Since the creation of Mercateam, our commercial growth has been exponential: every month, tens of top manufacturing sites start using our SaaS solution to help their employees being much more efficient.

Mercateam’s objective is to put back Humans at the center of the Industry 4.0 revolution, so their know-how can be valued and help industrials grow faster, stronger and further.

The Customer Success team is responsible for helping Mercateam clients and users get the best out of our solution, maximizing value perception, building loyalty, and eventually leading to revenue retention and growth.

As a CSM, your missions are organized around 3 main axes :

1. Building fidelity (revenue retention)

Bringing digital to the industrial world is not always a simple and quick process. Personas are multiples and their digital readiness heterogeneous. So as a CSM, you have a key role to play in making our solution a must have of their daily routines.

You’ll manage a portfolio of partners and aimed to retain its revenue hard-earned, by :

• Understanding your partners’ specific needs, pains and advise them on the best use of Mercateam to answer them

• Being a key support in their change management, training end users on existing and new features

• Providing proactive and reactive personalized support

• Bringing our partners from simple users to key ambassadors of the solution

• Collaborating with internal teams (deployment, product, tech, sales) to ensure partners voices are heard and taken into consideration in our roadmaps (improvement, fixes, etc.)

These actions allow you to successfully renew our partners’ contracts, securing revenue retention of your portfolio.

2. Enlarging partnerships (upsell & GIA)

We already have an amazing solution, and our beloved product and tech teams are always bringing more valuable features to our partners. As you know best your partners, you’re the gateway to proposing additional features your clients might benefit and buy from us. This includes :

• Knowing best your client : their long term objectives and obstacles to overcome, their existing equipment, the lack of tools or solution where Mercateam could be helpful, etc.

• Defining accounts strategies to maximize the number of sites Mercateam is implemented in, and increase the equipment rate of your partners

• Having a complete knowledge of your partners key stakeholders, their respective power and influence sphere to easily navigate into their organization

• Cross-lead (with Sales department) upsell and GIA campaigns on specific segments to grow your portfolio recurring revenue

By doing so, you will tighten the relationships with your partner, secure more - and even - increase the revenue of your portfolio.

3. Continuous improvement

As we are in a fast growing startup and environment, we constantly need to improve our processes, routines and behaviors so as to meet our ambitions. The CSM is at the center of many departments and needs to lead by example ! So you might participate in :

• Reviewing our CS routines : Client or Internal meetings, Team coordination, KPI we track, etc.

• Revising and improving the content we deliver : Business Reviews, Product demos, Self help articles, etc.

• Giving and receiving feedbacks

• Animating and participating in peer or cross training sessions

There’s one thing we hate more than losing a client : it’s staying still ! So we do everything to improve ourselves and better structure our department. And you’ll have an important role here.

• 2-3 years’ successful experience as a Customer Success Manager, or related client facing position, preferably in B2B SaaS

• Excellent command of English and conversational level of either Spanish or German

• Autonomy, versatility & organization to match the start-up environment

• A strong business acumen

• Good listening skills, customer relations & empathy

• Initiative & boldness

• Analytical skills & rigor

• Interest in tech & industry

• First call with Anaëlle, Head of HR

• Second meeting with Brice, Head of Customer Success

• Client use case at our office & Meet the CS Team

• Final meeting with Adrien, CEO