Customer Success Manager F/H

Toulouse, France CDI

About Cenareo

About Cenareo
Cenareo is the MarTech that manages a Digital Experience Platform to optimize media for companies in deploying their customer and/or employee engagement strategy.
Intended for the management of large-scale screen fleets, Cenareo offers content management in SaaS mode and allows companies to manage their campaigns, with high value-added functionalities.
In 2023, EasyMovie joins Cenareo and gives it a unique positioning by adding video content creation to its range of expertise.

Founded in 2012, we have an exceptional team of 70+ experts located in Paris, Tunis, New-York and Toulouse, our solution is used in 30+ countries, Serving 500+ clients in EMEA & USA. Our global ARR is 7M€.

At Cenareo having diverse employees with different perspectives is key to increase creativity and innovation. 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.

What we offer
Hybrid working mode, you can work 3 days at home if you want
2 weeks dedicated on our onboarding program
A competitive health insurance
Meal allowance + individual money pot
"RTT" days
High-quality office spaces supporting collaboration, health and wellbeing
Team building & Company events

Job description

About the role and the team

We are looking for a talented Customer Success Manager to join our Customer Success team dedicated to our Video Suite product. 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 Video Suite, 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 quality and quantity of videos produced

  • Achieve business objectives through the adoption of EasyMovie by Cenareo (e.g., employees engagement, employees ramp-up)

  • 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 Program 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

Profile

Your qualifications, experience, knowledge, skills

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

  • You like managing customer relationship : ideally at least 3+ years experience and a proven track record servicing strategic and complex organizations

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

  • Strong sensitivity and technical knowledge for video content creation are mandatory : content development, video post-production, production process

  • Your communication background allows you to understand the impact of communication, and give advice on content and display strategy

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

  • You question yourself and find solutions

  • 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 (depending on experience)+ bonus (3-10k€)

Details about the job
Toulouse, France
CDI
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