tl;dr

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

🙋🏻‍♂️ Team: 15 people including 8 tech/product members - more info here 🤝 Clients: fintechs, banks, insurtechs and marketplaces (Alan, N26, Smile&Pay, Xpollens, Evaneos…) 🧢 Role: Customer success manager - no specific language or framework experience required 📍 Location: Paris (we have a flexible office in Paris 10th district) 💰 Offer: Depending on profile

Interested? Please reach out to Maël at [email protected]

WANT TO HAVE AN IMPACT IN COMPLIANCE?

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.

Key responsibilities

• 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.
• 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 the and reinforce the foundations for the future of the department
• Collaboration: Work closely with the Sales, Product, and Tech teams to meet customer needs and contribute to product development.

What we are looking for?