Customer Success Manager

As Customer Success Manager you will play an essential role in managing integration-related support cases ensuring smooth onboarding and maintaining high customer satisfaction. The ideal candidate will have a deep understanding of SaaS platforms technical integrations and customer-centric project delivery and is able to connect people and technology.

This Customer Success Manager has a broad remit encompassing but not limited to the work areas below:

• Define the goals scope budget and resources of a project with all stakeholders.
• Own and manage the lifecycle of integration-related support cases ensuring timely resolution and high customer satisfaction.
• Serve as the primary liaison between clients and internal teams (engineering product configuration support) to resolve technical and integration challenges.
• Understand each clients architecture and business processes to guide integration best practices and identify potential friction points.
• Collaborate with implementation teams to ensure smooth onboarding and handover of integration cases.
• Monitor and report on integration health usage patterns and case trends to proactively address issues.
• Maintain detailed documentation of integration scenarios resolutions and lessons learned to support continuous improvement.
• Contribute to the development of integration playbooks knowledge base articles and self-service tools.
• Support change management efforts when clients update their systems or workflows that impact the SaaS integration.
• Lead and manage digital projects from inception to completion ensuring alignment with strategic goals.
• Oversee the implementation and lifecycle of SaaS software solutions ensuring seamless integration and user adoption.
• Establish and optimize project management processes and workflows to enhance efficiency and scalability.
• Collaborate with cross-functional technical teams to ensure technological feasibility and innovation in project delivery.
• Facilitate communication between project participants and translate complex requirements for non-technical stakeholders.
• Provide regular progress reports and maintain proactive communication with clients.
• Collaborate with project managers to improve processes and make sure to optimize for client delivery

• Strong understanding of software integration APIs and cloud-based platforms.
• Ability to analyse technical issues and coordinate cross-functional teams to resolve them.
• Familiarity with change management practices in a SaaS environment.
• Strong drafting skills for functional documentation and client communication.
• Ability to set up and refine operational processes in dynamic environments.
• Understanding of modern technology stacks and software development practices.
• Excellent communication skills in French Spanish is a nice to have.

Required experience & competencies

• You have several years of solid experience in project management particularly in the technical integration of SaaS solutions operational management of the solution lifecycle or client-facing roles within a SaaS company.
• You are proficient in agile methodologies as well as structured project management such as the V-Model approach and apply them in your professional practice.
• You have experience in documenting processes and creating support materials.
• You possess in-depth knowledge of various tools including Jira Confluence SharePoint and Power BI.

Required Education

• Bachelors or Masters degree or equivalent