We are recruiting for a Senior Customer Success Manager.

BuyCo is in a phase of rapid growth, and we are looking to expand our CSM team since Arnaud is the sole member in this role.

You will become part of the larger Operations Team, lead by Géraud (COO) which consists of:

• 🇫🇷🇦🇺 Arnaud, Expert Customer Success Manager,

• 🇫🇷 Elisabeth, 🏴󠁧󠁢󠁥󠁮󠁧󠁿 David, 🇨🇳 Kevin, 🇯🇵 Masakatsu and 🇺🇸 Chad, Customer Onboarding Managers,

• 🇫🇷 Amélie, Lead Customer Care and 🇫🇷 Leslie, Customer Care Specialist.

You will be in touch with other teams as well: Data, and Product mainly.

You will report directly to Arnaud, Expert Customer Success Manager.

What you will do on a daily basis :

Core tasks :

1. Drive the relationship with customers:

   Conduct customer-focused meetings, including Monthly and Quarterly Business Reviews (MBR/QBR), to measure performance against pre-established business metrics.

   Occasionally meet with customers in person to effectively plan and prioritize daily activities, and manage customer issues and requests. Ask clarifying questions to identify the root cause and impact of issues, and understand use cases to guide customers toward alternative solutions when possible.

   Act as the voice of the customer internally. As the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Tech teams to ensure a consistent and strong customer message is embedded in our processes.

2. BuyCo platform usage analysis:

   Increase Product adoption and usage.

   Fully master the BuyCo platform, and our customer’s usage with PlanHat, our CSM tool.

3. Upsell and contract renewals:

   Identify and forecast expansion opportunities to successfully grow your portfolio.

   Push new features and additional reports.

   Be on top of new features and be able to explain each functionality.

   Main objective: no churn!

Your path at BuyCo :

We imagine (ideally) a journey like this one :

- 3 months after your arrival: You are now well-versed in maritime and the BuyCo platform. You master the processes (QBR prep, reporting) and you manage client relationships with the help of Arnaud.

- 6 months after your arrival: You are autonomous and you need less and less supervision. You have your first “success stories” to share.

- 1 year after your arrival: Your metrics are on fleek - NPS, upsell.

What you will gain:

• Experience in SaaS / Log Tech ecosystem and the possibility to be the owner of your own perimeter. If you share our enthusiasm for maritime transport / logistics, you will just love working here 🙏

• Growing your expertise on upsell, complex selling, with large and international companies (3/4 in France, and 1/4 in the US)

• Working in an international context, collaborating internally with individuals from diverse backgrounds worldwide 🌐

The “ideal” profile we are looking for:

• Your are comfortable working both in French & English 🇫🇷🇬🇧

• You are not afraid to tackle new topics and you are meticulous when it comes down to reporting and processes.

• You like to talk to customers and solve problems.

• 🍒 Cherry on the cake: you already worked in a B2B startup / scale up.

Your profile will stand out if:

• You have experience in Sales or in Operations / CSM.

• You already know the Logistics / Container Transport Industry 🚢

Compensation, location & remote

• Compensation: 60,000 euros per year (50k euros fix + 20% bonus) for a Senior.

• Location: ideally our office in Paris8 or our HQ in Marseille. But depending on the remote policy you choose.

• Remote policy: by default, hybrid, with 2 or 3 days at the office per week. But you can come to the office every day, or you can work from home every day.

• Step 1️⃣ : Screen interview with Cyril, Talent Acquisition Manager (30min). We will check all basic infos and you will get more informations about BuyCo.

• Step 2️⃣ : Operational interview with Arnaud, Senior CSM (30min). Time to dive-in and meet your next Manager. If it’s a green light, he will give you a study case to prepare.

• Step 3️⃣ : Study case debrief with Arnaud & Géraud, Chief Operation Officer (1h).
  ⚠️ Study case does not have to be perfect: it is a way to engage discussions and evaluate your soft and hard skills.

• Step 4️⃣ : culture fit interview with Annie, VP People (30min).