Customer Success Manager (H/F)


Poste rattaché à notre pôle Solution Boulogne Billancourt (92) | CDI | Rémunération : selon profil | Déplacements à prévoir


JAGGAER, the world’s largest independent cloud spend management company, is expanding our strategic alliances and channel partnerships team to support record growth! Engineered by industry, JAGGAER offers an intuitive, powerful and secure cloud spend management platform to enable streamlined B2B commerce. We are recognized as the most comprehensive Source-to-Pay solution in the market, and delivering value for our 2000+ customers by enabling their digital procurement transformations.

The Customer Success Management team is a client facing team, ensuring customer satisfaction & solutions adoption. As a CSM you will be part of the dynamic Customer operations of JAGGAER and in strong interaction with sales, marketing & product team.

Principal Responsibilities:

Principal Responsibilities CSM “HIGH TOUCH”

Responsible of the Key / Major customers, the Customer Success Manager have the responsibility to ensure customer satisfaction during the contract duration, participate to customers retention & identify upsells.

On a daily basis you will …

  • Develop a trusted advisor relationship with key/major customer stakeholders and executive sponsors to drive product adoption thanks to periodic reviews
  • Define and drive execution of a targeted success plan per customer to support key business goals
  • Facilitate access to product, functional expertise & market best practices
  • Follow customer satisfaction scorecard to measure satisfaction
  • Orchestrate top issue resolution and provide trend analysis for proactive risk mitigation
  • Gain knowledge of customer business initiatives and goals to ensure alignment with customer-licensed modules and features
  • Identify and communicate upsell opportunities for account growth and new business
  • Participate to customer retention & loyalty program (?)
  • Help to collect customer testimonial
  • Follow up Adoption metrics & trends
  • Maintain accurate data in Salesforce to ensure data reliability on your portfolio

Principal Responsibilities CSM “DIGITAL”

Responsible of a large medium customers portfolio, the Customer Success Manager digital have the responsibility to boost customers adoption and satisfaction by using digital communication channels.

On a daily basis you will …

  • Proactively engage customers prior to major and minor releases to review and demonstrate new platform features & promote guidance on best practices
  • Work with cross-functional teams to create high-quality assets including case studies, success videos, slides, blog posts, and more
  • Develop appropriate strategies to maximizes feature adoption
  • Identify and communicate upsell opportunities for account growth and new business
  • Pilot customer satisfaction & propose dedicated action plan if needed
  • Follow up Adoption metrics & trends
  • Lead ad hoc “boost adoption” mission
  • Maintain in accurate data Salesforce to ensure data reliability on your portfolio

Preferred Qualifications & Qualities

  • Proactive, organized, A ‘can do’ attitude
  • Enthusiast & fast learner
  • Solution oriented with a strong attention to details
  • Curious about customers & people
  • Good communicator that knows how to listen & empathy with customers
  • Strong interpersonal skills
  • Experience in procurement solutions and/or procurement consulting
  • High touch: 5+ years working experience
  • Digital: 3+ years working experience


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