Customer Success Manager

About Dashlane

Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers, and over 25,000 brands worldwide, such as Michelin, Air France, and Forrester, trust Dashlane for industry-leading innovations, patented zero-knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally.

We're looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation and value learning, strive for excellence in everything we do, and thrive as one team. Learn more about life at Dashlane, including how we work, how we hire, and the benefits of being a Dashlaner.

About the role:

Our Customer Experience team is looking for a Customer Success Manager to help us achieve ambitious growth goals and ensure customers have an excellent experience.  As a Customer Success Manager, you will be responsible for working with our customer base by bringing Dashlane’s best practices, innovations and capabilities directly to the admins and users of our product. You will foster relationships with key customer stakeholders, assist them with ongoing projects and strategize operational improvements to ensure their success with Dashlane. With significant company focus on Dashlane’s B2B products, you'll be at the heart of Dashlane's mission and a critical member of a growing, International team.

We’re looking for self-motivated, curious, resilient professionals with strong organizational and follow up skills, who thrive in a fast-paced environment. Your success in this position depends on excellent customer communication and strategy via email, Zoom, phone, etc. and the ability to quickly assess prospective opportunities for improvement through discovery and qualification while uncovering business needs through active listening and thoughtful questioning. You’ll be working with a variety of people including IT admins all they way up to Executive/C-Suite contacts in IT and Security. You'll develop strategies and tactics to maximize success and will collaborate with cross-functional peers in Customer Success, Sales, Support, Product and Engineering. If this sounds like the type of role and environment you'll thrive in, then we want to talk to you. 
 

Location-Specific Information: 

At Dashlane, we have a hybrid work policy with the expectation that you will be in the Lisbon office at a minimum of 3 days per week, unless otherwise traveling to client engagements or Dashlane sponsored events. Tuesday is the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Thursday for your department), and a third day of your choice.

At Dashlane you will: 

• Create an exceptional experience for hundreds of B2B customers, ensuring a positive journey after the initial sale is closed through their annual renewal. 

• Become an expert on Dashlane’s offerings and help develop rollout and deployment strategies to best match new customer needs based on their specific circumstances to help improve password habits company wide. 
• Fully own a diverse customer list and work independently to ensure needs are met and/or surfaced for internal development teams to consider. 
• Consult with customers to define collaboration goals, success criteria and program strategy to ensure a customer perception of value that leads to renewal and expansion. 
• Act as the subject matter expert on the features, benefits and application of Dashlane’s products and services. 
• Proactively develop a trusted advisor relationship with customer stakeholders to drive product adoption, educating customers on the Dashlane value proposition and product features over the phone, via email, and via product demonstrations (and, of course, Zoom). 

• Conduct periodic customer health-checks to understand behavior, identify renewal risk, and proactively address inactivity and/or missed opportunities to ensure success. 
• Manage and resolve customer requests, collect product feedback, feature requests, and foster product testimonials from the existing customer base. 
• Meet and exceed quarterly quotas to ensure Dashlane successfully retains and grows account revenue. 
• Build long-term customer relationships with a focus on ensuring they know the customer success team can help them navigate uncharted territory wi