In the middle of a scale-up phase, Mytraffic's Customer Success team is structuring and growing as part of the global Revenue Team. In this context, we are recruiting our next Customer Success Manager.
You will work in a team of 15 Customer Success Managers and report to a Lead CSM, Ismail, under the Head of Customer Success, Adei.
The team will keep growing in the coming months/years. Enrich it, share your vision, and grow within MyTraffic!
Your Missions
Adoption and Operational Excellence Onboarding new clients (including creating clients' platform accounts).
Build a usage-centric approach of the platform, and monitor the user's adoption.
Pro-actively measure and follow your portfolio performances to anticipate and mitigate all potential critical situations.
Collaborate with the product team to share customer feedback, deploy new use cases, and enrich customer experience.
Conduct monthly meetings with clients to ensure platform adoption is instilled.
Answer in a timely manner clients' requests and advise on best practices (example: conducting platform trainings).
Account and Business Planning Leading quarterly business reviews with Sales.
Recommend, drive and execute the account plan on your portfolio, and lead customer relationship as a trusted advisor.
Influence your client into becoming Mytraffic's true advocate through public speaking events, testimonials, success stories.
Contribute to CSM Team Structure and Customer Outreach Drive cross-functional projects, team methodologies, and ensure automating success processes for our clients' scalability.
Being the internal voice of our clients.
Guarantee best-in-class adoption and usage of all Customer Success tools and reporting (Amplitude, CRM, Intercom).
About You
You are native in French and you speak English perfectly.
You have at least 2 years of experience in a CSM role, in SaaS B2B and on a complex solution, or a previous experience in the data industry.
You're customer-centric: You have managed an important client portfolio with key accounts and have a proven track record focusing on client satisfaction.
You're business-oriented: You master sales cycles, anti-churn strategies, and portfolio expansion.
You're a team player: you collaborate with all teams and have a positive impact on people.
You're a challenger: asking 'Why' is your motto; you challenge the status quo and understand and measure the impact.
You've a troubleshooter mindset: You are resilient, coachable, and always seek the best solution for our clients.
You're an organizer: you have strong presentation & organizational skills; operational excellence is key to you.
The Recruitment Process
30 min with our Talent Acquisition.
30 min with Ismail, our Lead CSM.
60 min Business case.
30 min with Vladimir, our VP Strategy.
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