Customer Success Manager Dubai
Dubai, United Arab Emirates
Job Description
Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team \xe2\x80\x93 known as the CSquad \xe2\x80\x93 representing more than 70 nationalities across the world.
In 2022, we raised $600M in Series F funding, doubling our valuation to $5.6B and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
Contentsquare is looking for a passionate Customer Success Manager (CSM) to strengthen its Middle East team. Based in Dubai and reporting to the Customer Success Manager, in a fast-growing company, you will manage a portfolio of customers and serve as a central point of contact for the customer during the entire live cycle of their usage of the Contentsquare Solution.
As a trusted advisor, facilitator, advocate and coach, the CSM\xe2\x80\x99s role is to ensure that customers achieve their strategic business goals and realize value from their Contentsquare product, ultimately translating into renewal and upsell of the client\xe2\x80\x99s subscription. The CSM will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.
The CSM will be responsible for driving adoption and utilization across their customer base. The CSM will also work closely with Sales and renewals management to help drive renewals to a successful completion.
In 2022, we raised $600M in Series F funding, doubling our valuation to $5.6B and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
Contentsquare is looking for a passionate Customer Success Manager (CSM) to strengthen its Middle East team. Based in Dubai and reporting to the Customer Success Manager, in a fast-growing company, you will manage a portfolio of customers and serve as a central point of contact for the customer during the entire live cycle of their usage of the Contentsquare Solution.
As a trusted advisor, facilitator, advocate and coach, the CSM\xe2\x80\x99s role is to ensure that customers achieve their strategic business goals and realize value from their Contentsquare product, ultimately translating into renewal and upsell of the client\xe2\x80\x99s subscription. The CSM will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.
The CSM will be responsible for driving adoption and utilization across their customer base. The CSM will also work closely with Sales and renewals management to help drive renewals to a successful completion.
In this role, the CSM will also work closely with cross functional Contentsquare groups (Product, Customer Services, Marketing, Customer Care, Engineering, etc.) and will be required to build and maintain strong working relationships within those groups. Ultimately the CSM will own the customer\xe2\x80\x99s post-sales experience serve as an escalation point for issues that impacts the customer\xe2\x80\x99s success.
What you will do:
- Lead, manage and participate in activities that drive product adoption, active use, Contentsquare awareness, and customer satisfaction
- Proactively monitor and address customer success issues
- Contribute to your customer\'s digital UX strategy and AB test roadmap
- Understand and assess customer requirements
- Develop and maintain a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer\'s business strategy, allowing the full potential of their Contentsquare Solution to be realized
- Establish and oversee the customer\'s adoption, training and usage/development of best practices to continually drive incremental value and return on the customer\'s investment
- Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
- Drives regular cadence (Call/Report/visit/QBR) with customer to report on KPIs, raise awareness of Contentsquare news / events. Shares results & actionable items with cross-functional stakeholders.
- Drive renewals to a successful completion in close collaboration with Sales
- Contribute in pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with customers to outline expectations, communication rhythm, and how we support customer\xe2\x80\x99s KPIs
- Follow-up of operations: planning management and coordination of internal services resources (technical, UX, UI and data analysts) during each step of the customer journey
- Configuring and analyzing the customer data on the Contentsquare tool
- Create value by Co-production of analysis and training workshops with the customer
- Be the voice of the client and provide internal feedback on how Contentsquare\xe2\x80\x99s solution can be improved
What you need to succeed:
- Relevant work experience (Minimum of 2 years in a similar position)
- Experience in Post-Sales-Account-Management for subscription based Solutions,
- Background and technical experience in Digital Solutions
- Very Good understanding of the Analytics, A/B test and Data businesses
- Must be highly self-managed, responsive, with the passion to serve the customer,
- Exceptional presentation, written and oral communication skills,
- Very structured working approach, ability to deal with several different activities in parallel,
- Demonstrable ability to take ownership and act on client goals and objectives,
- Ability to influence and drive issue resolution with cross-functional teams in a matrix organisation,
- Proven track record in teaming with sales and field organisations to achieve business goals.
- Fluency in English
Measurement for success would include:
- Increased customer satisfaction across account (measured by conventional surveys, as well as reference potential of account & general check-ins and customer feedback)
- Drive Product adoption rates
- Successful and timely renewals
Why you should join Contentsquare:
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
Uniqueness is embedded in our DNA as one of our core values. Even if you don\xe2\x80\x99t meet all of the requirements above, we encourage you to apply.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.
\xef\xb8\x8f We\xe2\x80\x99re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.- \xef\xb8\x8f We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.
- \xef\xb8\x8f We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
- \xef\xb8\x8f Our clients, partners and investors love our industry-leading product.
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
\xef\xb8\x8f Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year.- \xef\xb8\x8f Work flexibility: hybrid and remote work policies.
- \xef\xb8\x8f Generous paid time-off policy (every location is different).
- \xef\xb8\x8f Immediate eligibility for birthing and non-birthing parental leave.
- \xef\xb8\x8f Wellbeing allowance.
- \xef\xb8\x8f Home Office Allowance.
- \xef\xb8\x8f A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours.
- \xef\xb8\x8f Every full-time employee receives stock options, allowing them to share in the company\xe2\x80\x99s success.
- \xef\xb8\x8f We offer many benefits in various countries - ask your recruiter for more information.
Uniqueness is embedded in our DNA as one of our core values. Even if you don\xe2\x80\x99t meet all of the requirements above, we encourage you to apply.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.
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Job Detail
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Job IdJD1516962
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned