Job Description
As a Customer Success Manager, you will be responsible for the success, satisfaction, and growth of your portfolio, from taking over after the contract is signed through to its renewal and expansion.
Your goal will be to help each client adopt Wikit in a sustainable way, derive tangible value from it, and build a lasting relationship based on trust.
Manage the entire customer lifecycle
- Take over after the contract is signed and manage the long-term client relationship.
- Lead the onboarding process and ensure a smooth transition to post-deployment support.
- Understand each client’s business, objectives, constraints, and criteria for success.
- Develop and monitor adoption plans tailored to their specific challenges.
- Train and support board members and key stakeholders.
- Analyze usage patterns, identify barriers to adoption, and implement the necessary corrective actions.
- Identify risks of dissatisfaction, disengagement, or non-renewal, and address them proactively.
Foster a strategic relationship with sponsors
- Prepare and lead progress meetings, performance reviews, and steering committee meetings.
- Engage in dialogue with senior-level executives: CIOs, HR directors, communications directors, business unit heads, or senior management.
- Highlight the value Wikit provides based on usage patterns, results achieved, and the client's objectives.
- Share a clear understanding of progress, risks, expected decisions, and next steps.
- Build a lasting relationship based on trust, even in sensitive situations.
- Maintain sponsor engagement and develop new relationships within client accounts.
Oversee account renewals and development
- Plan for and prepare for contract renewals well in advance of the contract expiration dates.
- Identify the risks of non-renewal and develop the corresponding action plans.
- Oversee renewal discussions in coordination with the relevant internal teams.
- Identify new needs, use cases, populations, or entities that could benefit from Wikit.
- Offer appropriate extensions when adoption and the value created justify it.
- Contribute to the goals of customer loyalty, retention, and portfolio growth.
- Maintain a reliable overview of upcoming renewals, risks, and opportunities for expansion.
Moving Our Customer Success Organization Forward
A customer tracking system is already in place. Your job will be to familiarize yourself with it, implement it rigorously, and gradually improve it.
In particular, you will help:
- improve portfolio segmentation and governance;
- standardize account monitoring and management practices;
- structure the metrics for adoption, satisfaction, risk, retention, and value creation;
- improve the tracking of renewals and development opportunities;
- improve the processes for managing escalations and reporting needs;
- make customer follow-up more self-directed, proactive, and predictable;
- Prepare for the future growth of the Customer Success team.
Depending on your performance, your career goals, and Wikit’s growth, this role may evolve to include greater responsibilities in managing the Customer Success team and its operations.
Profile required
You have at least five years of experience in Customer Success or Account Management, ideally in a B2B SaaS environment.
You have previously managed a client portfolio over the long term and have been directly involved in building client loyalty, renewing their contracts, and expanding their usage.
Above all, we are looking for someone who:
- places success and the creation of value for the customer at the heart of its operations;
- is able to build a relationship of trust with executives;
- has a genuine business acumen without compromising his role as an advisor;
- enjoys gaining a deep understanding of his clients' business and challenges;
- is able to manage a portfolio in a methodical, thorough, and proactive manner;
- anticipates renewals and is able to identify both risks and opportunities;
- is able to handle multiple issues simultaneously without losing track of commitments;
- can distinguish between an expressed request and the actual need underlying it;
- has a sufficient understanding of technical topics to ask the right questions and communicate effectively with a technical team;
- learns quickly and remains comfortable in a constantly changing environment;
- is able to handle sensitive situations with calm, transparency, and sound judgment;
- is able to improve an existing system in a practical way;
- has a leadership mindset and wants to help build a Customer Success team.
You don’t need to be an AI expert when you join us. However, you must have a strong curiosity about this field, a desire to understand its possibilities and limitations, and the ability to explain them clearly to clients.
Further information
- Contract: Permanent contract
- Start date: as soon as possible
- Location: Lyon 5th arrondissement
- Remote Work: Up to Three Days a Week
- Benefits: Swile card, RTT
- Compensation: based on qualifications and experience
