- Company Name
- Shiftmove
- Job Title
- Customer Experience Manager SaaS (f/m/x)
- Job Description
-
Job Title: Customer Experience Manager SaaS (f/m/x)
Role Summary: Own and scale the end‑to‑end Customer Success operations for the French market, translating CS strategy into measurable workflow, data, and reporting that drive retention, expansion, and predictable revenue.
Expectations: Deliver clarity, scale, and predictability across the post‑sale lifecycle; become the trusted truth‑source for all CS metrics; influence senior leadership with data‑driven insights; continuously improve processes and systems.
Key Responsibilities:
- Define, document, and operationalise lifecycle workflows (onboarding, expansion, renewal) for all French customers.
- Own and optimise GRR/NRR segmentation, definitions, reporting, and trend analysis.
- Steward the CX technology stack—translate strategy into scalable automation, workflow, and reporting; ensure data integrity across CS platforms, CRM, billing, and support tools.
- Establish and elevate the French CS operating cadence: renewal pipelines, health & risk reviews, adoption/value reporting, QBR tracking, churn‑risk governance.
- Partner strategically with the Director of CS (France) to provide forward‑looking analysis on retention, expansion, churn drivers, and structural blockers; shape CS Ops roadmap aligned with GTM priorities.
- Translate ambiguous problems into structured, measurable processes; drive continuous improvement.
- Facilitate cross‑functional collaboration with CS, Sales, RevOps, BI, and Product teams, ensuring alignment and data consistency.
- Communicate insights, recommendations, and executive summaries to directors and senior stakeholders.
Required Skills:
- 3+ years in Customer Success Operations, Revenue Operations, or CS analytics/process‑focused roles in SaaS.
- Proven expertise in designing, optimising, and scaling subscription‑based customer lifecycle processes.
- Strong analytical ability with ownership of complex KPI frameworks, retention metrics, and executive‑level reporting.
- Deep familiarity with CX technology stacks (CS platforms, CRM, billing, support, workflow automations).
- Structured problem‑solving: ability to transform complex, ambiguous challenges into clear, measurable actions.
- Excellent cross‑functional collaboration and influence skills across CS, Sales, RevOps, BI, Product.
- Executive‑level communication: clear, concise, and credible in presenting data‑driven insights.
- Fluent in French (C2) and professional English (C1).
Required Education & Certifications:
- Bachelor’s degree in Business, Marketing, Information Technology, Computer Science, or a related field (or equivalent experience).
- Relevant certifications (e.g., Certified Customer Success Manager, RevOps certification) are an advantage but not mandatory.