tl;dr

We are looking for a Customer Success Manager to help us build the world’s leading B2B identity solution.

🙋🏻‍♂️ Team: 25 people, more info here 🤝 Clients: fintechs, banks, insurtechs and marketplaces (Alan, N26, Smile&Pay, Xpollens, Evaneos, Banque Delubac, Natixis…) 🧢 Role: Customer success manager 📍 Location: Paris (we have a flexible office in Paris 2nd district) 💰 Offer: Depending on profile

Interested? Please reach out to Aymeric (Co-founder & President of Ondorse) at [email protected]

WANT TO HAVE AN IMPACT IN FINANCIAL SERVICES?

We are building the world’s best business identity solution to help compliance, operations, and tech teams run best-in-class onboarding, risk, and fraud management. We are searching for great people to join us and push us further. We are proud of the company we’ve built so far, but we are even more excited about what is yet to come.

And we need you.

Your role

As a Customer Success Manager, you will manage our customer relationships and ensure their success with our software. You will work closely with our clients, primarily financial institutions, to understand their needs, plan and execute onboarding processes, and provide ongoing support. Your role is crucial in driving customer satisfaction, retention, and growth. You will be part of the revenues team and work closely with sales, the compliance engineer and the tech team. You will report directly to one of the founders.

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Why is this role unique?

You’ll be the first dedicated Customer Success Manager at Ondorse. We’re looking for someone who is excited to set up everything from scratch: define best-in-class onboarding, invent our CSM playbooks, choose (and automate!) our tools, and shape the entire client experience. You’ll have full trust and support from the founders, and your impact will be visible from day one.

Want to build, not just operate? This is for you.

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Key responsibilities

• CSM Management and Team Building: Streamline our current CSM operations to prepare Ondorse for scale. In your first year, you’ll recruit and onboard your first team member(s) as we scale.
• Customer Onboarding: Plan and execute the onboarding process for new customers, ensuring a smooth transition and quick adoption of our compliance software.
  • Own the implementation customer journey and ensure it's optimal and customer-first including streamlined hand-offs between teams and structured processes.
  • Act as a project manager for enterprise accounts, helping them set up Ondorse in their system.
  • Liaise with the compliance and tech team to organise the various configuration workshops.
• Account Management: Serve as the primary point of contact for assigned customers, building strong relationships and understanding their needs and challenges.
  • Put together the strategy and roll out a tiered pricing structure per service offered, partnering with sales on execution.
  • Organize and conduct Quarterly Business Reviews (QBR) to assess customer satisfaction, address any issues, and identify opportunities for upselling or cross-selling.
  • Gather and analyze customer feedback to identify areas for improvement in our products and services.
• Process & Tools Ownership: Design, implement and iterate on CSM processes and tooling. We’re already leveraging AI (Pylon) and will support you to deploy more if it helps our customers and team. No prior AI experience needed, we’ll train you!
• Customer Support: Respond to customer queries and issues promptly and effectively, ensuring high levels of customer satisfaction. The goal is also to help decrease the number of tickets by analyzing recurring themes and finding solutions.
  • Lay-out and reinforce the foundations for the future of the department