Customer Success Manager - Martech

About Skeepers

Skeepers is the European leader in shopper engagement solutions.

We provide a fully integrated one-stop-shop UGC suite for brands to bond with consumers, amplify reach, boost engagement, drive sales and customer retention. More than 8,000 clients across the globe use our AI-based solutions to generate millions of dollars in additional sales annually. Our commitment to provide brands and consumers with trusted, authentic experiences and technology innovation has made us the UGC solution of choice for some of the world’s biggest and leading brands.

As a European company with 450+ employees globally, Skeepers is headquartered in France, and has offices across Europe and the Americas. For more information, visit www.skeepers.io

As a Customer Success Manager at Skeepers, you will be attributed 30 top accounts as part of your client portfolio.

Your role will be to ensure Skeepers' success by maximizing client satisfaction and retention, all that while being driven by our core values: Adoption, Impact, and Valorisation.

All along the Customer Journey, you will be responsible for:

• Establishing meaningful customer relationships from day one; you are the best partner of your customer
• Building a success plan aligned with client business objectives and defining successful KPIs
• Organizing regular Business Reviews to review the Success Plan and define the next goals
• Helping key stakeholders understand the value they are receiving from Skeepers' platform
• Sharing best practices, product roadmap and features which contribute to a better usage
• Balancing the long-term vision with the operational plan
• Collecting data and information to measure the satisfaction and the success (CSAT, NPS, ROI, etc)
• Transforming your customers in active references and Ambassadors

Internally, you must be seen as a customer advocate by:

• Analyzing customer data in order to optimize your activities and priorities efficiently
• Securing - derisking- renewals
• Supporting the Sales team by detecting upsell or cross-sell opportunities
• Providing the Marketing team information and details on specific customer cases
• Giving feedback about customer needs to the Product team
• Having a mentoring approach towards junior CSMs and newcomers

Requirements

You will be the ideal candidate if you:

• Have at least 3 years of experience in a similar position
• Have an experience in a Martech environment
• Speak French and English fluently
• Are able to collaborate with key accounts and C-levels
• Are autonomous and organised in the management of a portfolio of key and multi-solution clients
• Are data and process oriented, while using a CS platform (such as Planhat)
• Are proactive, willing to learn, and capable to share impactful insights
• Are a great story teller and a good team player

Benefits

• 3 days of remote work per week to maintain a work-life balance
• Restaurant tickets with the Swile card
• Offices accessible by public or private transportation (with free private parking)
• A software at the forefront of innovation in marketing technology.
• A team passionate about its work and very efficient in its areas of expertise, allowing you to quickly develop your skills.
• The opportunity to play a strategic role within a dynamic structure in an innovative and competitive market.
• A perspective of internal development thanks to the structuring of the group on a national and international scale.
• The opportunity to be part of a group that develops the entrepreneurial spirit: let your creativity and your desires do the talking!