Lead Customer Success Manager

Septeo Digital & Services is recruiting a Lead CSM for its IDETA entity in Montpellier (Lattes). This key expert role involves managing chatbot/callbot projects from framing to production, coordinating with transversal teams, and managing a portfolio of clients in France, Europe, and the USA. The role also includes training users, identifying efficiency levers, optimizing CSM best practices, and managing an intern. Occasional travel is expected.

Must Have

• Pilot the delivery of chatbot / callbot projects, from the framing stage with the client to production, respecting deadlines
• Coordinate exchanges with transversal teams
• Manage a portfolio of clients in France, Europe & USA, including key accounts
• Train users
• Identify efficiency levers to improve customer satisfaction, strengthen the adoption of our solutions, and reduce churn
• Create, deploy or optimize the best CSM practices, adapted to our client typology
• Manage an intern
• Minimum 5 years of experience in Customer Success or Account Management
• Excellent knowledge of customer journeys and adoption levers
• Proficiency with CRM tools and CSM platforms
• Transversal leadership
• Ability to convince
• Strategic and operational sense
• Analytical mind
• Relational intelligence
• Very good level of English
• Strong sensitivity to AI

Perks & Benefits

• Grow and thrive through a personalized training program, internal mobility opportunities, and self-training via our Udemy platform
• Live a human adventure, exchanging and sharing during themed events (afterworks, sports, CSR, seminars, etc.)
• Join a collective that cares for others and is committed to equal opportunities, diversity, and inclusion

Company Description

Septeo, a leading software publisher in Europe, is a fast-growing group that is transforming. In 10 years, we have become one of the European leaders in tech, a reference in software publishing. This evolution is the result of a collective effort. The result of the work of determined, audacious, and committed teams. Teams that work hand in hand, with simplicity, conviviality & trust.

Driven by common values, at Septeo, we are together, we do together, and we transform together.

And the results are there: today, we are the 8th largest software publisher in France according to the EY&Numeum ranking. Our ambition does not stop there. We want to become essential in Europe. For Septeo to be on everyone's lips.

We are already present, behind every moment of life, thanks to the software we develop, made available to millions of women and men: a real estate purchase, a marriage, a business creation, a trip... It's a huge responsibility, ultimately. It's ours. And perhaps soon yours.

Ready to be part of the adventure?

Job Description

As part of a replacement, Septeo Digital & Services is recruiting a Lead CSM (M/F) for its IDETA entity (specializing in conversational technology), on a permanent contract (CDI) in Montpellier (Lattes). This position, with a bit of management, is above all a key, expert role to best manage our clients' projects. You will work with local teams but also in full remote.

Your daily life:

• Pilot the delivery of chatbot / callbot projects, from the framing stage with the client to production, respecting deadlines
• Coordinate exchanges with transversal teams
• Manage a portfolio of clients in France, Europe & USA, including key accounts
• Train users
• Identify efficiency levers to improve customer satisfaction, strengthen the adoption of our solutions, and reduce churn
• Create, deploy or optimize the best CSM practices, adapted to our client typology
• Manage an intern
• Occasional travel to be expected depending on client needs

Qualifications

What if it was you who came to join us?

• Minimum 5 years of experience in Customer Success or Account Management in a similar environment ideally
• Excellent knowledge of customer journeys and adoption levers
• Proficiency with CRM tools and CSM platforms
• Transversal leadership: ability to engage and influence without hierarchical link
• Ability to convince: expert posture, proactive, good interpersonal skills
• Strategic and operational sense: capable of thinking about an organization while remaining connected to field action
• Analytical mind: ability to interpret KPIs and orient actions towards customer value
• Relational intelligence: ability to integrate into an existing organization, to unite and transmit
• Very good level of English
• You have a strong sensitivity to AI

If you like working in an agile and constantly evolving environment, you want to be at the heart of the transformation, this position is for you!

Additional Information

Joining Septeo also means:

• Growing and thriving through a personalized training program, internal mobility opportunities, and the possibility of self-training via our Udemy platform
• Living a human adventure, exchanging and sharing during themed events (afterworks, sports, CSR, seminars, etc.) 🎉
• Joining a collective that cares for others and is committed to equal opportunities, diversity, and inclusion

A 3-step recruitment process:

1. A first phone call with a recruitment officer to present the position and its missions, and learn more about you.

2. A second video interview with a dual objective: to present our group and its values, but also to know your motivations and the suitability of your professional project with the proposed position.

3. Finally, a last video interview will be an opportunity to meet your future Operational Director, focus on the job, and validate all your skills.

What are you doing Monday?