Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 72 nationalities in offices around the world, including New York, Texas, Colorado, London, Paris, Rennes, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding. In 2023, we were recognized as a certified Great Place to Work in 5 countries. In 2024, Heap and Hotjar joined the Contentsquare Group, strengthening our analytics platform to provide a 360 view of users' digital experience and to provide end-to-end service to the global market — from entrepreneurs and SMBs/growth companies to Enterprises.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
As part of the Customer Experience and Customer Marketing team, the Senior Program Manager has a variety of missions covering the customer programs: Strategize, launch, run & scale programs aiming to engage customers, transforming them into advocates and impacting growth (renewal, up-sell, cross-sell).
You will have the opportunity to contribute to Customer Marketing’s success by promoting self-organization, optimizing processes, and coordinating cross-team transversal projects with high customer impact.
You will be managing one to two people and will have to work transversally with many teams (Customer Experience, CRM, IT, Product, Customer Success, Sales…)
Example of Programs:
-
Voice of the Customer Programs: manage the surveys and drive feedbacks and learnings internally (NPS, Surveys, Reviews, Customer Journey Mapping )
-
Loyalty Program: Reward rewards the customer engagement, activity in the community (Architecture, Gamification)
-
Online Community: manage the online community to make sure customers can leverage each other and utilise the platform to its full potential
-
Sales Programs: programs that directly contribute to sales, leveraging customers but also former customers to sign new contracts, new upsell/Xsello (Reference calls, Referrals, Champify)
-
Champions program: identification, reward and leverage quarterly the top users of the platform Future Customer Programs
What you'll do:
- Program Management:
- Own the process of implementation of any new program or tool supporting a program
- Internal alignment with key stakeholders on each program’s objectives, deployment methods and with technical resources when necessary
- External coordination with vendors from the buying process to the daily use of their tools.
- Benchmarking
- Tooling budget management
- Projects within the first 6 months:
- Unify the ecosystem of Customer programs that apply across the company for the 3 former brands Hotjar, Contentsquare and Heap
- Adapt each program to the appropriate customer segments and legacy brands when relevant
- Deploy the new brand changes to all existing programs - with a key focus on building a cohesive and comprehensive ecosystem for customers.
- Internally coordinate the animation of the Contentsquare Community +8000 members for customers, gamifying the experience and encouraging internal and external experts to participate, resulting in an increase in customer interaction and engagement.
- Outline Contentsquare’s Customer Journey, identifying its high and lowlights and leveraging the Voice of Customer program with surveys to provide key business and organizational improvement recommendations.
- Team Management:
- Leading a team of one Customer Program Manager - to provide clear direction and realistic goals as well as professional development, and career-building mentorship.
What you'll need to succeed:
- At least 5 years of work experience in project management, customer programs and customer relationship management.
- Excellent English communication skills, through written, verbal and presentations, which you use daily to bring clarity and influence at all levels without formal authority. French is a plus.
- Strong adaptability and pragmatism: your interpersonal skills allow you to get along with people easily and move forward regardless of the context.
- Action-oriented: you proactively address issues by bringing in the right people for quick solutions, even if it falls outside your immediate responsibilities.
- Curious and hands-on: you are capable of both deep diving into details and zooming out to see the bigger picture, depending on the situation.
- Autonomous: you can set your agenda and take initiatives without needing direction.
- A manager with a strong diplomatic bent, using their relationship skills to bring multiple stakeholders aligned both at a strategic and execution level.
- To be able to work closely with counterparts to create and uphold values and quality standards, while striving to create a consistent experience for our customers.
Why you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
▪️ We are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact
▪️ Our clients, partners and investors love our industry-leading product
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
▪️ Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
▪️ Work flexibility: hybrid and remote work policies
▪️ Generous paid time-off policy (every location is different)
▪️Immediate eligibility for birthing and non-birthing parental leave
▪️Wellbeing and Home Office allowances
▪️A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success
▪️We offer many benefits in various countries -- ask your recruiter for more information
We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read ourJob Candidate PrivacyNotice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.
