Strategic Customer Success Manager

🤓 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 20 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:

We are looking for a customer-centric CSM who will build strong relationships with their customers. The CSM is in charge of driving customer's engagement and developing product adoption while building and executing account plannings and expanding high potential client's portfolios.

The aim is to drive customer satisfaction and develop high customer engagement by :

• Being the client’s main point of contact during all the customer journey, from kickoff meeting to renewal
• Creating sustainable relationships through open and interactive communication.
• Building a strategy for your accounts to drive customer engagement and loyalty to avoid churn.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Negotiating and managing contracts, including upsell, downsell and renewal
• Fostering Net Retention within their portfolio by proactively identifying expansion and cross-sell opportunities
• Building and leading QBRs meetings with main customers, enhancing our product's value in a data-driven mindset
• Following technical projects and day-to-day technical issues with our tech team, providing appropriate solutions and guidance to ensure resolution.
• Keeping records of customer interactions in CRM and following communication guidelines and policies.

🎯 OKRs: 

• After 1 month: After a complete training and structured shadow working program, the new CSM should be able to handle client meetings without buddy or manager
• After 3 month: The new CSM should be able to manage its own portfolio strategy and start executing it, focusing on the team's targets (NRR, Upsell, meetings coverage…)
• After 6 months: The new CSM is fully autonomous and starts to achieve the team's targets

Lengow’ CSM members are constantly helping each others, sharing knowledge, and asking questions (no fear) at any step of the onboarding, and for any kind of seniority level. We are looking for someone willing to adapt and enjoy himself in this kind of positive and “trustful” environment.

⭐ Possibility to evolve: 

• Transversal to other departments (onboarding, sales, training,...)
• Vertical (solution expert, team lead…)

🏹 We are looking for someone with the following experiences and skills:

• Languages:
• French Fluent/native level
• English Fluent/native level
• Spanish could be a plus
• Ecommerce experience is required.
• 3 years on a similar role
• Managed complex and strategic accounts.
• Great logical and analytical skills.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and skills.
• Ability to multitask, prioritize, and manage time effectively. 
• Resilience and result-oriented mindset in front of difficult situations

🪜 Hiring Process :

• Phone call with our HR (Alexandre)
• Online Interview with our Team Lead (Julie)
• Physical Interview & Business Case with our Head of CSM (Mathieu) and Julie.
• Meet the team
• Offer letter

✨ Joining Lengow is also an opportunity to benefit from many advantages :

• Ticket restaurant 8 euros by day
• Malakoff Humanis Private insurance & Prevoyance.
• 3 Remote days per week
• Flexible hours
• Bike mileage allowances or 50% of transportation tickets.
• Remote allowances
• Professional events (Devoxx, Meetup ...) and regular internal cohesion.
• Weekly Happy Break on Thursday Evening at the office with food and beverage