Customer Success Manager

Key Highlights:

• Job Title: Customer success Manager

• Location: Paris hybrid working

• Reporting to: Head of Customer Success

About Us

Founded in 2010 in Durham UK SaleCycle helps businesses grow in the digital age through innovative solutions that drive engagement boost conversions and deliver long-term value. Were on a mission to spark positive change in the digital space powering success for our clients and partners around the world.

Headquartered in the North East of England weve grown into an international team with a strong presence in France and an exciting journey of expansion and innovation behind us.

At SaleCycle were built for the bold for curious minds and go-getters ready to tackle big challenges and create global impact. We dont shy away from the unknown; we embrace it turning obstacles into opportunities.

None of this would be possible without our people. Theyre the heart of everything we do.

Our Values

At SaleCycle we care about peopleits our top priority. We prioritise well-being growth and innovation continuously pushing boundaries as a team and a company.

• Continuous Innovation: Collaborate innovate and celebrate!

• Premium Execution: Excellence Delivered Every Time!

• High Curiosity: Embrace your inner childask why and listen!

• Proactive Collaboration: United we work together and lead the way!

• Ultimate Passion: Infuse passion into every action!

Job Summary

The ideal candidate will be responsible for onboarding managing and nurturing client relationships ensuring excellent service delivery and retention across a portfolio of accounts. The CSM will collaborate closely with internal teams resolve client issues and develop strategic plans to meet client needs while maximising product/service adoption. Strong communication skills a problem-solving mindset and an ability to manage time and resources effectively are essential for success in this role.

Key Responsibilities

Client Relationship Management:

• Build and maintain strong long-lasting client relationships by serving as their primary point of contact.

• Understand client goals challenges and business needs to provide tailored solutions and ensure customer satisfaction.

• Regularly engage with clients to gather feedback assess satisfaction and identify opportunities for improvement.

Communication Skills:

• Serve as the liaison between clients and internal teams ensuring clear transparent and timely communication.

• Proactively share relevant product/service updates and industry insights to clients.

• Communicate complex technical information in an easy-to-understand way for clients ensuring alignment on objectives.

Client Retention & Growth:

• Monitor client health identify risks and proactively address concerns to ensure long-term retention.

• Identify opportunities for upselling or cross-selling additional services/products to expand the clients use of offerings.

• Collaborate with the sales team to renew contracts and secure additional business from existing clients.

• Collaborate with Finance Team to ensure we are collecting cash from clients in a prompt and efficient manner.

Problem Solving & Issue Resolution:

• Quickly identify and address client issues ensuring timely resolution and minimising impact to the clients operations.

• Collaborate with internal teams to troubleshoot and resolve complex issues and keep the client informed throughout the process.

• Turn client challenges into opportunities for enhancing the client relationship.

Strategic Account Planning:

• Develop a comprehensive account strategy for each client based on their unique needs value and long-term objectives.

• Work with clients to clearly understand goals and KPIs that we can measure and deliver.

• Regularly review account performance make data-driven recommendations and adjust strategies to ensure ongoing success and growth.

Time & Resource Management:

• Effectively prioritize client needs and manage multiple accounts simultaneously.

• Allocate resources efficiently to ensure timely project delivery and client satisfaction.

• Maintain a proactive approach to project timelines ensuring all deliverables are met within agreed-upon deadlines.

Collaboration with Internal Teams:

• Work closely with cross-functional teams (Sales Marketing Product) to ensure seamless service delivery and address client needs.

• Share client feedback and insights to help drive product or service improvements.

• Collaborate on internal initiatives that contribute to the growth and development of the client base.

Product/Service Knowledge:

• Maintain in-depth knowledge of company products services and industry trends to effectively advise clients.

• Provide training and support to clients on product features and best practices.

• Stay up-to-date with new features and offerings to ensure clients are leveraging the latest capabilities.

Onboarding:

• Lead the onboarding process for new clients ensuring a smooth transition from sales to service delivery.

• Provide initial product training and guide clients through setup configuration testing and launch.

• Ensure clients are set up for success by establishing clear expectations and timelines during the onboarding phase.

Essential Skills & Experience

• 2 years of experience in Account Management Client Success or a similar customer-facing role.

• Proven track record of managing client relationships and driving account growth and retention.

• Strong communication negotiation and interpersonal skills.

• Excellent problem-solving abilities and the ability to work under pressure to meet client needs

• Experience in strategic planning and managing complex accounts.

• Ability to prioritise manage multiple projects and meet deadlines in a fast-paced environment.

• Proficiency in CRM software HubSpot and Microsoft Office Suite (Word Excel PowerPoint).

• Industry knowledge relevant to the companys offerings is a plus.

• Professional level fluency in Italian is required along with proficiency in French Spanish or Both.

Nice to have

• Familiar with Operating in an ISO27001 certified environment.

• Previous experience in a software company is preferred where technical knowledge is required.

• Familiarity with customer success methodologies (e.g. Net Promoter Score Customer Satisfaction surveys).

• Knowledge of data analytics tools to track and report on account performance (e.g. Looker)

What We Look For in Every Hire

At SaleCycle we hire for values as much as for skills. Heres what defines our team:

• Purpose-Driven You care about impact and helping brands succeed

• Collaborative - You value feedback communication and shared success

• Accountable You take ownership and deliver high-quality outcomes

• Curious You ask questions seek feedback and never stop learning

• Innovative You look for better ways to solve problems

• Passionate You bring energy commitment and pride to your work

Perks & Benefits

We value our employees at SaleCycle so we offer great benefits perks and incentives in addition to a competitive salary.

A kitchen and a large common area available for friendly lunch breaks.

A multicultural environment even within the Paris office.

The Swile card to help cover your lunch expenses.

Full coverage of the Alan health insurance plan.

A day off on your birthday.

Additional leave based on seniority.

Regular events and afterwork gatherings.

Two remote work days per week.

Up to 28 days of remote work from abroad per year.

A monthly well-being and engagement budget for each employee.

For all our perks please visit our website Hiring Process

For more information on our recruitment process please see our recruitment page Support & Equal Opportunities

If you have a medical condition or require adjustments to our process let us know so we can support you and ensure you have the best possible interview experience.

We are an equal opportunities employer and value diversity. We do not discriminate based on race religion gender nationality sexual orientation marital status disability or age.

Interested Apply now!

Wed love to hear from you! If youre excited about this opportunity and want to be part of a fast-moving innovative team apply today.

As part of our recruitment process successful candidates are subject to a DBS check. This cost is covered by SaleCycle.