Responsibilities
- Monitor existing customers' health and launch scaled campaigns to boost upsells and retention.
- Analyze data and identify common challenges, proactively suggest improvement to existing processes, and deliver best practices to customers to help deliver maximum value of our products.
- Create, drive, and iterate 1: many programs and initiatives to implement 1 to many customer engagement strategies that can efficiently and effectively drive customer results at scale (e.g., email campaigns, office hours, targeted customer consultations).
- Partner with CSMs, AEs, Product, and Marketing to drive a 1:many experiences within the team’s book of business.
- Build processes to maintain customer health at scale, using internal dashboards and metrics to identify and respond to risks or opportunities within your book of business (500 to 1000 accounts)
- Be a SoSafe operational champion and lead-by-example to ensure data hygiene in our internal CS Tool, Salesforce etc.
Requirements
- 1 year + of experience in a customer-facing inside sales, customer success, BDR or Product Marketing role.
- Experience with SaaS tech stack (Salesforce, Highspot, Planhat etc.)
- Diplomacy, tact, and poise when under pressure working through customer issues and escalations.
- Solution-driven mindset, enjoying leveraging data to back hypotheses and deliver results.
- Comfortable demonstrating product functionality (with training); ability to provide a comprehensive overview of key business use cases.
- Self-motivated, proactive team player with innovative ideas to inspire customer growth, loyalty, and adoption.
- Ability to leverage AI tools to research, analyze data, and identify solutions to customer needs and business problems.
- French and English fluency.
Nice to Have
- Project Management certifications (Prince2, PMI or equivalent)
- German, Spanish and Dutch
Benefits
- Flexible hours, 33 vacation days
- Access to Open Up, corporate discounts
- Virtual events, collaborative team activities, and opportunities for local meet-ups
- Tech equipment, referral bonuses, dog-friendly HQ
Additional Information
- Work/Life balance: Flexible hours, 33 vacation days
- Wellbeing and financial support: Access to Open Up, corporate discounts
- Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups
- And the list goes on: Tech equipment, referral bonuses, dog-friendly HQ
- Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you'll learn more during the interview process.
