Enterprise Customer Success Manager Emplois

Description du poste

We are enriching our Enterprise Customer Success Management team to support a portfolio of Enterprise clients with high ARR and high potential, ensuring their satisfaction and driving their growth. In this role, you will be strategic: guarantee retention, drive expansion and demonstrate the value generated by our AI Shopping Assistant to decision-makers in your accounts. You are the privileged partner of your clients, and a growth driver for iAdvize.

Responsabilités

Define and drive the account plan for each client: issues, success KPIs, co-constructed roadmap over 12-24 months (deployments, governance, expansion)
Develop a trust-based relationship with C-level contacts and manage exchanges at the right level in client organizations to deliver expected value
Demonstrate generated ROI and drive account results through impactful Business Reviews, increment test debriefs and performance reviews
Oversee the transition from pilot to industrialization, aiming for operational excellence and scalability
Monitor account health (ROI, usage, satisfaction, engagement) and trigger preventive churn actions within the account team
Activate expansion levers (upsell, new features, new perimeters) using our plays and in collaboration with Account Managers
Drive activity in a data-driven way in the CRM and contribute to 1-to-many initiatives (webinars, content, campaigns) as well as feedback to the Product team
Integrate generative AI into daily workflow using iAdvize internal tools and agents to gain efficiency and offer an enriched customer experience

Exigences

5 years of experience in Customer Success or Account Management in B2B SaaS
experience with complex Enterprise accounts
proficiency in managing high-stakes portfolios: account plans, multi-stakeholder governance, KPIs, ROI demonstration
ability to address C-level decision makers and build compelling value narratives
knowledge of e-commerce issues and ability to link solution performance to client business impact
combination of relational excellence and operational rigor
curiosity, solution-oriented mindset, thriving in a rapidly evolving environment
desire to integrate AI into daily work
professional level of English (B2 minimum)

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Enterprise Customer Success Manager

Description du poste

Responsabilités

Exigences

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