Customer Success Manager Team Leader

Paris, France /
Clients – Customer Success Management /
Full-time
/ Hybrid
The Customer Success Manager (CSM) Team Leader is responsible for managing daily operations and ensuring the FR Strategic accounts team reaches and maintains service levels and exceeds targets across all channels. 

The CSM Team Leader will lead and inspire the team of Customer Success Managers in charge of the french Accounts in the France Client Portfolio, to deliver best in class service to our clients in order to drive incremental revenue growth, improve retention rates and increase client satisfaction across their portfolio. 

As a Team Leader, you are in charge of following your team’s development and performance, while guiding them through adequate instruction, advice  and appropriate action planning to reach expected results. You will be responsible for supervising, managing and motivating your team members on a daily basis

📍Contract & Location

    • Permanent full-time contract
    • Paris Office, with a smooth remote work policy (up to 3 days a week)

👀 A few examples of your responsibilities

    • Team Management:
    • Responsible for the recruitment, development and performance management of the FR Strategic accounts team
      Ensure CSMs deliver best in class service, support and expertise across their allocated portfolio of clients<
      Conduct weekly individual follow-ups, regular team meetings and quarterly individual reviews
      Ensure that all CSMs achieve and surpass the KPIs that are set for them to support the business
      Empower team members with skills to improve their CRO and product knowledge
      Facilitate a culture of best practice through skills improvement and proactive sharing of knowledge
      Take part in Client meeting to collect clients feedbacks
      Report to the CSM Director and align with the other CSM Team Leaders on processes 

    • Product & Service Improvements:
    • Manage customer feedback and communicate Clients’ needs (evolution, new features, etc.) and issues (platform bugs, data integrity, etc.) effectively to the Product team
      Track client satisfaction by reviewing periodic surveys (e.g. NPS) and make adjustments to the ongoing strategic approach

🕵️ What we offer

    • Huge impact. AB Tasty is only as great as our team. By ensuring our clients' satisfaction, you’ll have a direct impact on the company’s success.
    • No micromanaging. Be the owner of your effort - you’ll be one of the team and fully trusted to take responsibility of your tasks. You’ll have every incentive to make a real impact.
    • International reach. Our audience is wildly international, and our team is too. Although our HQ is located in France, our company language is English.
    • Continuous education. We offer many opportunities for each employee to learn and grow from a mix of professional (React, Node JS, test driven and many more) and non professional topics (a few examples of our permanent or latest classes: French lessons, blockchain, coding lessons, mental health coaching, vegan cooking, …).
    • Unique career opportunity. By joining a fast-growing company that’s making waves in the tech industry, you’ll have a wonderful chance to enhance your learning and advance in your career faster than you ever thought possible.
    • Lots. Of. Fun. Our incredible magic makers organize awesome events, such as team games, drinks, yoga classes, parties, and a company-wide retreat every year with employees from all countries gathering for 2 days of fun.
    • Remote working, flexible schedule. This isn’t a “clock in, clock out” company. We care about your productivity, not tracking every minute you’re on site. It’s up to you to always be responsible for your work, no matter where you are or what schedule you’re keeping.
    • Time for yourself. After a year within AB Tasty, we offer you a day off during which we simply ask you to think about your career expectations with us. It's not always easy to find time for introspection and to envision what path can lead us to a happy career so we offer a Retreat Day as an opportunity to reflect on that. We not only aim to succeed, but also to make you succeed.

What we look for:

    • 2+ years previous experience managing a large portfolio of clients
    • Previous successful experience in people management 
    • Native level of French
    • Advanced level of English
    • Excellent listening skills with both clients and your team
    • Excellent prioritisation skills
    • Proven experience handling difficult or complex client issues/situations 
    • Knowledge of Conversion Rate Optimization, Digital Marketing and Analytics
Our hiring process is made of 4 steps:

1. Once your resume sent, our Talent Acquisition team will contact you to learn more about you or let you know when your profile doesn’t match our requirements
2️. 45 minutes interview with Céline, our CSM EMEA Director
3️. 45 minutes interview with Huw, our VP Client Success
4. 30 minutes interview with 2 CSM Team Leaders