Customer Success Manager

6 Months ago • 4 Years + • Customer Service

Job Summary

Job Description

Insider, a B2B SaaS company and a leader in AI-native platforms for Customer Experience and Marketing, is seeking a Customer Success Manager in Paris. You will be the primary point of contact for clients, bridging their needs with Insider's technology. Your role involves helping clients understand their requirements and how Insider's features align with their goals, ensuring optimal utilization of the platform, and providing world-class service. You will monitor and facilitate customer adoption, collaborate with engineering and product teams for technical support, and develop key account plans to enhance client value. Proactively share market feedback, establish trusted advisor relationships, and plan strategies to help customers achieve their objectives. You will also contribute to product development by suggesting new ideas. The ideal candidate possesses a university degree in Business, Marketing, or Engineering, strong English and French communication skills, and at least 4 years of experience in customer success, account management, or strategic consulting. Digital marketing experience and the ability to build strong relationships, especially at the executive level, are crucial. You should be self-motivated, tech-savvy, possess excellent project and time management skills, and have a passion for improving outreach effectiveness. The ability to thrive in a fast-paced startup environment and a solid understanding of web concepts and digital marketing are essential. Insider offers a diverse, inclusive, and international work environment with opportunities for professional growth, including access to LinkedIn Learning, training sessions, and team activities.
Must have:
  • University degree in Business, Marketing, Engineering, or related fields
  • Strong communication skills in English and French (written and spoken)
  • 4 years of relevant work experience in customer-facing roles
  • Digital marketing experience in a customer-oriented position
  • Ability to build strong relationships with customers, including executives
  • Solid oral and written communication abilities with excellent listening skills
  • Self-motivated and tech-savvy
  • Strong project and time management skills
  • Passion for testing and improving outreach effectiveness
  • Ability to work in a fast-paced startup environment
  • Solid understanding of basic web concepts and digital marketing
Good to have:
  • Keen eye for detail
  • Care for clients and ensuring they feel at home with products and assistance
Perks:
  • International, diverse, and inclusive environment
  • Limitless global network access
  • Shareowner System eligibility
  • Opportunity to be part of shaping the future of customer experience
  • Access to hard and soft skills training
  • Access to 16,000+ online courses on LinkedIn Learning
  • Opportunity to share skills through training sessions and workshops
  • Fun team activities
  • No Dress Code

Job Details

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Job Description

    • You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
    • Help our clients understand their needs and which of our features and products best match their goals and expectations
    • Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
    • Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
    • Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
    • Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
    • Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
    • Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
    • Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap

What we expect from you:

    • A university degree in Business, Marketing, Engineering, or related fields
    • Strong communication skills in both writing and speaking (English and French)
    • 4 years of relevant work experience in customer-facing customer success, account management, or strategic consulting organization.
    • To have digital marketing-related experience in a customer-oriented position
    • Show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
    • Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
    • Be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients
    • Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance
    • Superior project and time management skills. A keen eye for detail is a plus!
    • Passion for testing, measuring and improving outreach and follow up effectiveness
    • The ability and flexibility to work in a fast-paced startup environment
    • Solid understanding of basic web concepts and digital marketing.

Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)

    • a chance to work in an international, diverse, and inclusive environment,
    • access and opportunity to gain a limitless network all over the globe,
    • a chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria,
    • to be part of an industry that’s shaping the future of customer experience
    • access to many hard and soft skills pieces of training to help you improve and challenge yourself,
    • access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
    • space to share your skills through training sessions and workshops if you wish. Sharing is caring!
    • the infamous team activities that are bursting with fun,
    • no Dress Code!

Was this position made for you?
So let’s talk! We’re curious bugs and we can’t wait to get to know you.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!

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