Customer Success Manager Senior

Customer Success Manager - Senior (Remote, Worldwide)

Orquest is a fast-growing international SaaS company revolutionizing the retail industry with AI and machine learning. Our software synchronizes in-store experiences by ensuring the right employees are in the right place at the right time. We are seeking a Senior Customer Success Manager to join our global team and drive software adoption, maximize value, and ensure long-term client satisfaction.

About the Role

As a Senior Customer Success Manager, you will be instrumental in nurturing our client relationships and ensuring they achieve their business objectives using the Orquest platform. You will own a portfolio of clients, acting as their trusted advisor and advocate.

Key Responsibilities

• Own and manage a portfolio of clients, ensuring their health, adoption, and value realization.
• Protect and grow revenue by providing data-driven insights and recommendations for customer improvement.
• Conduct structured value sessions, presenting KPI progress, identifying opportunities, and recommending actionable steps.
• Proactively monitor customer usage, actions, and progress, escalating and resolving issues before they escalate.
• Lead Strategic Business Reviews aligned with customer objectives, driving renewal and upsell conversations.
• Collaborate with internal teams (Sales, Product, Enablement, Implementation, Support) to resolve issues and relay customer feedback.
• Maintain accurate CRM and customer records.
• Leverage product and business knowledge to tailor customer experiences to their specific needs.

Requirements

• Minimum of 4 years of experience as a Customer Success Manager, Account Manager, or similar role within B2B SaaS environments. Experience in Retail or Workforce Management is a significant advantage.
• Proven success in driving software adoption, customer retention, and account growth.
• Strong analytical skills, with the ability to work with data, build reports, and translate insights into actionable decisions. Proficiency in Excel and Power BI is required.
• Excellent communication and storytelling abilities, capable of influencing and engaging stakeholders from store managers to C-level executives.
• An empathetic approach combined with strong problem-solving skills to manage complex customer situations.
• Ability to manage a diverse client portfolio simultaneously and prioritize effectively in a fast-paced environment.
• Experience with CRM tools (e.g., HubSpot, Vitally).
• Advanced English proficiency (C1). French language skills are a strong plus.

What We Offer

• A pivotal role in a rapidly expanding international SaaS company.
• A diverse, global team with a collaborative culture.
• Genuine ownership and autonomy to drive significant impact.
• Comprehensive Medical Insurance.
• Access to the OpenUp platform for mental well-being support.
• Cobee for flexible compensation (meals, transport, etc.).
• Opportunities for professional growth through language classes.
• A flexible work model.

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