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Senior Customer Success Manager

About

Welcome to the Jungle is shaping the future of work, leveraging content and technology to revolutionize every aspect of the employee experience. We assist companies in providing a better, more sustainable workplace experience.

Today, over 5,500 companies across various industries showcase their workplace culture on Welcome to the Jungle through exclusive content, team photos, interviews, and key statistics. Our objective is to enable companies to present themselves with increased transparency, allowing candidates to gain a deeper understanding of their people and culture.

Nearly 2.5 million unique visitors actively explore companies, apply for jobs, and engage with our original media and content each month. Our impact extends beyond the platform, resonating with a community of 1.7 million followers across various social media platforms.

Job Description

As a Senior Customer Success Manager SMB, your main missions are to develop trustworthy relationships with clients & ensure they are successful in achieving their business goals thanks to our products & services, coach the Team on best practises and contribute to build processes.

Scope & Responsibilities :

  • Act as the key partner for your clients to help them achieve their Employer Branding & Recruitment objectives once they have completed their onboarding

  • Develop trustworthy relationships with your clients :

    • by monitoring user’s product adoption to ensure they are getting maximum value from it
    • by partnering with clients on all employer branding and hiring topics thanks to your strong expertise
    • by identifying needs and proposing solutions that will bring more value to customers - some of which may lead to upsell opportunities
    • by facilitating the implementation of the proposals and following up to measure impact

  • Anticipate and prevent potential sources of dissatisfaction by building impactful success plans tailored to client’s needs in order to mitigate churn rates

  • Advocate for client needs and collecting, prioritizing & sharing client feedback internally in order to contribute to product, offer (pricing and packaging) and process improvements

  • Leading cross-team projects to impact positively the department and WTTJ business

  • Onboarding, mentoring and supporting team members’ performance

  • Contributing to build projects in order to improve CSM processes and methods with agility and adaptability

Onboarding

First, you will experience our corporate onboarding process which consists of discovering all of our teams and projects. Then, you will enjoy a specific onboarding dedicated to the Customer Management team and your role (demos, phone pitch, documentations…) The idea is to give you all the necessary keys to reach your targets!

What you will find at Welcome to the jungle

An ambitious project in the recruitment and employer branding sector... and lots of ideas to make it grow! A team of 300+ people who are united, enthusiastic and passionate about building and growing our project. Extremely varied skills (video production, tech, content, operations, etc.) and therefore a rich and stimulating work environment.

The main thing is that everyone can progress in the best conditions!

Preferred Experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

You are our ideal profile if:

  • You have approximately 4-5 years of experience in customer success or account management, preferably in a SaaS business.

  • You are customer-centric and comfortable identifying business opportunities.

  • You have a strong analytical mindset and can assess a client's situation based on available data.

  • You are organized, meticulous and responsive.

  • You have strong written and verbal communication skills.

  • You speak and write both French and English fluently.

  • Previous experiences in HR/Tech environments are a “plus”.

Welcome to the Jungle aspires to promote a positive social impact. Its mission includes paying particularly close attention to fostering diversity, inclusion and equality within teams as well as within its community.

Recruitment Process

  • Step 1 : Visio interview with Laurène, Talent Acquisition Specialist (around 45 minutes)

  • Step 2 : Visio interview with Louise, Team Lead Customer Success Management SMB (around 1 hour)

  • Step 3 : Visio interview with Dimitri, Head of Customer Service (around 45 minutes)

  • Step 4 : Visio interview with Laurene, Talent Acquisition Specialist (around 45 minutes)

  • Step 5 : Visio interview with Lucie, Customer Experience Team Lead (around 45 minutes)

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Experience: > 4 years
  • Occasional remote authorized
  • Salary: between 53000€ and 60000€ / year
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