Customer Success Manager, French Speaking
Employment Information
Job Description
Customer Success Manager managing French-speaking customer engagement and support at Go1. Utilizing data-driven strategies to foster customer success and adoption.
Responsibilities:
- Supporting a rapidly growing customer base while balancing an ‘at-scale’ mentality with a customer-centric approach is crucial for success in this role.
- Work closely with our Customer Strategy team to research and develop customer engagement strategies through email, live training and proactive scaled at-risk outreach.
- Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support that results in their success at Go1.
- Respond promptly to customer inquiries, leveraging our resources and tools to empower them to maximise their use of Go1.
- Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets.
- Proactively contribute to development and iteration of the scaled CS model, knowledge base, tools and resources, and repeatable group engagement programs.
- Maintain accurate and complete customer records, activities, interactions, and risks using the internal tools & systems provided.
- Utilise Gainsight’s action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.
- Identify customer champions to join a growing community of advocates that positively reflect and promote the Go1 brand.
- Mentor, coach and support other CSMs in pursuit of overall success of Go1.
- Shared GRR and Customer Satisfaction targets, working as a team to renew and retain the portfolio of customers.
Requirements:
- At least two years of demonstrated history of surpassing company KPIs, including customer retention, health scores, product adoptions, and customer satisfaction.
- Excel at establishing meaningful connections with customers at different leadership levels, leading impactful conversations that drive action and deliver results.
- You love diving into customer data, uncovering trends and insights that lead to further engagement with the Go1 product.
- Reliable and considerate teammate who values diverse perspectives while confidently advocating for your own convictions.
- Leverage your experience in client success planning, utilising discovery questions, active listening, and synthesis of client goals to uncover hidden needs and address core challenges effectively.
- Fluent in written and spoken French.
Benefits:
- Competitive incentive plan in addition to salary
- Employee Stock Option Plan
- Flexible approach to work
- Monthly work from home or transport reimbursement
- One time work from home office set up budget
- Unlimited access to the Go1 Learning Hub
- Professional development fund
- Volunteer leave to give back to the community
- PTO + Wellbeing days
- Flexible public holidays - take the days off that are important to you, swap out the ones that are not
- Family planning & parental leave, plus support for parents returning to work
- Wellness initiatives and an Employee Assistance Program
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