Enterprise Customer Success Manager (French speaker)

At a Glance

• Tasks: Onboard customers and manage their experience with innovative tech solutions.
• Company: Join [Employer hidden — view at passion-project.co.uk], a leader in open-source technology and remote work culture.
• Benefits: Competitive salary, annual bonuses, personal development budget, and flexible remote work.
• Why this job: Make a real impact by helping businesses thrive with cutting-edge cloud technologies.
• Qualifications: Fluent in French and English, with 5+ years in IT and customer success.
• Other info: Work in a dynamic, global team with opportunities for travel and growth.

The predicted salary is between 36000 - 60000 £ per year.

The role of an Enterprise Customer Success Manager at [Employer hidden] involves reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSMs) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating [Employer hidden]'s vast offering.

By clearly understanding their customer's objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap.

We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To provide the appropriate level of focus for every customer, in their native language and with excellent English for any internal interaction, CSMs are specialized in one of the following segments:

• Mass - SMEs or large businesses starting their journey with [Employer hidden]
• Focus - Large companies with established ARR
• Step Growth - a selection of high-potential customers

All CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers, through campaign management and customer requests.

Location: This role will be based remotely in the EMEA region.

What your day will look like:

• Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more.
• Coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfil the customer's objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritising blockers, and driving resolution through corporate product and engineering teams.
• Serve as a customer advocate internally and influence [Employer hidden] products roadmaps, [Employer hidden] websites, documentation, processes and people to improve customer satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch-points and activities.

What we are looking for in you:

• Native French level required with excellent command of English.
• Minimum 5 years of work experience with a strong background in IT and with exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
• Excellent presentation skills with the ability to guide a conversation about complex software.
• Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
• A true team player capable of interacting with all departments and at all levels, both internally and externally.
• Knowledge of agile methodologies.

Additional Skills That You Might Also Bring:

• Experience with Salesforce, Jira and CRMs.

What we offer you:

• We consider geographical location, experience, and performance in shaping compensation worldwide.
• We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance.
• In addition to base pay, we offer a performance-driven annual bonus.
• We provide all team members with additional benefits, which reflect our values and ideals.
• Distributed work environment with twice-yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues from your team and others.
• Priority Pass for travel and travel upgrades for long haul company events.