Senior Customer Success Manager - Strategic Accounts

Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - merchants and customers.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale. At the forefront of innovation, our platform is the most complete one in a world of AI and empowers teams to gain deeper insights and act swiftly on customer experience.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including E.Leclerc, Dominos Pizza, Credit Agricole, Kingfisher, Sonepar and EssilorLuxoticca. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do!

Our team of Engagement Manager, Adoption Digital Consultant, Retail Expert, Support Agents and Customer Success Manager are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team build and maintain a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommandations, benchmarks and coaching.

We are looking for a Senior Customer Success Manager to join our great CS team. The Senior CSM will be responsible for :

• Gaining a deep understanding of our customers’ organisation and their business challenges,

• Delivering exceptional strategy and business support to our Tier 1 and Tier 2 clients and key stakeholders,

• Delivering value and showcasing the impact that Goodays brings to their business

• Maximising adoption and driving revenue growth into our accounts base.

We are looking for someone who’s willing to make an impact! And as we’re growing fast, you’ll adapt and grow with us, taking on new challenges and responsibilities in your role.

Responsibilities

In this role, the Senior CSM will:

• Discover and influence the client's internal metrics to drive adoption, maximise the impact of the “customer obsession” program and ensure the client knows how to achieve and measure those results through key milestones : Business Review, Success Plan and adapted governance

• Advise on strategies and tactics to transform and create a healthy “Customer Obsession” program

• Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively transform towards customer obsession

• Help your clients realise the value that Goodays brings to their business

• Provide guidance and consulting for best practices and ROI analysis for clients to gain the most value from Goodays

• Manage client lifecycle across a portfolio of named Strategic accounts

• Using tools and troubleshooting techniques and exercising good judgement in decision-making to routinely deliver exceptional client support

• Help key stakeholders understand the value they are receiving from Goodays

• Manage client health by identifying, documenting (health score, maturity and adoption levels,…) and working with multiple teams to mitigate risk and increase client satisfaction

Desired Education & Experience

• Significant experience with account management with strong attention to revenue growth and retention, ideally with another SaaS or e-commerce/retail platform

• Experience/Marketing/E-commerce program management experience preferred Bachelor’s degree and a minimum of 6+ years of work experience in a client services or account management role managing Fortune 1000 clients

• Demonstrated ability to manage multiple strategic accounts concurrently and efficiently through defined account management strategy and methodology

• Fluency in English and French (written and verbal) is mandatory that include the ability to draft and negotiate contracts. You have at least a C1-level in French and EnglishCustomer

Other requirements

• Excellent relationship building skills with key stakeholders and proven experience cultivating productive executive champion relationships

• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with Goodays products/services

• Ability to articulate value propositions, compel clients and internal stakeholders to act and to hold them accountable to their commitments through joined success plans

• Flexibility and understanding of the culture of a fast-paced, commercially oriented technology company

• Highly responsive and service-oriented attitude, accustomed to working in an international environment, action-driven.

• Hands-on project management experience, including the ability to organize, prioritize, and manage deadlines

• Collaborative team player combined with ability to work independently

• Sound and practical business judgment

• Passion for making the difference, interested in our ability to have a social impact in the world of retail

Reporting Line

Reports to the Team Lead

What Goodays offers you

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

• Access to cutting-edge tools and technologies, including a ChatGPT Plus subscription to support your work and enhance productivity

• A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

• Fun and challenging working environment with significant opportunities for career growth and development

• An international environment

• Attractive salary package including excellent pension, health insurance and life insurance

• Open and inclusive working environment including flexible hours and parent-friendly options