Customer Success Manager (CSM)

About Orquest

Orquest was founded on the principle that every interaction in retail counts. Our software synchronizes the crucial elements of the in-store experience: customers and employees. By leveraging AI and machine learning, we ensure the right employee is in the right place at the right time, optimizing store operations.

How You'll Make a Difference

• Own and manage a client portfolio, ensuring client health, driving adoption, and delivering demonstrable value.
• Protect and grow revenue by providing valuable insights, data-driven recommendations, and actionable improvement strategies to clients.
• Conduct structured value sessions, presenting KPI progress, identifying opportunities, and recommending concrete actions for client success.
• Proactively monitor client usage, actions, and progress, escalating and addressing potential issues before they escalate.
• Lead Strategic Business Reviews aligned with customer objectives, driving renewal and upsell conversations.
• Coordinate internally with Sales, Product, Enablement, Implementation, and Support teams to resolve issues and relay customer feedback.
• Maintain accurate and up-to-date CRM and customer records.
• Develop deep product and business knowledge to tailor the Orquest experience to meet specific client business needs.

What We Are Looking For

• Seniority: 4+ years of experience as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments. Experience in Retail or Workforce Management is a significant advantage.
• Proven Track Record: Demonstrated success in driving software adoption, customer retention, and account growth.
• Analytical Skills: Strong ability to work with data, build reports, and translate numbers into actionable business decisions. Proficiency in Excel and Power BI is required.
• Communication Skills: Excellent communication and storytelling abilities, capable of influencing and engaging stakeholders from operational store managers to C-level executives.
• Customer-Centric Approach: An empathy-driven approach combined with sharp problem-solving skills to navigate complex customer situations.
• Portfolio Management: Ability to manage a diverse client portfolio simultaneously and prioritize effectively in a fast-paced environment.
• Tool Proficiency: Experience with CRM tools such as HubSpot and Vitally.
• Language Skills: Advanced English level (C1). French proficiency is a strong plus.

What We Offer

• A key role in a fast-growing international SaaS company.
• A diverse, global team and a collaborative culture.
• Real ownership and autonomy to drive impact.
• Beyond Salary:
• Comprehensive Medical Insurance.
• Access to the OpenUp platform for mental well-being.
• Cobee for flexible compensation (meals, transport, etc.).
• Language classes.
• A flexible work model.