TensorOps is hiring a Senior Customer Success Manager to act as a dedicated advocate for our customers. You will be responsible for driving adoption, ensuring value realization, and fostering long-lasting relationships that lead to retention and growth. This role involves solving complex issues, inspiring customers, and collaborating closely with Account Executives and Solutions Architects.
What You'll Do
- Drive and nurture post go-live customers by increasing adoption and value realization to secure their success, retention, and growth.
- Lead user enablement by conducting product trainings.
- Partner with Solutions Architects to guide customers through the project management and technical requirements of their implementation.
- Provide regular, proactive recommendations to optimise platform use.
- Maximise the adoption of product features to maximise the value delivered.
- Document and clearly articulate the Return on Investment driven by our solution.
- Identify accounts at risk of churn and work proactively with AEs and Renewal Account Executives to eliminate that risk.
- Identify opportunities to expand our partnership with customers.
- Analyse lost accounts and identify reasons for churning.
- Ensure all account issues are quickly resolved by utilising cross-functional internal resources.
- Function as the voice of the customer and provide internal feedback on how we can better serve them.
- Track key account metrics.
What We're Looking For
- Fluency in English.
- 2-3 years of relevant work experience in customer success, account management, digital consultancy, or project management, preferably in a SaaS business.
- Experience working with a portfolio of accounts and supporting a highly technical product.
- Demonstrated ability to establish relationships, build credibility, present, and communicate effectively at all organisational levels.
- Ability to set priorities, drive decisions, and get closure on recommendations and issues.
- Ability to influence others towards continuous improvement, both internally and externally.
- Experience successfully managing customer engagements to completion and satisfaction.
- Excellent presentation, written, and verbal communication skills.
- Proven time management skills with the ability to prioritise tasks.
Nice to Have
- Proficiency in a secondary language.
Team & Environment
You will work closely with Account Executives and Solutions Architects in a collaborative environment.
Work Mode
This is a hybrid position based in Paris, France.
We are committed to creating an inclusive workplace where everyone is respected and supported across all dimensions of diversity.
