CSR - Customer Success Representative

The Customer Success Representative is responsible for identifying, qualifying, and initiating business opportunities with large enterprise clients within the Enterprise division.

They work closely with Account Managers (AM), Customer Success Managers (CSM), and Key Account Managers (KAM) in the Enterprise division to build the sales pipeline and support growth in the Large Accounts segment.

Key Responsibilities

1. Onboarding and Adoption

• Prospect and support new clients in onboarding and implementing the Naboo platform, as well as setting up the preferential terms negotiated for them;
• Reach out to and identify new clients;
• Ensure proper maintenance of the back office (entities, users) and the HubSpot CRM (meetings, entities);
• Ensure accurate account mapping;
• Plan and participate in client events to drive platform adoption;
• Ensure fast and optimal adoption of the solution by users (meeting follow-ups, reminders until the first event takes place).

2. Client Monitoring and Relationship Management

• Understand each client’s consumption habits and anticipate next steps in the partnership;
• Have in-depth knowledge of commercial terms and account-specific details;
• Collect post-event client feedback:
  • Post-event NPS (linked to the provider for each event)
  • Naboo NPS (quarterly, related to AM service)

3. Proactivity and Problem Resolution

• Proactively identify clients at risk of disengagement and define appropriate action plans;
• Coordinate with internal teams (AM, Product, Supply, Tech, Marketing) to effectively resolve client issues.

4. Product Feedback and Continuous Improvement

• Gather and analyze customer feedback to contribute to continuous improvement of the product or service;
• Propose process improvements and systematically integrate AI into workflows.

Compétences Techniques (Hard Skills)

• Proficiency with CRM tools (ex: HubSpot, Minari, BO)
• Good knowledge of Naboo’s product/service and its technical environment
• Strong data analysis and reporting skills to measure customer satisfaction and usage
• Project management skills, particularly during onboarding and deployment phases
• French + English mandatory

Personal Qualities (Soft Skills)

• Excellent communication skills (written and verbal) and active listening
• Empathy, strong interpersonal intelligence, and a customer-first mindset
• Strong organizational skills and attention to detail in follow-ups
• Ability to solve problems and handle conflict situations
• Proactivity, autonomy, and ability to work in a team

Key Performance Indicators (KPIs)

• 0–6 months: Development of new business // quick repeat business after the first event is signed
• From month 7 onward: Consolidation of existing clients + focus on repeat business
• Number of calls per week
• Number of meetings scheduled / meetings held
• Number of transactions resulting from CSR actions
• Deployment and adoption rate