Customer Success Manager - Retail / SaaS

The role of CSM:

As a Customer Success Manager at OneStock, you ensure our customers' satisfaction and success in using our software. We expect you to:

• Support: OneStock customers in the use and adoption of the software.

• Build loyalty: by providing our customers with support and a high level of satisfaction.

• Upsell/Cross-sell: identify new customer needs and offer complementary solutions.

• Be the voice of the customer: listen to their needs and expectations, and relay them to other teams (sales, marketing, implementation, expertise, development, product, and support).

To achieve these objectives, your missions would be to:

• Plan, prepare, and conduct regular meetings with clients.

• Make demos of existing modules and extensions or new software features.

• Travel and meet our customers.

• Write SOWs and estimates for upsells/cross-sells.

• Stay informed about current customer requests and monitor their progress.

• Update current customer data in CRM.

• Identify development opportunities: new contacts, subcontractors, additional modules, new countries, extensions, etc.

• Participate in the continuous improvement of the CSM team's tools, methods, and processes.

• Be proactive in contract renewals.

• Collect and transmit regular feedback from our customers to enable our internal teams to continually improve.

• Share our clients' success stories with the marketing team and encourage our clients to participate in different actions (case studies, testimonials, etc.).

What we are looking for:

You are passionate about customer support and satisfaction, and you want to help transform the retail sector.

You also:

• Have significant experience as a CSM in BtoB, in a tech/SaaS environment.

• Work effectively with diverse teams and people.

• Have great communication and organisational skills.

• Speak English very well.

And as a bonus:

• You have experience in retail.

What we offer:

• A competitive package: fixed salary, bonuses based on individual and team objectives.

• Benefits and flexibility: meal vouchers, health insurance, a generous remote work policy, flexible paid time off, additional days off (RTT), bike mileage allowances

• Ergonomic equipment: PC, dual screens, mouse, headset everything you need to work comfortably.

• Professional development: an HR team dedicated to ensuring the growth and well-being of OneStockers.

• An inclusive company culture: that values diversity and encourages every talent to thrive.

Recruitment process:

At OneStock, we value your time and commitment. Our process is simple:

1. HR interview: to assess your alignment with our values and your motivation.

2. Interview with your future manager: to evaluate your technical skills and fit for the role.

3. Technical test: to analyze your expertise and ability to solve complex problems.

4. Final interview: to assess your potential to grow and succeed within the team and the company.

We're waiting for you!
Apply now and become a key player in transforming retail.