Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 45 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “proactive” approach with our customers.
We’ve started to assemble a team of high touch customer success managers made of members who have had significant customer support experience, including the former head of support. For 2 years now, we have implemented a mapped customer journey for our T1 clients (paying 279/month and more) from the sales handover to the renewal.
We’re now looking for someone to take care of our low touch and ops mission, to increase education and retention for our T2 and T3 clients.
The position can be from the Paris office (with employee status) or EU remote (with contractor status), as long as you’re based within the European time zone. (UTC+1)
The Customer Success Operations Manager must have impeccable mastering of the English language. Being fluent in French would be a big plus.
The ultimate goal of the Customer Success Operations Manager is to increase retention and collect feedback from our T2 and T3 customers to help us build a product that will be better aligned with our users’ needs. Low touch approach, automation and scaling are key for this mission.
Success will be measured by the evolution of net MRR churn over time for this segmentation as well as the quantity / quality of the insights gathered that will help us build a better product.
In order to thrive in customer success, the Customer Success Operations Manager will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support, participating in sales demos and CS onboarding calls.
Obviously, there will also be customer success ops tasks and collaboration with the existing customer success team members, but training will be the priority in the beginning.
• T2 and T3 Customer Lifecycle: Determine the timing and content of touch points along the customer journey, to drive optimal adoption and reduce churn (from onboarding to renewal)
• External Communications: Coordinate 1:Many Communications touch points and work with the existing team to localize these communications.
• Risk Management: Detect early signals of at-risk renewals, design playbooks to address them automatically, and provide path to escalation
• Opportunity Management: Identify top candidates for upsell opportunities (upgrade and addon crossell)
• Relay customer feedback to the Product team
• Churn analysis: analyse and digest churn reasons shared by clients who just cancelled on clear presentations to key stakeholders.
• Enablement: Provide materials and data that help CSMs work more effectively
• Systems: Implement and manage software that facilitates CSM Ops activities (you know tools such as Intercom, Salesmachine, Nalia, gainsight, Catalyst, etc.)