- Company Name
- STATION F
- Job Title
- MID-MARKET CUSTOMER SUCCESS MANAGER US - BASED IN PARIS
- Job Description
-
**Job Title**
Mid‑Market Customer Success Manager – US
**Role Summary**
Manage a portfolio of 70‑100 mid‑market commercial and scale accounts in the United States. Drive adoption, engagement, and customer satisfaction through a seamless journey from onboarding to renewal, while identifying upsell and cross‑sell opportunities. Focus on retention, renewal success, and scalable process improvements across the US Customer Success organization.
**Expectations**
- Own the end‑to‑end customer experience, achieving high renewal rates and low churn.
- Proactively coach clients to unlock platform value, monitoring usage KPIs and addressing adoption gaps.
- Serve as the customer advocate, feeding insights to product, sales, marketing, and executive teams.
- Deliver measurable growth through upsell and expansion campaigns.
**Key Responsibilities**
- Build and sustain long‑term relationships with assigned clients.
- Conduct onboarding, training, adoption check‑ins, business reviews, and renewal activities.
- Monitor and analyze key CS metrics (NPS, CSAT, churn, retention, expansion) and usage data.
- Own renewal and retention outcomes for the portfolio.
- Identify and execute upsell/cross‑sell opportunities.
- Advise on content strategy, editorial workflow, and best‑practice creation.
- Lead workshops, webinars, and peer‑learning sessions.
- Improve internal processes, playbooks, and enablement materials.
- Contribute to knowledge base articles, video tutorials, and newsletters.
- Collaborate with product team on roadmap feedback; with sales on pre‑sales support; with marketing on case studies, testimonials, and events.
**Required Skills**
- 1–3 years of Customer Success experience in B2B SaaS, with at least 1 year as a Customer Success Manager.
- Strong multi‑account management and stakeholder coordination.
- Proficient with CS tools and dashboards; comfortable with metric analysis.
- Excellent written and verbal communication, coaching, and presentation skills.
- Analytical mindset, problem‑solving, and data‑driven decision making.
- Self‑motivated, entrepreneurial, and customer‑obsessed.
- Fluent in English (spoken and written).
**Bonus**
- Experience in MarTech, media, or creative software industries.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- Professional certifications in Customer Success or related disciplines are a plus.