Contentsquare – Customer Success Manager, Mid-Market, London UK

Job Description

Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences built on trust, privacy, and accessibility. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.

We’ve been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe’s hottest startups. In July of 2022, we raised $600M in Series F funding, doubling our valuation to $5.6B. But we’re not stopping there.

To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years. Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!

Are you interested in joining a new group, offering the latest digital customer success to some of the most known brands in the world? Contentsquare is looking for a passionate Customer Success Manager (CSM) based in London in a fast-growing company. 

As a CSM in the Digital-Led Customer Success team you will own the customer journey end-to-end including kicking off new customers, onboarding and training the users, driving adoption and utilization, and working closely with Sales to help drive renewals to a successful completion. You will manage a portfolio of customers and own the relationship with them to keep them engaged and push for retention. You will drive customers to be autonomous in the Contentsquare product, and ensure customers can achieve their business objectives by generating value from their Contentsquare product. 

Are you the right person for the role? If you have a sunny character, love to talk to customers, have experience using analytics tools, and can easily identify web optimisation opportunities we want you to join us! If you enjoy being a problem solver, and are great with people you are a good fit for the role. You must thrive in a startup environment, be proactive, data-driven, and eager to learn.

What you’ll do:

• Lead Kick-Off calls with customers to set expectations and help define their digital KPIs.
• Build and deliver enablement programs to key users, including platform & insights training, certification, via remote meetings 
• Design and lead use case workshops to drive product awareness, adoption and meet customer goals
• Proactively monitor health indicators and act upon alerts
• Establish and oversee the customer’s adoption, and usage/development of best practices to continually drive incremental value and return on the customer’s investment
• Manage calls with customers to maintain a solid relationship, and drive self-serve value. Answer product related questions and provide quick insights.
• Drive renewals to a successful completion in close collaboration with Sales
• Be the voice of the client and provide internal feedback on how Contentsquare’s solution can be improved
• Proactively address customer success issues
• Perform events including webinars, round tables, office hours and many more
• Partner with the product education team to thicken the digital assets proposed for the digital-led customers
• Develop innovative strategies, tools, and methodologies to increase usage and Product stickiness for customers with low adoption
• Help to build and shape the Contentsquare Customer Success engagement model of the future leveraging automation and a tech-touch strategy

What you need:

• A Bachelor’s Degree in Business, Marketing, Big data, Statistics or another related UX field OR equivalent work experience
• 1-2+ years experience in a Consulting/Success/Onboarding role in a Technology/Consulting/SaaS/Digital organization 
• Strong written & verbal communication skills, client-facing experience, and a customer-first attitude
• A good understanding of web analytics and website optimisation and a strong interest in technology, software, and the internet
• Highly structured work approach and the ability to manage multiple activities in parallel
• Strong project management and organisational skills
• Flexibility, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment.

Why you should join Contentsquare

– We’re humans first. We hire talented people and provide them with the trust, resources and flexibility to get the job done

– We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits

– 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 opportunity to make an immediate and lasting impact

– 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 some we’d like to highlight:

– Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues

– Generous paid time-off policy (every location is different)

– Immediate eligibility for birthing and non-birthing parental leave

– Wellbeing allowance

– Home Office Allowance

– A Culture Crew in every country to organize regular outings such as game nights, movie nights, and happy hours

– Every full-time employee receives stock options, allowing them to share in the company’s success

– 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. We welcome everyone 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.