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Customer Success Manager



Lille, France
Posted on Tuesday, November 28, 2023

Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin, and Jules. We are present in more than 70,000 business locations and give the entire organisation, from C-suite to frontline, CX, and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do!

Our team of Engagement Managers, Adoption Digital Consultant, Retail Expert, Support Agents, and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach, and train on the Goodays solution, and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks, and coaching.

We are looking for a Customer Success Manager to join our great CS team

In this role, the CSM will:

  • Discover and influence the client's internal metrics to drive adoption and maximise the impact of the “customer experience” program and ensuring the clients know how to achieve and measure those results

  • Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with Goodays products/services

  • Advise on strategies and tactics to transform and create a healthy “Customer Obsession” program

  • Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively transform and develop “customer obsession” programs

  • Help your clients realise the value that Goodays brings to their business

  • Provide guidance and consulting for best practices and ROI analysis for clients to gain the most value from their programs with Goodays

  • Manage client lifecycle across a portfolio of accounts

  • Use tools and troubleshooting techniques and exercise good judgement in decision-making to routinely deliver exceptional client support

  • Help key stakeholders understand the value they are receiving from Goodays

  • Manage client health by identifying, documenting (health score, maturity and adoption levels,…) and working with multiple teams to mitigate risk and increase client satisfaction

Desired Education & Experience

  • Significant experience with account management and strong attention to revenue growth & retention, ideally with another SaaS or e-commerce/retail platform

  • Demonstrated ability to manage multiple accounts concurrently and efficiently through defined account management strategy and methodology

  • Outstanding oral and written communication skills both in English and French

  • Customer Experience/Marketing/E-commerce program management experience preferred

  • Bachelor’s degree and a minimum of 6 years of work experience in a client services or account management role managing Fortune 1000 clients

Other requirements

  • Excellent relationship-building skills with key stakeholders and proven experience cultivating productive executive champion relationships

  • Ability to articulate value propositions, compel clients and internal stakeholders to act, and to hold them accountable to their commitments through joined success plans

  • Flexibility and understanding of the culture of a fast-paced, commercially oriented technology company

  • Highly responsive and service-oriented attitude, accustomed to working in an international environment, action-driven

  • Hands-on project management experience, including the ability to organise, prioritise, and manage deadlines

  • Collaborative team player combined with the ability to work independently

  • Sound and practical business judgement

  • Passion for making a difference, interested in our ability to have a social impact in the world of retail

  • Fluent written and verbal English and French language skills required that include the ability to draft and negotiate contracts. You have at least a C1-level in French and English (Third language is a plus: Spanish, Italian, Dutch, German, etc)

Reporting Line

In this role, you will report directly to the Client Partner Enterprise Manager.

What Goodays offers you

  • A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

  • A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

  • Fun and challenging working environment with significant opportunities for career growth and development

  • An international environment

  • Attractive salary package including excellent pension, health insurance and life insurance

  • Open and inclusive working environment including flexible hours and parent-friendly options