What You’re Applying For:
We’re looking for a Customer Success Manager to join our London team on a fixed-term 12-month contract covering maternity leave, with the potential to transition into a permanent role, subject to business needs and headcount approval.
As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise and Mid-Market clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.
This CSM will own relationships with our Enterprise and Mid-Market clients and lead their programme strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely – advising on marketing strategy, best practices and feature functionality. This role will support our customers in the French market, fluency in French is required.
What You’ll Do:
- Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
- Revenue and renewal forecasting
- Understand customers’ goals, and implementing tailored success plans
- Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
- Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
- Work independently to deliver a “consultant” perspective in all client interactions – creating customised success plans based on customers goals and challenges
- Develop and maintain a deep understanding of our products and the broader marketing landscape – staying up to date on industry trends and best practices
- Lead and present at client meetings, both in-person and over video conference
- Analyse customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
- Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
- Contribute to the continued development and improvement of the Triple Whale Customer experience
What You’ll Bring:
- Professional proficiency in spoken and written French and English is essential
- Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
- Ability to thrive in a dynamic, fast paced startup environment
- Superb written and verbal communication skills
- Flexible, embraces change and new responsibilities
- Excellent computer skills and tech savvy
- Service-oriented, passionate about providing top notch service to our clients
- Detail-oriented, capable of handling multiple responsibilities at once
- Positive attitude, empathy, and high energy
- Thrives in a collaborative team environment
Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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