upflow - Customer Success Manager (EMEA)
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Requirements
• 3+ years of experience in a CSM role for other winning SaaS companies! • Native English speaker with excellent written and verbal communication skills in French (Mandatory) • Growth-focused individual with a proven track record of exceeding targets • Entrepreneurial mindset and at ease in a very fast-paced and rapidly changing environment • Proven track record of building relationships and delivering outcomes • Customer-centric approach: passionate about delivering outstanding service to customers • Data-driven, analytical, and process-oriented • Eager to learn and to collaborate cross-functionally • Based in Paris • Experience working in the finance/Fintech/AR industry • Experience using ERPs/accounting tools such as Netsuite, QuickBooks, Sage, Xero, Zuora, Stripe, etc.
Responsibilities
• Upflow is looking for a unicorn: a native English speaker fluent in French, and an experienced, talented Customer Success Manager. This role is based in our Paris office and involves managing a 50:50 split of US and EMEA accounts. Our Customer Success team is dedicated to delivering an outstanding customer experience, achieving excellent Net Revenue Retention, and championing the value Upflow brings to its users. • Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, minimal TTFV, and communicating to users through the product to unlock revenue. • The CSM at Upflow is in charge of value delivery, account expansion, and retention. They own the customer from the completion of onboarding through to renewal. They also collaborate with Sales, Marketing, and Product/Engineering. • This role is based in our Paris offices, located in Le Marais. • Own and scale a portfolio of part US, part EMEA accounts • Forecast, hit, and exceed NRR expansion goals • Ensure ongoing user satisfaction and retention of your portfolio of accounts • Build strategic account plans to expand your portfolio, identifying growth opportunities in your portfolio • Build Upflow Champions! Identify, establish, and strengthen relationships with key stakeholders • Conduct QBRs with all accounts • Leverage knowledge of the Upflow platform to advise on best practices around product usage • Improve internal processes to create more automations and efficiencies internally • Collaborate with the Product Team and be the Voice-of-the-Customer • Collaborate with the Marketing team to convert successful customers into advocates • 2 - Home assignment • Time to stand out! You’ll be given a home assignment, designed to assess your skills and give you a better taste of what would be asked of you at Upflow. Again, hiring is a two-way street! Ultimately, we believe assignments are a great way to show your skills. We care about what you can do; not your schooling, social background, or your identity. • 3 - Home assignment playback & meet the team! • Your hiring manager will spend up to 90 minutes debriefing your case with you. They will take part in this review. Hiring managers at Upflow are looking for team players: taking and giving feedback is key to thriving with us! You’ll also meet up with peers so you can see yourself as part of this team. Come with your questions! • 4 - Founder interview • Meet with Alex (co-founder & CEO). He will tell you everything about Upflow’s vision and values. It’s a privileged moment to ask questions, too. • 5 - Alignment & Offer! • If you’ve made it this far, chances are we like each other, and it feels like Upflow is the place for you! We’ll align on the right way for you to come on board, and if successful, we’ll extend you an offer. Then you can relax and get ready for your new job. • Simple! Looking forward to your application. • Diversity & Inclusion • At Upflow, we are committed to building a diverse and inclusive workplace. We encourage all individuals to apply, even if you don’t meet every qualification. Research shows that some candidates may hesitate to apply unless they meet every requirement. However, we believe that a variety of experiences and perspectives can bring value beyond the listed qualifications. If you’re excited about what we do and feel you could contribute, we want to hear from you
Benefits
• Here what you’ll find at Upflow: • International Mindset: We have offices in Paris and New York. • Flexible working: On-site job in Paris in a hybrid office culture. • Exciting moment: Opportunity to join early and contribute to the Success function from the ground up. • All-star team: Extremely solid team with deep functional and domain expertise. • Learning opportunity: Strong focus on learning and growing through education and professional development in hard and soft skills. • Trusting environment: Hands-off management style. We have a strong culture of ownership and autonomy. • Best in class perks: 35 paid days off, meal vouchers, cool offices, top-of-the-range equipment, great healthcare, and competitive salary and equity. • Offsites: Regular offsites with the team, meetups, and strong connections to the startup ecosystem • RECRUITMENT PROCESS • 1 - Interview with our Head of CX
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