Customer Success Manager

Company Description

Who we are

SES-imagotag is a tech company, world leader in smart digital labels and IoT solutions for physical commerce. Our VUSION IoT Cloud platform enables retailers to improve their operational efficiency by automating pricing & promotion, boosting product availability, enabling in-store geolocation and optimizing merchandising, while helping associates in their daily tasks (replenishment, order preparation, customer service…). ​

VUSION also improves the shopping experience (product search, navigation, in-store mobile services…) while giving consumers a better information at the shelf (product ratings, nutritional information, carbon footprint…).

Why join us ?

SES-imagotag offers all the benefits from a young and dynamic company:​

• Cutting-edge innovation, double-digit growth​
• Happy place to work, with great offices ​
• Lots of internal recurring events (afterworks, parties, seminars… )​
• A very global mindset and culture.​

And the stability of an international group, leader in its market:​

• Real, thorough ESG strategy​
• Ambitious career plans​
• A strong compensation policy (profit-sharing, insurance, additional paid-time off…)

Job Description

Join us as a Customer Success Manager and become an integral part of our team, responsible for our cutting-edge SaaS product.  You'll have the opportunity to make a substantial impact on the success and satisfaction of our valued customers. This is your chance to be at the forefront of a dynamic and thriving SaaS business unit, driving customer success and product excellence. Explore the details of this exciting role below. 

Key Responsibilities: 

• Manage the end-to-end customer journey for new clients, coordinating planning and execution of rollout activities with installation leadership. 
• Act as the primary point of contact for new customers during onboarding and post Go-Live phases, ensuring clear communication of updates and the creation and implementation of onboarding plans and timelines. 
• Monitor and track user adoption, delivering product training both one-on-one and through webinars to enhance usage within our customer base. 
• Develop and implement customer retention initiatives such as health checks, customer outreach, and refresher training. 

• Play a pivotal role in extracting value from our services by collecting customer feedback and liaising with the product and development teams for product improvement. 
• Communicate effectively with customers regarding product changes and provide tips for success. 
• Guide new customers to success by creating Success Plans and assisting them in achieving their business goals. 
• Manage upselling opportunities to existing customers. 
• Maintain sales materials and collaborate with the sales team to create new documentation, case studies, and landing pages as needed.

Qualifications

Qualifications: 

• Minimum of 4 years of experience in a Customer Success role. 
• Bachelor's degree or higher. 

• Quick learner with the ability to adapt to changing business needs. 
• Exceptional verbal and written communication skills. 
• Experience in SaaS and retail is a plus. 

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Additional Information

What We Offer: 

• Company pension 
• Private medical insurance 
• Wellness program 
• Hybrid working schedule 
• Two modern co-working spaces in the heart of London and Cork city. 
• Great maternity and paternity leave 
• Additional parental leave 
• Additional annual leave gifted at Christmas 
• Additional annual leave day per year of service 
• Free tea and coffee in office along with free lunch Tuesday’s 
• Bi-annual company events 
• Office swap in any of our 16 locations for up to 6 weeks 
• Workation - work anywhere in the world for up to 4 weeks 

If you are a proactive, metrics-driven professional with a passion for customer success and a desire to excel in a fast-paced environment, we would love to hear from you. Join our team and play a key role in revolutionizing the retail industry through digital transformation. Apply today!