Customer Success Manager CDI Lyon (M/F)
Our client is a major B2B SaaS player in the construction sector, present on a European scale. Their platform helps construction companies secure their relationships with their subcontractors and suppliers, in a sector subject to increasing regulatory pressure. Their solutions are used on a large portion of construction sites in Europe. To better support and retain its customers, the Customer Success team is recruiting a Customer Success Manager. Why join our client Technical environment A proprietary platform. Your customers adopt it and you help them use it on a daily basis A CRM and a professional telephony tool to manage your customer exchanges and track your accounts' activity Account health monitoring and reporting tools to drive adoption, risk, and retention Work environment Offices in Lyon Part-Dieu, a district very well served by public transport A culture that takes the voice of the customer into account: your field feedback is used to improve offers and journeys An onboarding process to make you quickly autonomous on the tools and your accounts
The position:
Main missions Within the Customer Success department, you support your customers throughout their lifecycle. You ensure their satisfaction, promote the adoption of solutions, limit churn, and develop the value of existing accounts. You also carry the voice of the customer internally. Onboarding and demonstration of value Lead onboarding sessions for new customers Present key features by linking them to each customer's objectives Support the skill development of users Adoption monitoring and account management Monitor account health indicators Identify risk signals and prioritize actions Conduct business reviews with at-risk customers Propose tailored recommendations to strengthen adoption Renewals and retention Prepare and manage subscription renewals Identify upsell opportunities and offer evolutions Defend the value of the solution and demonstrate its return on investment Contribute to the team's retention results Management of incoming calls and emails Answer customer questions regarding offers and billing Handle complaints, resolve them, or escalate them Provide appropriate answers to expressed needs Internal collaboration Act as a link between customers and the sales and technical teams Leverage customer exchanges to enrich customer knowledge Contribute to the continuous improvement of offers and journeys
Profile sought:
Technical skills Very good mastery of customer relations by telephone Commercial ease: you know how to argue, convince, and demonstrate value Good understanding of Customer Success challenges: adoption, churn, retention Ability to analyze customer data and derive concrete actions Fluent English Behavioral skills Sense of service and pedagogy Active listening and relational intelligence Ease in handling sensitive situations and dissatisfied customers Organization, rigor, and versatility Adaptability and proactivity Assets A first successful experience in Customer Success, account management, or customer relations, ideally in a SaaS environment Familiarity with a CRM or a Customer Success platform