Customer Success & Retention Specialist - Apprenticeship (In Life)

Description du poste:

Within the Customer Success team, we are looking for a Customer Success apprentice to support retention across our customer portfolio through proactive engagement with customers and partners.

You will play a key role in preventing churn by qualifying and quantifying customer adoption, identifying early risk indicators, and collaborating with internal and external stakeholders on mitigation plans.

This role is suited to a service or relationship management profile with a desire to exceed customer expectations and rapidly develop their skills in influencing, cross-functional transformation, and partner engagement.

This is a work-study apprenticeship position (ideally based on a schedule of 3 days in the company / 2 days at school), available from September 2026.

What this role will offer you

- Hands-on experience in customer relationship management within a Customer Success organisation;
- Direct exposure to AI tools and methods applied to customer data;
- Practical mastery of tools such as CRM, Dynamics, Excel, and Power BI;
- The opportunity to actively contribute to projects with strong business impact.

Profile we are looking for

- Work-study degree programme (Bachelor's level or equivalent) specialising in business, customer relationship management, sales, commercial management, or similar;
- Experience or strong foundations in customer service or relationship management - someone with a desire to exceed customer and partner expectations;
- Target driven with the ability to be self-motivated to achieve and exceed targets under pressure;
- Good command of Microsoft Office suite products and high technical aptitude to learn new systems. Initial knowledge of CRM tools (Salesforce, Dynamics) would be an advantage, working knowledge of accounting and payroll solutions highly desired;
- Fluent English - C1 level ideal (international environment);
- Keen negotiation, influencing, and problem-solving skills;
- Well-organized with strong time management skills and ability to juggle multiple objectives according to prescribed procedures and processes.

Benefits

- Private health insurance (mutuelle);
- Meal voucher card (Ticket Restaurant);
- 80% reimbursement of public transport costs;
- CSE (works council) benefits and offers;
- Hybrid working, available under certain conditions;
- Work Away: up to 10 weeks per year from 40+ countries (subject to policy and eligibility);
- Sage Foundation: 5 paid volunteering days per year;
- Learning & development: 5 paid Sage learning days per year to build new skills.
What you will do:

Customer & Partner Engagement:

- Respond to business partner and customer queries within agreed turnaround times through digital channels;
- Build strong relationships with business partners to support effective 90-day renewal planning;
- Develop and maintain strong professional relationships with customers and business partners to support satisfaction and retention;

Commercial Performance & Forecasting:

- Deliver revenue and operational outcomes in line with budget expectations and performance KPIs;
- Collaborate closely with Sales teams, sharing regular insight on assigned customers and identifying incremental revenue opportunities;
- Provide accurate and timely monthly, quarterly, and annual forecasting, including risk and opportunity analysis;

Cross-Functional Execution:

- Work across lines of business to influence outcomes, drive customer value, and support the timely resolution of escalated issues;
- Support customer nurture campaigns and other business priorities as needed;
- Play an integral role in supporting the company's cloud migration strategy.

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