Customer Success Manager

UpSlide is the number one productivity solution provider for financial services. Our software enables leading firms like Citi, KPMG, and BNP Paribas to automate repetitive work in Microsoft Office and focus on value-generating work instead. We're scaling up our global business with 160+ employees across offices in New York, London, Paris (HQ), Singapore, and Berlin.
Our values
Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
• Trust: We are passionate, committed, and free to act with autonomy.
• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team
The French Customer Success Team was created in April 2023 to help us achieve our business goals: Ensure our clients use our tool, are satisfied, and renew their contracts.

• Team members: Chloé, Anne-Gaëlle, Fanny, Dimitri, Agathe & you :-)
• Juliette, your future manager, will mentor you to help you achieve your goals.
• You will also be part of a global community of 20 CSMs

Our team rituals: Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars.
Team goals
Here is what the sales funnel looks like at UpSlide:

• Business Development Associates: Client prospection
• Account Executives / Account Managers: Contract signing & renewal signing
• Consultants: Help clients implement the tool
• Customer Success Managers: Focus on adoption, client satisfaction, account expansion, and long-term relationship nurturing

Your responsibilities
Delivery (60%)

• Manage a portfolio of French and international clients (Southern Europe and Benelux)
• Oversee escalations for assigned accounts
• Monitor the evolution of the assigned portfolio
• Foresee risks in projects/initiatives and be prepared to mitigate these risks
• Track margins, active ARR, deliverables, invoicing milestones, and change requests
• Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
• Lead business reviews and introduce your client to new features relevant to their use case
• Organize webinars to train your clients on specific features
• Assist in creating training courses and educational materials for our clients
• Promote an energetic fan base for our product amongst our biggest clients and locate brand ambassadors to share UpSlide's benefits and value
• Collaborate with Account Managers to identify opportunities for growth

Data analysis (25%)

• Analyze your clients' usage statistics to boost it
• Collect and process customer feedback
• Optimize existing processes within the company and actively enhance customer success initiatives
• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
• Organize events to promote UpSlide

Collaboration (15%)

• Work closely with the Sales teams to identify opportunities
• Lead workshops with our Product team to represent your clients' voice
• Spread CSM knowledge amongst your peers

To work on these tasks you will mainly use the following tools: Microsoft Office, Salesforce, Planhat, PowerBI, Notion
Your goals
What you will be assessed on :

• Net retention rate (NRR)
• Churn rate

We strongly believe in helping our employees grow within the company and have built a clear career path.
We're looking for a Customer Success Manager to join our growing team.
You are a great fit if you have:

• 2 years of experience in customer success/customer service or a related field
• A client-centric mindset
• Excellent written and verbal communication skills in French (80% of the job is in French)
• Excellent written and verbal communication skills in English (minimum C1)
• Strong problem-solving skills
• Ability to work independently and as part of a team
• Interest in leveraging data, analytics, and automation to drive ROI
• Exceptional ability to communicate and foster positive business relationships
• An eye for detail

We'd love it if:

• You have previous client-side experience in financial services
• You can switch contexts quickly and easily and are skilled in managing multiple priorities at the same time
• You are proficient in Microsoft Office

If you don't tick all the boxes but you think you'd be a great fit, please apply and tell us why.
Recruitment process

• First interview with Misbah, Senior Talent Acquisition Specialist [30']
• Interview with a Customer Success Manager [45']
• In-person case study review with Juliette, your future manager and a team member [1h15']
• Video interview with Aurore, CRO [30']
• Reference check to help us onboard you

What we offer
Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)
International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries
Hybrid work: 2-3 days/week hybrid work policy
Work-from-home budget: €500 WFH equipment budget
Training & professional development: High-quality programs and continuous training, supplemented by an annual stipend for external learning resources
Wellness package: 50€ per month for physical and mental wellness activities
Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven
Beautiful office: Office near l'Opéra (1er arrondissement) - a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea/coffee, etc.
Holidays: 25 vacation days and 8 RTT (with one taken for Solidarity Day)
Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)
• General: Tickets restaurants (Swile), healthcare (mutuelle - Alan), transportations (50% reimbursed)
More about UpSlide

• On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture
• You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person
• UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees
  More info here:
• UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category "best company for remote work"
  More info here:

As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you've joined UpSlide