plus.

Indicative Interview Process (may vary if needed but well try our best to anticipate and inform):

• HR Discovery Call (30 min)

• 1st interview with our business (direct report)

• Business case

• 2nd interview with our business & business case feedback

• Reference check

Why Join Us

• Flexible hybrid work set up

• Flexible working hours

• Summer intensive working schedule

• Intensive workday on Fridays (all year long)

• Health Insurance for you and 50% on each kids

• Flexible benefits (Coverflex)

• Access to specialized technical training platforms

• Celebrate your birthday with a day off
  

Join Our Vision

Be part of Signaturit Groups journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

For more information explore our website and discover how you can contribute to our mission.

We are looking forward to meeting you!

* The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.