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Customer Success Operations Manager - M/F - Based in EU time zone (Full time contractor or employee)

Permanent employee, Full-time · France

Your mission
The context
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.

Location
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)

Languages
The Customer Success Operations Manager must have impeccable mastering of the English language. Being fluent in French would be a big plus.

Big goal
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.

Training
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.

Responsibilities
• 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.)
Your profile
  • At least 2- 3 years of experience in ops role at a self service BtoB SaaS business
  • Strong analytical, problem-solving, and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in Excel
  • Ability to think big and deliver initiatives from conception through completion
  • Thrives in a multitasking environment and can adjust priorities on the fly
  • Ability to analyze quantitatively, problem-solve, and scope business requirements
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter, independent/self-sufficient
  • Knowledge and experience with Intercom, Excel, Salesmachine
  • International background 
  • Experience in the social media industry a big plus
  • Strong team player but still a self-starter
  • Able to work in a high energy, hyper-growth, startup environment
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use
Why us?
Agorapulse is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).

We believe that collective success is an integral part of the wellbeing of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves:

  • Remote anywhere in Europe (we also have a great office space in the heart of Paris),
  • Great atmosphere, retreats,
  • Motivating remuneration, benefits, 
  • Respect for work/life balance, 
  • Many paid vacation days and extra paid days.
  • Health insurance participation.
  • and more...
About us
Agorapulse is a leading Social Media Management platform that enables agencies, businesses and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy to use dashboard.
With more than 8000 customers worldwide, Agorapulse is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.

WORKING AT AGORAPULSE: We’re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we’re in it to win it in our space - it’s no accident that we’re ranked #1 in customer satisfaction. We’re nimble, we’re lean, and we’re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away.

Agorapulse is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Agorapulse is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
We are looking forward to hearing from you!
Thank you for your interest in Agorapulse. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to agorapulse-jobs@m.personio.de.

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