Customer Success Manager F/H

About Cenareo
At Cenareo, we build products to enable communication that people love.
We combine an intuitive and robust Digital Signage solution & one of the strongest Video Suite (EasyMovie product) that maximizes communication impact and accelerates digital transformation.

Founded in 2012 by 3 engineers, we have an exceptional team of 70+ employees located in Paris, Tunis, New-York and Labège, our solution is used in 30+ countries, Serving 500+ clients in EMEA & USA.

At Cenareo having diverse employees with different perspectives is key to increase creativity and innovation. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. We are committed to create an inclusive space for everyone.
We encourage applicants and employees to tell us about any health issues they may have to allow us to put in place reasonable adjustments that may support applicants in the application process and support employees to succeed in their role.

What we offer
Hybrid working mode, you can work 3 days at home if you want
2 weeks dedicated to our onboarding program
A competitive health insurance
Meal allowance (8 euros/day, paid 50%)
"RTT" days
High-quality office spaces supporting collaboration, health and wellbeing
Team building & Company events (lunch & learn, snowreo, board game nights....)

About the role and the team

We are looking for a talented Customer Success Manager to join our amazing Customer Success team. Our team works cross-functionally with just about every team from Sales to Product to Operations & Support to deliver a unified and world-class customer experience.

You are the primary link between Cenareo and our customers. You ensure that Cenareo customers make the best possible use of the Cenareo platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals.We are customer obsessed.

Your mission at Cenareo

SUSTAIN BUSINESS GROWTH AND PROFITABILITY BY MAXIMIZING THE VALUE - 50%

• Empower Cenareo customers to improve their digital signage communication and achieve business objectives through the adoption of Cenareo (thanks to KPI with the BI’s support)

• Define and implement the right strategy for your client portfolio to ensure retention and detect upsell

• Manage risks of churn on your accounts and define the appropriate action plan

DEVELOP HEALTHY CUSTOMER RELATIONSHIP - 20%

• Conduct the Customer Success Programm for each account (Business Review, calls, Exec meeting, etc).

• Drive adoption, improve customer satisfaction and cultivate Cenareo advocates to generate new business for the sales team

BE THE VOICE OF THE CUSTOMER - 10%

• Serve as the internal voice of the customer and advocate for your clients’ needs providing feedback to the other teams (services, support, product management, executive alignment)

EVALUATE AND ANALYZE CUSTOMER NEEDS - 10%

• Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives

ENSURE, DEVELOP KNOWLEDGE AND LEARNING - 10%

• Consistently gather knowledge and define the industry’s best practices

• Gather and introduce new and relevant tools and information on factors such as, documentation practices, scalability, KPI...

• Participate in continuing education and training to remain on top of the best practices

Your qualifications, experience, knowledge, skills

• You like managing customer relationship : ideally at least 5+ years experience and a proven track record servicing strategic and complex organizations

• You have exceptional project management skills : managing deadline and deliverables, planning projects, assessing risks and opportunities, troubleshooting problems

• You have exceptional ability to collaborate with key internal stakeholders, with demonstrated ability to take direction and produce required results

• You like to immerse yourself in a new product and master all its features

• You feel good in a challenging and fast-paced working environment thanks to your strong skills in time and priority management

• You have a strong team spirit with a positive mind-set

• You are used to working with a CRM (HubSpot preferred)

• You are customer-centric and like to work closely with customers, to satisfy them and to create mutual trust

• You have a strong commercial acumen

• An experience in an advertising agency is expected

• You have a previous experience working in a Client or Customer Success role in SaaS

• You work with the French market with large Enterprise customers (CAC40 customers)

• You speak fluent French and English

Recruitment process

• Call with the Talent Acquisition Manager

• Visio or on-site interview with the manager

• Visio or on-site interview with peers

• Visio or on-site interview with the CEO and the Head of HR

Salary : 35-45k€ a year depends on experience + bonus