Customer Success Manager (F/M/X)

The Customer Success Manager at Skeepers is responsible for managing a portfolio of strategic clients, ensuring seamless implementation of community platforms. This includes defining long-term strategies, configuring solutions, conducting training for client representatives, and providing ongoing support and guidance through follow-up meetings, email communication, and strategic discussions.

To excel as a Customer Success Manager at Skeepers, candidates should possess a Bac +5 educational background and at least 3 years of experience in similar roles. Familiarity with the digital sector and SaaS companies is beneficial. Excellent relational skills, organizational abilities, and a proactive attitude are essential to navigate both strategic discussions and operational tasks.

Successful Customer Success Managers at Skeepers demonstrate excellent communication and organizational skills, adaptability to changing environments, and the ability to prioritize tasks effectively. The ability to work autonomously while collaborating with diverse internal teams is vital, along with fluency in English and proficiency in French.

Yes, at Skeepers, we value flexibility and offer the opportunity to work remotely regularly as a Customer Success Manager. This allows you to maintain a healthy work-life balance while staying connected with clients and colleagues.

Skeepers provides a range of benefits for its Customer Success Managers, including the SWILE card, 50% reimbursement for Navigo transportation, and comprehensive health insurance through Sogarep. Additionally, you'll be part of a supportive team culture that values open communication and continuous improvement.

Effective prioritization is key for a Customer Success Manager. I focus on understanding client needs and project deadlines, assessing tasks based on urgency and strategic importance. I recommend using project management tools to organize tasks and maintain ongoing communication with clients and colleagues to stay aligned.

Certainly! I once developed a tailored engagement strategy that involved regular check-ins and personalized content sharing. By analyzing client performance metrics, I identified areas of improvement and implemented targeted actions that resulted in a 30% increase in user activity. Sharing these results with the client reinforced our partnership and trust.

Handling difficult conversations requires empathy and clear communication. I approach these situations by listening actively to the client's concerns, validating their feelings, and presenting solutions backed by data. By demonstrating readiness to resolve issues, I work to maintain a positive relationship and regain their trust.

For a successful onboarding experience, I begin by understanding the client's specific goals and expectations. I then create a structured onboarding plan that includes key milestones, training sessions, and resource sharing. Regular follow-ups during this period help address any issues swiftly and reinforce client satisfaction.

In a past project, I utilized data analytics to track engagement levels within client communities. By identifying trends and areas of drop-off, I collaborated with our Community Manager to adapt the content and engagement tactics. This data-driven approach resulted in enhanced user participation and satisfaction.

I prioritize continuous learning by regularly following industry publications, attending webinars, and participating in relevant training. Networking with other professionals through forums or conferences also provides insights into emerging trends and best practices, which I can then apply to our strategies.

I have extensive experience in community management, which is crucial for customer success. By fostering relationships within the community, I help clients engage customers effectively. This synergy enables us to customize solutions based on real-time feedback, leading to improved client retention and satisfaction.

Measuring success involves tracking key performance indicators such as client retention rates, community engagement metrics, and satisfaction scores. By setting clear objectives and reviewing these metrics regularly, I can assess both my performance and the impact of our strategies on client success.

I consider CRM systems, project management software, and analytic tools essential for effective Customer Success Management. These tools enable me to manage client relationships, coordinate tasks, and analyze data to gain insights into areas for improvement and opportunities for growth.

During a project, I took the initiative to schedule regular check-ins with a key client. I actively sought their feedback and addressed any challenges they faced promptly. This proactive approach helped build trust, leading to a long-term partnership that drove significant success for both parties.