The role
Your responsibilities
As Customer Success Manager, you will be in charge of:
Managing the client relationship
- Build and maintain a relationship of trust throughout the client lifecycle.
- Respond to client needs and anticipate their expectations.
- Run regular account reviews and set up suitable action plans.
- Develop client onboarding, adoption and retention processes.
Creating support content
- Develop guides, tutorials and educational documents to make our solution easier to use.
- Design personalised onboarding journeys with the Project team to ensure smooth adoption.
Continuous product improvement
- Handle level 1 support.
- Track and qualify user feedback and validate releases to production.
- Collect and analyse user feedback to identify areas for improvement.
- Work with the Business, Product and Tech teams to prioritise and integrate client feedback.
Spotting opportunities
- Identify cross-sell and upsell opportunities based on clients’ evolving needs.
- Work with the sales team to offer suitable solutions and maximise the value delivered.
Reducing churn
- Build and monitor client health indicators.
- Implement proactive strategies to prevent disengagement.
- Anticipate contract renewals and liaise with sales administration on current and upcoming invoicing.
Profile
Who we are looking for
Required skills
- Proven experience in a similar CSM role (at least 2 years).
- Excellent interpersonal and communication skills, both written and spoken.
- Good understanding of business needs in cybersecurity or SaaS software.
- Ability to prioritise and work autonomously in a fast-changing environment.
- Interest in analysing client data and measuring satisfaction.
Soft skills
- Proactive, shows initiative.
- Empathy and client focus.
- Rigour and organisation.
The company
About Make IT Safe
We publish a sovereign solution for managing cyber compliance and risk (NIS 2, DORA, ISO 27001, and GDPR too), on the market since 2018. It came out of the merger of Peridiag, dedicated to third-party cyber risk assessment, and Book My Data, specialised in GDPR compliance.
30+ employees in Nantes and Paris, 150+ customers onboarded. The platform is hosted in France on OVHcloud and 3DS OUTSCALE, in ISO 27001 and 27701 certified datacentres, with a dedicated SecNumCloud offer.
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