Customer Success Manager (CDD) (F/M/X)

Why Join Skeepers?

At Skeepers, our ambition is to connect brands and consumers worldwide through authentic UGC experiences. How? By providing consumers with engaging shopping experiences through a suite of UGC solutions.

Join a team of over 400 employees, where international ambition enriches our company culture. You will be part of a rapidly growing scale-up, offering the opportunity to take on diverse responsibilities and build your career growth prospects. Each team member contributes to Skeepers' growth so that we can all grow together. We trust our employees—get involved in our projects and help drive Skeepers' innovation.

Context and Team

The Customer Success team is almost complete. Following the integration of the latest Skeepers solutions, we have implemented a new organization on the portfolio to help us achieve our targets. Their goal is to help our clients get the best results thanks to our solution while effectively improving the number of renewals and upsells. You’ll have a portfolio of around 35 clients which equals to more than a million of ARR to renew, upsell and cross-sell.

Your Manager

You will join a team of 30 people, managed by Alix, Gwenaelle and Clément, in the Client’s department. They joined Skeepers to develop the CSM Department and ensure that the company remains customer-centric. Working in the CSM Team means that you are someone with strong soft skills such as empathy and a solution-solving mindset. Teamwork and resilience are core values of the team.

Your Responsibilities

1. Manage the Implementation of Client Portfolio Solutions
   • Understand the needs of your clients, defining KPIs to follow, and make sure to maximize the usage of the solutions through advice, data, and benchmarks.
   • Handle daily management of your client portfolio, assisting clients with all their needs (follow-up meetings, email correspondence, strategic discussions, etc.).
2. Monitor and Analyze Performance
   • Track and analyze the results and performance of your clients' accounts against the strategic objectives defined at the start of the project. Provide actionable insights to drive continuous improvement.
   • Conduct Business Reviews to align on objectives, show KPIs, discuss them, and define the next months of relations and priorities.
3. Adopt a Consultative Approach
   • Leverage your expertise to provide a consultative approach, emphasizing community-building strategies that enhance client brand communities and boost engagement.
4. Be the Voice of the Customer
   • Serve as the primary point of contact between your clients and internal teams (technical, product, community management, sales, etc.), ensuring seamless communication and effective execution.
   • Share product feedback with the different teams and escalate topics that are blocked if needed.
5. Commit to Continuous Learning
   • Stay informed on industry trends, tools, and best practices to continuously enhance your expertise and ensure your clients benefit from cutting-edge solutions.

We are looking for a profile with a first experience as a CSM or at least in a client-facing role who can support the team in daily tasks and bring their experience in Martech SaaS solutions.

• You have experience in a SaaS company in a sector similar to Skeepers (SaaS, digital marketing, software publishing, subscription, and service management).
• You are proficient in Salesforce and Planhat and know how to deal with a portfolio of several clients.
• Ideally, you have already worked in a company that offers multiple solutions.
• You are familiar with a digital work environment and are an English speaker; navigating tech and marketing jargon will be no problem for you.

Our Recruitment Process

1. A first interview with Chloé, Talent Acquisition Partner, to discuss your application and motivations.
2. A virtual interview with the Manager to talk about your background and experiences.
3. A practical case to be presented in a team interview to test collaboration skills and job suitability.
4. A final discussion with Abigail, Skeepers' CCO, to talk about Skeepers' overall vision and finalize the hiring process.