Company Introductionis the number one productivity solution provider for financial services. Our software enables leading firms like Citi, KPMG, and BNP Paribas to automate repetitive work in Microsoft Office and focus on value-generating work instead. We're scaling up our global business with 160+ employees across offices in New York, London, Paris (HQ), Singapore, and Berlin.Our values ✨Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.Trust: We are passionate, committed, and free to act with autonomy.Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.The team 🧑🤝🧑The French Customer Success Team was created in April 2023 to help us achieve our business goals: Ensure our clients use our tool, are satisfied, and renew their contracts.Team members: Chloé, Anne-Gaëlle, Fanny, Amira, Dimitri & you :-)Juliette, your future manager, who will mentor you to help you achieve your goals.You will also be part of a global community of 20 CSMs!Our team rituals: Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars.Team goals 🎯Here is what the sales funnel looks like at UpSlide:Business Development Associates: Client prospectionAccount Executives / Account Managers: Contract signing & renewal signingConsultants: Help clients implement the toolCustomer Success Managers: Focus on adoption, client satisfaction, account expansion, and long-term relationship nurturingYour responsibilities 🖋️Delivery (60%)Manage a portfolio of French and international clients (Southern Europe and Benelux)Oversee escalations for assigned accountsMonitor the evolution of the assigned portfolioForesee risks in projects/initiatives and be prepared to mitigate these risksTrack margins, active ARR, deliverables, invoicing milestones, and change requestsMaintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needsLead business reviews and introduce your client to new features relevant to their use caseOrganize webinars to train your clients on specific featuresAssist in creating training courses and educational materials for our clientsPromote an energetic fan base for our product amongst our biggest clients and locate brand ambassadors to share UpSlide's benefits and valueCollaborate with Account Managers to identify opportunities for growthData analysis (25%)Analyze your clients' usage statistics to boost itCollect and process customer feedbackOptimize existing processes within the company and actively enhance customer success initiativesInnovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletterOrganize events to promote UpSlideCollaboration (15%)Work closely with the Sales teams to identify opportunitiesLead workshops with our Product team to represent your clients' voiceSpread CSM knowledge amongst your peersTo work on these tasks you will mainly use the following tools: Microsoft Office, Salesforce, Planhat, PowerBI, NotionYour goals ⚡What you will be assessed on :Net retention rate (NRR)Churn rateWe strongly believe in helping our employees grow within the company and have built a clear career path.We're looking for a Customer Success Manager to join our growing team.You are a great fit if you have:2 to 5 years of experience in customer success/customer service or a related fieldA client-centric mindsetExcellent written and verbal communication skills in French (80% of the job is in French)Excellent written and verbal communication skills in English (minimum C1)Strong problem-solving skillsAbility to work independently and as part of a teamInterest in leveraging data, analytics, and automation to drive ROIExceptional ability to communicate and foster positive business relationshipsAn eye for detailWe'd love it if:You have previous client-side experience in financial servicesYou can switch contexts quickly and easily and are skilled in managing multiple priorities at the same timeYou are proficient in Microsoft Office✨ If you don't tick all the boxes but you think you'd be a great fit, please apply and tell us why.Recruitment processInterview with a Customer Success Manager [45']In-person case study review with Juliette, your future manager and a team member [1h15']Video interview with Aurore, CRO [30']Reference check to help us onboard youWhat we offerMake a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!🌍 International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries💻 Hybrid work: 2-3 days/week hybrid work policy🧑💻 Work-from-home budget: €500 WFH equipment budget🌱 Training & professional development: High-quality programs and continuous training, supplemented by an annual stipend for external learning resources💆♀️ Wellness package: 50€ per month for physical and mental wellness activities👶 Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven🏠 Beautiful office: Office near l'Opéra (1er arrondissement) - a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea/coffee, etc.✈️ Holidays: 25 vacation days and 8 RTT (with one taken for Solidarity Day)🎉 Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)💸 Compensation: Competitive package✅ General: Tickets restaurants (Swile), healthcare (mutuelle - Alan), transportations (50% reimbursed)More about UpSlideOn top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging cultureYou will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a personUpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees More info here:UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work” More info here:As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you've joined UpSlide ✨
