Customer Success Manager

2 months ago

Riyadh, Saudi Arabia Contentsquare Full time

Contentsquare is a global digital experience analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team - known as the CSquad - representing more than 72 nationalities across the world.

In 2022, we raised $600M in Series F funding, and we were also recognized as a certified Great Place to Work in France, Germany, Israel, US and UK. In November 2023, we acquired Heap, our largest acquisition to date, strengthening our analytics platform to provide a 360 view of users' digital experience.

**Please Note**: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.

**About the job**:
**Are you willing to develop long-term client relationships? To help companies achieve their business goals by having more human digital experiences?** We are looking for a highly motivated Customer Success Manager (CSM) to join the Customer Success team in Riyadh.

You will handle a portfolio of Strategic customers (usually multinational or portfolio companies or strategic industries with **high existing revenue & big potential **for development) and be a central point of contact for the customer during the entire lifecycle of their usage of the Contentsquare solutions.

As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to **ensure that customers achieve their strategic business goals and realize value** from their Contentsquare partnership, ultimately **translating into retention and upsell** of the client’s subscription. CSMs build and maintain positive relationships with multiple contacts within the assigned customers, including executive roles.

The CSM is also responsible for** ensuring the implementation of Contentsquare’s Tag/SDK**, collaborating with the Implementation team, as well as **driving adoption and utilization** of the product by their customer base, working closely with the Adoption team to design bespoke adoption workshops. They also work closely with the Sales teams to help drive **renewals** to a successful completion, and find **meaningful upsell opportunities** to leverage the full breadth of our platform.

Ultimately, the CSM owns the customer’s post-sales experience and serves as a partner center point for issues that impacts the customer’s success, in collaboration with other internal teams (Product, Customer Services, Marketing, Customer Care, Engineering, etc.).

What your role and key responsibilities will look like:
**Strategic account management**:

- Develop strong, **trusted and long-term relationship** with both operational sponsors and Executive Level contacts, becoming a trusted advisor consulting on high impact digital business topics.
- Build a **data-driven success plan** for each step of the customer journey that aligns to your clients’ Key Business Objectives.
- **Map strategic contacts** and entities among each of your key accounts.
- Grow each individual account to expand both **adoption** and regular (at least quarterly) **value demonstrations** over time.
- **Drive renewals** to a successful completion and help build **upsell** strategy in close collaboration with Sales.
- Identify and collaborate with your clients’ tech partner and agency ecosystem to **drive stickiness** and drive meaningful joint value propositions.

**Operational excellence & leadership**:

- Pro-actively and constantly leverage data to measure your portfolio performance, and anticipate and manage all potential critical situations.
- Leverage critical thinking to challenge and help strengthen our processes.
- Maintain best in class adoption and usage of all Customer Success tools and reporting (Gainsight, Salesforce, Looker Studio, Customer health score etc.).
- Collaborate effectively with peers to ensure operational efficiency, regularly sharing best practices, successes, and challenges to continually improve our best in class customer success practice

**Advocacy**:

- Influence your clients into becoming **Contentsquare advocates** through encouraging speaking in events, product feedback sessions, case studies, referral calls, etc.
- Act as a liaison between your customers and our product teams to share product feedback and use cases to drive customer centricity of our product.
- Become a Contentsquare ambassador yourself leveraging knowledge of the market trend and tech ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments with our solutions.
- Act as a public speaker, sharing your knowledge of Contentsquare and industry best practices internally in team meetings/workshops, with your clients, and at our customer and partner events.

We'd love to meet you if you have:

- Confirmed experience in a **High-Touch Customer Success/Account Management/S

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