Customer Success Manager - French Native

Descripción del puesto:

🤓 Lengow is a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow's comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.
Position description :
Part of Lengow Customer Success Department, the CSM team is composed of 8 great multi-language and experienced professionals from 10 different countries. Our objective is to enhance customer satisfaction and retention, by assisting them in adoption actions, contract management, long-term relationship management, and building together complex business strategies.

The Role:
The Customer Success Manager will be responsible for driving strategic initiatives that impact customer outcomes and business growth with our suite of solutions.
* Ensure customers achieve their business objectives by driving product adoption and value realization
* Act as a product expert and trusted advisor, helping customers connect product features with their strategic goals.
* Monitor customer health and proactively design action plans to improve outcomes.
Be the client's main point of contact throughout the journey (from onboarding to renewal).
* Guide customers on best practices and provide recommendations to maximize product usage.
* Collaborate with cross-functional teams (Revenue, Product, Support) to ensure a seamless experience.
* Manage escalations: address issues promptly, follow up, and ensure resolution.
* Maintain accurate records of customer interactions in the CRM and follow established processes.
* Build strong, trust-based relationships to foster retention and advocacy.

🪜 Hiring Process :
* Phone call with our HRBP (Maria)
* Online Interview with our CSM SMB (Kat)
* Physical Interview & Business Case with our Head of CSM (Mathieu) and Kat
* Offer letter

Why Join Lengow?

✨ Benefits & Working Conditions
* Working Hours: Monday to Thursday from 9 am to 6 pm, Friday from 9 am to 3 pm.
* Flexibility: Work from home on Fridays.
* Environment: Fast-growing tech company, young and international team.
* Learning & Development: Opportunities for quick career growth.
* Company Perks:
* Gym membership discounts via Gympass.
* Private health insurance discounts.
* Free organic fruit and coffee.
📍 Location: Barcelona - Office with 360º views of the city

Requerimientos del candidato/a:

🏹 We are looking for someone with the following experiences and skills:
* Languages:
* French native and English fluent
* Spanish is a plus
* Education level: Higher education
* Great logical and analytical skills
* Customer focused and result oriented mindset
* Excellent communication and skills
* Ability to multitask, prioritize, and manage time effectively.
* Resilience and result-oriented mindset in front of difficult situations
* Experience in providing solutions trainings to clients
* Good knowledge of onboarding processes and best practices
* Ability to understand client issues and provide guidance to support team in order to optimize resolution times
* Ability to interact with cross-departments, such as support / tech and product teams, professional services teams, sales and Account Management teams, and clients
* Willing to understand client's business objectives and provide usage guidance and recommendations
* Demonstrated history in positive clients feedbacks