Your role
1. Launch and adoption of the “Home” platform
Present the new Home platform to all existing users.
Support clients in adopting, using, and optimizing the platform.
Create and monitor personalized adoption plans for each client.
Identify adoption barriers and propose corrective actions.
Track and analyze usage and adoption metrics by user and company.
2. Commercial development – cross-sell and upsell
- Identify cross-sell opportunities from Email Builder clients to other group tools in the French market.
Collaborate with Account Managers to drive:
Upsell: sale of new licenses.
Cross-sell: adoption of other group solutions.
Service offerings: on Email Builder and other tools.
- Identify and document specific client needs to enhance the service portfolio.
3. Churn prevention and customer satisfaction
Monitor churn risk indicators and act proactively.
Maintain regular follow-up with key accounts to ensure satisfaction.
Identify opportunities to increase delivered value to clients.
Work closely with Product and Customer Care teams to resolve recurring issues.
4. Analysis, reporting, and strategic insight
Implement detailed and accurate reporting on:
- Tool adoption by users.
- Commercial opportunities (upsell, cross-sell, services).
- Churn risk.
- Provide a strategic view of customer needs and adoption trends.
- Contribute to product decisions and continuous improvement initiatives based on customer data.
5. Cross-functional collaboration
Collaborate with the following teams:
Account Management: for license sales, upsell, and services.
Customer Care / Support: to improve satisfaction and resolve issues.
Product: to relay customer needs and contribute to product evolution.
Marketing: for communication on new features and the Home platform.
Your skills
Soft Skills
Excellent communication and interpersonal skills.
Strong customer-centric mindset.
Analytical and problem-solving abilities.
Ability to manage multiple customer accounts simultaneously.
Negotiation and influencing skills.
Experience
- Proficiency with CRM and collaboration tools.
1-10 years of experience in Customer Success, Account Management, or B2B Customer Relations.
Experience in a SaaS or tech environment is a plus.
Languages
French native speaking.
Professional proficiency in English (written and spoken).
Personal qualities:
Proactive and autonomous.
Well-organized with strong prioritization skills.
Team-oriented and collaborative.
Results-driven mindset.
Strong empathy and active listening skills.
Your benefits
A collaborative, supportive team culture focused on achieving outstanding results together.
An environment where professionalism and fun go hand in hand, and great work is rewarding and engaging.
Flexible work setup with a home office policy without office presence obligation, complemented by modern, well-equipped offices.
Flexible working hours with a high degree of autonomy and trust.
Continuous learning opportunities, including professional training and a budget for books.
Language classes during working hours.
Regular team activities - from sports events and gaming nights to international meetups and relaxed after-work gatherings.
Performance-based compensation aligned with clear objectives.
