🧩 Key Responsibilities

✨ Customer Relationship & Strategic Account Management

• Own the customer lifecycle: from onboarding to adoption, in close partnership with the Sales team.

• Build and nurture long-term relationships through strategic planning, trust, and cooperation.

• Act as the internal customer ambassador: relay client needs, advocate for product improvements, and escalate issues when needed.

• Perform Strategic Business Reviews to ensure clients are adopting, using, and perceiving strong value from the solution.

• Develop retention and license activation strategies through a deep understanding of each client’s goals, context, and success metrics.

🚀 Adoption & Engagement

• Consult on how Coachello fits into broader L&D ecosystems, leadership development frameworks, or transformation programs.

• Proactively support product adoption through training, engagement plans, and user education.

• Monitor user behavior to ensure high adoption: if users drop off or skip sessions, you’ll dive in to solve it.

• Educate clients on new features, best practices, and platform updates.

🛠️ Client Enablement & Onboarding

• Own the client onboarding process, ensuring all materials, coach selections, and workflows are in place for a successful launch.

• Deliver tailored training sessions and create enablement materials (presentations, videos, how-to guides, etc.).

• Collaborate closely with Sales and the Coaching Team to align expectations and KPIs from day one.

• Define clear success plans for each client and track progress over time.

📊 Data, Insights & Impact

• Track usage data and satisfaction metrics to identify opportunities and prevent churn.

• Collect and analyze feedback from assessments, LMS data, and coaching performance to measure impact.

• Create and present reports that show the ROI of Coachello’s coaching (e.g. increased engagement, promotion rates, internal mobility).

• Share success stories in partnership with Marketing to highlight the business value of coaching.

🔎 Who You Are

• A natural relationship-builder who brings energy, empathy, and structure to every interaction.

• Strong project manager with a proactive and solution-oriented mindset.

• Analytical and comfortable using data to back your recommendations and insights.

• Comfortable collaborating with different teams (Sales, Coaching, Product, Tech).

• Curious, coachable, and excited to join a high-growth startup shaping the future of leadership development.

✅ What You Bring

• 3+ years of experience in Customer Success, Account Management, Consulting or similar client-facing roles (SaaS, HRTech, L&D or coaching space a plus).

• Fluency in French (native) and English (professional) — or vice versa.

• Strong written and verbal communication skills, with a client-first approach.

• Bonus: experience using tools like Hubspot, Notion, Typeform, and LMS platforms.

We like to keep things simple, transparent, and human. Here’s what you can expect:

• 📞 Intro Call (30 min)
  A first conversation with one of our founders to get to know each other, understand your motivations, and share more about Coachello’s mission and culture.

• 👥 Second Interview (45 min)
  A follow-up conversation with another founder to dive deeper into your experience, your approach to customer success, and how you see yourself growing with us.

• 🎯 Case Study (1 hour)
  You’ll receive a short case study to prepare and present. It’s designed to simulate real-life situations you might face in the role, and to let us see how you think, prioritize, and communicate.

• 🍽️ Team Lunch (Informal)
  A casual lunch with part of the team — to get to know each other better, see if there’s a natural cultural fit, and give you a feel for the Coachello vibe.

• 🎉 Reference Check & Offer
  If all goes well, we’ll move quickly to make you an offer and welcome you aboard!