In the middle of a scale-up phase, Mytraffic’s Customer Success team is structuring and growing as part of the global Revenue Team. In this context, we are recruiting our next Customer Success Manager.
You will work in a team of 15 Customer Success Managers and report to a Lead CSM, Adei, under the VP Customer Success, Clémence.
The team will keep growing in the coming months/years. Enrich it, share your vision, and grow within MyTraffic!
💼 Your Missions
Adoption and Operational excellence
-Onboarding new clients (including creating clients' platform accounts),
- Build a usage centric approach of the platform, and monitor the user’s adoption,
- Pro-actively measure and follow your portfolio performances to anticipate and mitigate all potential critical situations,
- Collaborate with product team to share customer feedbacks, deploy new use cases and enrich customer experience,
-Conducting monthly meetings with clients to ensure platform adoption is instilled,
- Answering in a timely manner clients' requests and advising on best practices (example : conducting plateforme trainings).
Account and Business Planning
- Leading quaterly business reviews with Sales
- Recommend, drive and execute the account plan on your portfolio, and lead customer relationship as a trusted advisor,
- Influence your client into becoming Mytraffic true advocate through public speaking events, testimonials, success stories.
Contribute to CSM team structure and customer outreach
- Drive cross-functional projects, team methodologies and ensure automating success process for our clients' scalability,
- Being the internal voice of our clients,
- Guarantee a best in class adoption and usage of all Customer Success tools and reportings (Amplitude, CRM, Intercom).
Leadership Growth
- Within the First 6 months : Demonstrate your leadership potential by taking on increasing responsabilities, including mentorship of team members, spearheading team projects, and contributing to strategy development. The goal is for you to seamlessly transition into managing a small team, where you will directly influence our growth trajectory and culture,
- Beyond 6 months : Continue to grow within Mytraffic by soldifying you role as a leader within the Customer Success team. Your path could involve leading larger team, influencing broader strategic decisions, and being a pivotal part of our global expension efforts.
😎 About You
- You have a strong experience: you have at least 5 years in a CSM role, in Saas B2B and on a complex solution. Or a previous experience in the data industry,
- You’re Customer-centric: You have already managed an important client portfolio with key accounts. You have a proven track record focusing on client satisfaction,
- You’re business oriented: you master sales cycles, anti churn strategies and portfolio expansion,
- You’re a team player: at the core of the organization, you collaborate with all teams and have a positive impact on people,
- You’re a challenger: asking Why is your motto, you challenge the statu quo, you understand and measure the impact,
- You’ve a troubleshooter mindset: You are resilient, coachable, and always wanted to find the best solution for our clients,
- You’re an organizer: you’ve strong presentation & organizational skills, operational excellence is key too you,
- And of course, you speak English and Spanish perfectly!
⚙️ The Recruitment Process
1️⃣ 30 min with our Talent Acquisition, Adèle
2️⃣ 30 min with Adei, our Lead CSM
3️⃣ 60 min Business case
4️⃣ 45 min Values Ambassadors
5️⃣ 30 min with Clémence, our VP Customer Success
