Customer Success Manager, Strategic

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about 5 years old

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Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 70 nationalities across the world.

In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.

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.


About the job:

Are you willing to develop long-term client relationships? To help companies achieve their business goals by having more human digital experiences? We are looking for a highly motivated Customer Success Manager (CSM) to join the Strategic SM team based in Paris!

Reporting to Léna Caloud, Manager, Strategic Success Management, you will handle a portfolio of Strategic customers (15-20 accounts, usually multinational companies or strategic industries with high existing revenue & big potential for development) and be a central point of contact for the customer during the entire live cycle of their usage of the Contentsquare Solution.

As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to ensure that customers achieve their strategic business goals and realize value from their Contentsquare product, ultimately translating into retention and upsell of the client’s subscription. CSMs build and maintain positive relationships with multiple contacts within the assigned customers, including executive roles.

The CSM is also responsible for driving adoption and utilization of the product by their customer base. They work closely with the Sales teams to help drive renewals to a successful completion.

Ultimately, the CSM drives the customer’s post-sales experience and serves as a partner concern point for issues that impacts the customer’s success, in collaboration with other internal teams (Product, Customer Services, Marketing, Customer Care, Engineering, etc.).

📹 Chloé is a Lead Customer Success Manager, Strategic at Contentsquare, and she speaks about her experience and how you can succeed here: https://www.youtube.com/watch?time_continue=105&v=rBTgv-KxgYs&feature=emb_title

What you will do:

  • Strategic account management:
  • Map all strategic contacts and entities among each of your key accounts.
  • Develop strong, trusted and long-term relationship with both sponsors and C Level (very strong intimacy with 2 key decision makers with a shown trusted advisor position: events, consultancy on other topics than UX, advocacy for prospection).
  • Build a data-driven success plan for each step of the customer journey accordingly to your client Key Business Objectives.
  • Grow each individual account to expand both adoption and regular (at least quarterly) value demonstrations through time.
  • Drive renewals to a successful completion and help build upsell strategy (from the very beginning of the relationship), in close collaboration with Sales.
  • Influence your client into becoming Contentsquare true advocate through public speaking events, co-creation product projects, etc.
  • Identify the clients’ tools ecosystem and work with Partner, Openness and Professional Services teams internally to improve Contentsquare stickiness, by driving high value connectors inline with the clients objectives, if existing, handle the development and deployment of the project (with all collaborators: Product, Third party, Client, Sales). 

  • Operational excellence:
  • Pro-actively measure and follow your portfolio performances to anticipate and intensify all potential critical situations.
  • Through critical thinking, challenge and help strengthen existing processes.
  • Best in class adoption and usage of all Customer Success tools and reportings (Gainsight follow up, Account planning,...).
  • Continuously improve value methodology, renewal process and global market knowledge to support both internal and external enablement.

  • Advocacy:
  • Become a Contentsquare ambassador, both internally and externally.
  • Know the market ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments.
  • Act as a public speaker: internally and at clients' and prospection events. 

    • We'd love to meet with you:

  • You're fully proficient in French and English (majority of French and international clients).
  • Confirmed experience in High-Touch Customer Success/Account Management/Senior Consulting positions (min 5 years).
  • You know how to build long-term client relationships (with both C-level and operational), with a passion to act on client business decisions and goals.
  • Exceptional written and oral communication skills (structured, synthetic and engaging).
  • Diplomacy, assertiveness and influence skills, to drive issue resolution with cross-functional teams in a matrix organization (internally and externally).
  • Experience with Digital Solutions and very good knowledge of the Analytics, A/B test and Data businesses.
  • Experience teaming with sales organizations to achieve business goals.
  • Demonstrable ability to take ownership and be proactive.
  • Very structured working approach, ability to deal with several different activities in parallel. 
  • Ideally, you have experience in subscription based/SaaS Solutions, or you understand the challenges related to SaaS business model.

    • Worth knowing:

  • Permanent full-time role (CDI)
  • Location: in the centre of Paris (7 rue de Madrid, 8e arrondissement)
  • This role is not open to full remote: you need to be present in Paris 3 days a week at least (regular in-person client meetings & internal team collaboration)
  • Start date: as soon as possible


    • 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 10 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 allowance.
    ▪️ Home Office Allowance.
    ▪️ 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 2023 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, gender expression, 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 our Job Candidate Privacy Notice 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.