Customer Success Manager (French Speaker)

The Customer Success Manager (CSM) is responsible for managing the overall relationship with strategic clients, supporting them from service delivery through the operational phase of the solution. The CSM ensures client satisfaction, adoption, retention, and growth by acting as a trusted advisor and connecting clients with the best that Generix has to offer.

Main Responsabilities

• Strategic Account Management: Own a portfolio of strategic customers, promote product adoption, ensure satisfaction, and identify growth opportunities.
• Service Reviews: Prepare and lead service review meetings, including reports on events, incidents, ongoing issues, customer requests, root‑cause analysis, and billing/consumption follow‑up.
• Opportunity Management: Identify and track commercial opportunities, assist with analysing new customer needs, and coordinate complementary quotations. 
• Value Delivery: Ensure customers maximise and measure the value of their investment, with high adoption and satisfaction levels. Work jointly with Sales to identify expansion opportunities.
• Long‑term Relationship Building: Develop and maintain strong, trust‑based relationships with stakeholders from operational users to C‑Level. 
• Customer Advocacy: Represent the customer internally by communicating needs clearly and influencing product improvements and roadmap decisions. 
• Continuous Improvement: Collaborate with customers, Sales, Product and Technical teams to ensure optimal solution usage. Build and follow progress plans. 
• Product & Service Vision Sharing: Facilitate workshops to share product roadmaps relevant to customer needs and long‑term plans. 
• Contract Management: Manage contract lifecycle, renewals, and key negotiations. 
• Escalation Handling: Manage customer escalations during business hours.
• Marketing Collaboration: Work with Marketing to highlight customer success stories.