About the Role
At Orquest, we believe that in the retail industry, every interaction is a critical moment. Our mission is to synchronize the store experience by ensuring the right employee is in the right place at the right time. By leveraging cutting-edge AI and machine learning, we empower retailers to optimize their workforce and enhance customer satisfaction. We are seeking a high-impact Senior Customer Success Manager (CSM) to join our growing international team. In this role, you will be the strategic partner for our clients, ensuring they maximize the value of our platform while fostering long-term retention and growth.
Key ResponsibilitiesAs a Senior CSM, you will take full ownership of a diverse client portfolio, acting as the primary advocate for their success and the guardian of account health. Your primary focus will be to protect and expand revenue by providing data-driven insights and actionable recommendations that align with each client's unique business goals.
- Lead structured value sessions and Strategic Business Reviews (SBRs) with key stakeholders to present KPI progress and identify optimization opportunities.
- Proactively monitor product usage and customer health metrics to identify risks early and implement effective mitigation strategies.
- Drive renewal processes and identify upsell or expansion opportunities within your portfolio to contribute to company growth.
- Collaborate cross-functionally with Sales, Product, and Support teams to resolve technical blockers and relay critical customer feedback for product development.
- Maintain impeccable data hygiene within our CRM (HubSpot) and success tools (Vitally) to ensure accurate reporting and forecasting.
- Serve as a subject matter expert on the Orquest platform, tailoring the customer experience to meet complex operational needs across the retail sector.
The ideal candidate is a strategic thinker with a passion for data and a proven track record in high-touch B2B SaaS environments. We are looking for a professional who can navigate complex organizational structures and influence decision-making at the executive level.
- 4+ years of experience in Customer Success or Account Management, specifically within B2B SaaS (Retail or Workforce Management experience is highly preferred).
- Advanced analytical capabilities with professional proficiency in Excel and Power BI to translate complex datasets into compelling business stories.
- Exceptional communication and presentation skills, with the ability to engage both store-level managers and C-suite executives.
- A proactive problem-solver mindset with the ability to manage multiple high-priority projects in a fast-paced, international environment.
- Professional fluency in English (C1 level); proficiency in French is considered a significant competitive advantage.
- Hands-on experience with modern Customer Success technology stacks, including HubSpot and Vitally.
Orquest offers a dynamic and flexible work environment where your contributions have a direct impact on the company’s global trajectory. We prioritize the growth and well-being of our team members through a comprehensive benefits package.
- Flexible work model designed to support a healthy work-life balance.
- Comprehensive private medical insurance coverage.
- Access to OpenUp, a dedicated platform for mental health and well-being support.
- Flexible compensation options via Cobee, including meals and transport benefits.
- Ongoing professional development through sponsored language classes.
- A collaborative, diverse, and international culture that encourages autonomy and ownership.