Senior Customer Success Manager

Join our global team in designing and providing personalised customer experiences at scale. At Kaisa, we understand that our greatest asset is our talented and diverse team. We believe in creating an environment that fosters personal growth, professional development, and overall well-being. Regardless of which office you’re based in, our commitment to your success and happiness remains unwavering. Based in our state-of-the-art Morning Lafitte office in central Paris, this role follows a hybrid model designed for both flexibility and team connection.

Job Overview

The Senior Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of strategic Kaisa customers by increasing adoption of the Kaisa product suite via the delivery of the Customer Success Programme.

Responsibilities and Duties

• Revenue retention and growth for a portfolio of existing strategic Kaisa customers

• Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite

• Maximising the value and business impact of Kaisa by establishing customer goals, pain points and KPI’s and working with them to continuously optimise these

• Building and developing strong customer relationships, educating stakeholders on the Kaisa value proposition across multiple business units and markets

• Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross sell opportunities

• Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn

• Being a Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders

• Proactive ownership of internal CS processes to help maximise the effectiveness and efficiency of the customer success programme across the team

• Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision

• You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support, Sales and Marketing teams

Skills requirements

Must have

• 7+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management, commercial ownership and experience working strategically to achieve customer retention and revenue growth over time

• Very experienced working with large international businesses and brands with complex organisations

• Strong emotional intelligence and is able to use the information available to influence decision makers

• Very experienced in a multi-tasking environment and can adjust priorities on-the-fly

• Very strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)

• Very strong written and verbal communication skills and in person and virtual presentation skills. C-level experience essential

• Willing team player and demonstrates team leadership skills

• Experience delivering product training and/or product demonstrations essential

• Very strong time management and project management skills

• Evidence of an understanding of API integrations and customer ecosystems highly valued

• Fluent English is essential, in addition other European languages regarded as a plus

Highly valued

• Experience in the Customer Experience (CX) SaaS platform space

• Understanding of the Automotive and/or Real Estate industry

• Understanding of the marketplace/classifieds industry

Company Culture and Benefits

What makes Kaisa stand out? Our values, which guide us every day: