CUSTOMER SUCCESS MANAGER (M/F)

The job of CUSTOMER SUCCESS MANAGER

The Customer Success Manager (CSM) occupies a hybrid position between sales and support.

Its primary objective is customer satisfaction, in order to build loyalty and develop business relationships with its customers.

Depending on the needs of the company, the CSM may be responsible for:

• From business (commercial relationship), the position is then close to the position of Account Manager.
• Project management of digital transformation as Implementation Manager or Delivery Manager.
• Customer care.

Missions

• The management of a customer portfolio: which consists of accompanying customers on a daily basis in the use of the product or service; ensuring support and loyalty to develop relationships;
• In conjunction with the marketing or product team, the implementation of loyalty campaigns and initiatives;
• Follow-up of action plans, analysis of results and performance indicators;
• Analyze the user experience and make suggestions to help improve the product or service.

The skills

• Knowledge of the sector
• Office tools
• Statistical analysis
• Communication and sales tools
• CRM
  

Soft Skills

• Strong interpersonal skills
• Diplomacy
• Versatility
• Stress resistance
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Developments

• Head of Customer Success Manager
• Evolution towards commercial functions

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