Customer Success Manager

  • Permanent
  • Paris

Who we are

Are you ready to help shape the future of sales technology and be part of an entrepreneurial team in one of Europe's most exciting scale-ups? As a Customer Success Manager you will support our expansion. You’ll be expected to deliver top-notch customer care, foster account expansion, and deliver constant product feedback.

Surfe is on a mission to transform the way salespeople interact with their CRM. By elevating the role of the SDR, improving productivity, powering sales, we are driving profitability for businesses worldwide. Surfe serves 15k+ users, raised 4M€ in funding, generates 80% of revenue from no-touch product offering, has 30% of our client base US based. Our team & mindset are international.

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What you will do

  • Sustain business growth, profitability and customer retention
  • Support customers in end-to-end engagement including product demos, onboarding, account setup, debugging issues, features and integrations discovery
  • Analyze customer trends and behavior and run upsell focus campaigns
  • Surface trends and insights from customer feedback to the team at large to inform product choices
  • Analyze churned customers and build a strategy to win back customers
  • Review customer complaints and concerns and seek to improve the customer experience
  • Participate in the team’s effort to build a global success of Surfe

Who you are

  • 5+ years of experience in the SaaS industry as CSM or Sales
  • Experience working with up-selling, cross-selling key accounts
  • Passion about quality and being the voice for the customer
  • You care deeply and genuinely about customer experience and about the role it plays in making a customer-centric team successful
  • Exceptional ability to communicate and foster positive business relationships
  • Tech-savvy
  • Accountability and strong organization skills, ability to manage your time and priorities
  • Based in Paris, but speaking French is not mandatory

What you'll use

  • Intercom: for customer support
  • HubSpot: for customers and deals reporting
  • Linear: for ticket prioritization

What we offer

  • 55,000-70,000€ + variable depending on profile
  • Equity package
  • Challenging and interesting work
  • A healthy work environment (no interruptions, few meetings, “low touch” management)
  • A place in a diverse and open-minded team (30+ people from 14 countries, almost 50/50 gender balance)
  • Flexible working hours
  • 5 week paid holidays
  • Stipend to set up your home office
  • Regular team events in Paris and offsite
  • Other advantages guaranteed by the French law (healthcare insurance, meal vouchers, parental leave, sick days…)