Customer Success Manager

**ABOUT US**:
**Signaturit Group** is the Europeen champion of complete and secure digital transactions. Thanks to a modular platform, we automate transactional processes, from identity verification and KYC to electronic signature and legal archiving. More than 100 thousand customers rely on our solutions to accelerate their business activities, while optimizing their operations.

As a certified Trusted Service Provider, we control over 35 million documents and carry out more than 180 million signatures a year, guaranteeing security, compliance and legal value.

In France, you may know us as **Universign** (for electronic signatures) and **VIALINK** (for client onboarding and KYC).

Today, more than 400 experts and passionate professionals, based in Paris, Barcelona and Valencia, are working every day towards our shared success.

The position includes ensuring customers achieve their desired outcomes and expectations from the Signaturit Dashboard. The CSM serves as the primary point of contact for customers related to gold and platinum support, guiding them after the onboarding through their entire lifecycle.

This role involves building strong relationships, understanding customer needs, providing tailored assistance, and driving customer satisfaction, retention, and growth.

**What you will do at Signaturit**

**_Key Responsibilities:_**
- ** Customer Success Manager**:
- Customer Relationship Management: Build and maintain strong, long-term relationships with customers assigned to the CSM, acting as the main point of contact, addressing questions, concerns, and feedback quickly and effectively.- Customer Engagement and Adoption: Monitor customer usage (Credit consumption) and engagement with the product Signaturit Dashboard. Proactively offer tips, best practices, and strategies to enhance product adoption and utilization.- Customer Feedback and Advocacy: Gather and analyze customer feedback to identify areas for improvement. Act as the customer’s advocate within the company, ensuring their needs and concerns are addressed. Promote customer participation in webinars related to case studies or testimonials.- Metrics and Reporting: Track and report key customer success metrics in Salesforce, such as down sell and churn, as well as Net Promoter Score (NPS) in Hubspot or Hotjar. Provide insights and recommendations to management based on these metrics.- Collaboration with Internal Teams: Work closely with sales (specially, with the Account Managers team), development, product, and support teams to ensure a cohesive and integrated customer experience. Share customer insights and feedback to inform product development and business strategies.- Onboarding Management: The implementation of Signaturit Group solutions in our Customers. Analyze and document existing projects from a functional standpoint, and ideally from a technical standpoint as well. Coordinate and lead internal resources during the project execution. Monitor project progress and ensure milestone and deliverable completion. Additionally, identify and manage project-related risks and deviations. Regularly report project status and results to Signaturit management and/or customer key stakeholders.
- **Variable compensation calculations**:
The quarterly performance is calculated based on:

- ** Metric 1** - NPS score - (team metric)
- Calculation: the current NPS score for this quarter.
- Weight: 15%
- Floor: 82
- Minimum amount of NPS survey received: 8 per quarter
- **Metric 2** - MRR Retention - (team metric):

- Below 95%: no compensation will be received.
- Above 95% and below 105%: a linear percentage calculation of compensation will be received.
- From 105% onwards: 100% of compensation will be received.
- Weight: 50%
- Floor: 95% of MRR Retention
- **Metric 3** - Closed-won Opportunities - (team metric)
- Calculation: This KPI measures the ability of CSMs to generate Net New MRR within their customer portfolio, contributing to revenue growth beyond existing commitments. The compensation is based on the closed-won opportunities within the quarter and is calculated at team level, allowing for individual overperformance to balance others' underperformance.
- Weight: 35%
- Floor: 1.700€ multiplied by the number of CSM resources.
- **Quarter Targets (FY2025)**
- NPS greater than or equals to 82
- MRR Retention greater than 95%
- “Closed-won Opportunities net new MRR” greater than 1.700€ per CSM

**What we believe should contribute to your success in this context**

**_Experience and Education:_**- Previous experience with customers, including Sales and/or service departments
- Preferably, academic background in areas such as Law or Business Administration.
- English is a must.

**Indicative Interview Process (may vary if needed, but we'll try our best to anticipate and inform)**:
- HR Discovery Call (30 min)
- 1st interview with our business (direct report)
- Business case
- 2nd interview with our business & business case feedback
- Reference che