CSM - Customer Success Manager - English speaker

Naboo is looking for a strategic and data-driven Customer Success Manager to spearhead the deployment and growth of our Enterprise accounts.
You will be the bridge between technology and our clients’ strategic goals, ensuring that Naboo becomes an indispensable part of their corporate infrastructure.

🎯 Mission & Objectives

Your North Star ⭐️ is to guarantee the rapid and sustainable deployment of Naboo within Enterprise accounts post-signature. Your success is measured by the Wallet Share: the actual revenue generated vs. the client’s total potential.

Secondary KPIs:

• Customer Satisfaction: Maintaining a high Net Promoter Score (NPS).

• Value Creation: Maximizing client savings and ensuring platform compliance.

• Growth: Increasing the number of active users and generating new GBV.

🛠 Key Responsibilities

1. Software & Data Management

• Platform Integration: Set up and maintain Enterprise portals (Control Tower) during new contract launches in coordination with Procurement departments.

• CRM Integrity: Ensure HubSpot is meticulously updated (billing entities, account hierarchy, etc.).

• Data Analytics: Coordinate the delivery of monthly performance reports and custom KPIs to clients.

• Technical Liaison: Collaborate with BI for deployment stats and the Tech team for cybersecurity topics.

• Product Optimization: Analyze and optimize Back-Office features to improve the user experience.

2. Strategic Onboarding

• High-Level Support: Guide Procurement Directors in mastering their Control Tower.

• International Coordination: Sync with international stakeholders for multi-country contract rollouts.

• User Engagement: Lead demo sessions for end-users and perform comprehensive account mapping.

3. Deployment & Coordination

• Account Activation: Organize webinars, office visits, and educational tours in collaboration with Account Managers.

• Global Scaling: Coordinate multi-country deployments with local buyers.

• Cross-Functional Projects: Partner with Marketing and CSR teams to enrich contact lists and implement CSR-driven account actions.

  Profil recherché

  Experience & Education:

  • Minimum 2 years of experience in Customer Success, Account Management, or SaaS deployment.

  • Proven track record managing Enterprise accounts in complex, multi-stakeholder environments.

  • Language Skills: Bilingual in English and French

  Core Competencies:

  • Strong analytical mindset: Comfortable with data, KPIs, and CRM tools.

  • Deep understanding of Procurement, Finance, and Performance challenges.

  • Exceptional organizational skills: Ability to structure and pilot large-scale deployments.

  • Top-tier communication skills (both written and verbal).

  Soft Skills:

  • Strategic Partner: You don’t just provide support; you act as a consultant to your clients.

  • Pedagogy: You excel at teaching and inspiring diverse user groups.

  • Proactivity: You anticipate roadblocks and propose solutions before they become issues.

  🎁 Perks & Benefits

  • Meal Vouchers: Swile card (€10/day, 50% covered).

  • Commuting: 50% reimbursement of transportation passes.

  • Health: Kenko insurance (80% covered by Naboo).

  • Wellness: Preferential rates for Wellpass.

    Déroulement des entretiens

    Step 1 : Introductory Interview: With Eugénie, CSM Team Lead.

    Step 2 : Case Study: To demonstrate your analytical and strategic skills.

    Step 3 : Speed Dating: Meet 4 to 5 members of the Naboo team.

    Step 4 : Final Interview: With Véronique, Enterprise Director.