🤓 Lengow is a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow’s comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.

Position description :

Part of Lengow Customer Success Department, the CSM team is composed of 20 great multi-language and experienced professionals from 10 different countries. Our objective is to enhance customer satisfaction and retention, by assisting them in adoption actions, contract management, long-term relationship management, and building together complex business strategies.

The Role:

We are looking for a customer-centric CSM. This person will act as a liaison, provide product information and resolve any problems that our clients might face with accuracy and efficiency (with the help of our strong technical team). The CSM is also in charge to build and execute account plans and portfolio expansion in clients identified as high potential.  

We are interested in finding a candidate that feels comfortable being proactive when contacting customers. We aim at generating a close connection with the customers in order to help them engage with our brand. 

The aim is to ensure excellent service and maintain high customer satisfaction by:

• Be the client’s main point of contact during all the customer journey (since Kickoff meeting until renewal)
• Identifying and assessing customers’ needs to achieve satisfaction.
• Building sustainable relationships of trust through open and interactive communication.
• Providing accurate, valid and complete information by using the right tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions in CRM
• Follow communication procedures, guidelines and policies.
• Take the extra mile in order to achieve customer engagement.
• Build a strategy for your accounts to drive loyalty and avoid churn.
• Negotiation and contract management on contract upgrade (upsell), downsell and renewal
• Identify and share expand / cross-sell opportunities
• Foster Net Retention within their portfolio by proactively identifying opportunities in order to expand the accounts.

🎯 OKRs: 

• After 1 month: After a complete training and structured shadow working program, the new CSM should be able to handle client meetings without buddy or manager
• After 3 month: With the new CSM should be able to manage its own portfolio strategy and start executing it
• After 6 months: The new CSM is fully autonomous and starts to achieve the team's targets (NRR, Upsell, Attrition, Meetings coverage…)

Lengow’ CSM members are constantly helping each others, sharing knowledge, and asking questions (no fear) at any step of people integration, and for any kind of seniority. We are looking for someone willing to adapt himself and enjoy himself into this kind of positive and “trustful” environment.

⭐ Possibility to evolve: 

• Transversal to other departments (onboarding, sales, training,...)
• Vertical (solution expert, team lead…)

Requirements

🏹 We are looking for someone with the following experiences and skills:

• Languages:
• French Fluent/native level
• English Fluent/native level
• Spanish Professional knowledge
• Residence in Barcelona or willing to relocate.
• Education level: Higher education
• Great logical and analytical skills.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and skills.
• Ability to multitask, prioritize, and manage time effectively. 
• Resilience and result-oriented mindset in front of difficult situations

🪜 Hiring Process :

• Phone call with our HR (Alexandre)
• Online Interview with our Team Lead (Fred)
• Physical Interview & Business Case with our Head of CSM (Mathieu) and a member of Customer Success department
• Reference check and offer letter

Benefits

Why Join Lengow?

• ✨ Benefits & Working Conditions
• Working Hours: Monday to Thursday from 9 am to 6 pm, Friday from 9 am to 3 pm.
• Flexibility: 3 Remote days per week
• Environment: Fast-growing tech company and international team.
• Learning & Development: Opportunities for quick career growth.
• Company Perks:
• Gym membership discounts via Gympass.
• Private health insurance discounts.
• Free organic fruit and coffee.
• Weekly Happy Break on Thursday Evening at the office with food and beverage
• 📍 Location: Barcelona - Office with 360º views of the city.