# Customer Success Manager Senior

**Company:** [Orquest - Retail Smart Planning](http://jobs.workable.com/companies/tZ3YTpb5BJbbxvVXgqpAHq.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Adoption

[Apply for this job](http://jobs.workable.com/view/dc980c92-9d3d-4703-b81f-815ffbc9610b)

## Description

**Orquest** was born from a conviction: in retail, every interaction counts. A fundamental part of the in-store experience is people — both customers and employees — and our software is created precisely to synchronize both. We put **AI** and **machine learning** at the service of stores so they always have the right employee, in the right place, at the right time.

Our team is growing and we're looking for a **Customer Success Manager (CSM)** to help drive software adoption, maximize value, and ensure long-term satisfaction for our clients.

### ✨ How you'll make a difference

-   Own your client portfolio and be accountable for their health, adoption, and value delivery. 

-   Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations that help them improve & succeed. 
-   Run structured value sessions — presenting KPI progress, identifying improvement opportunities, and recommending concrete actions.
-   Monitor usage, actions, progress and customer health proactively; escalate and act before problems grow.
-   Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations.
-   Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback.
-   Keep CRM and customer records accurate and up to date.
-   Be product and business savvy, ensuring to tailor the customer experience to meet their business needs with Orquest.

## Requirements

### 🧩 What we are looking for

-   **Senior: 4+ years** as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments (experience in Retail or Workforce Management is a huge plus).
-   Proven track record of driving software adoption, customer retention, and account growth.
-   Strong analytical skills — you're comfortable working with data, building reports, and translating numbers into decisions. Knowledge of **Excel** and **Power BI** are necessary.
-   Excellent communication and storytelling skills, with the ability to influence and engage both operational store managers and C-level executives.
-   An empathy-driven approach combined with sharp problem-solving skills to navigate complex customer situations.
-   Ability to manage a diverse portfolio of clients simultaneously and prioritize effectively in a fast-paced environment.
-   Experience with CRM tools (HubSpot, Vitally)
-   Advanced English level (C1). French is a very strong plus.

## Benefits

### 🌱 What we offer

✨ A key role in a fast-growing international SaaS company 🌍 A diverse, global team and collaborative culture 💡 Real ownership and autonomy to drive impact 💎 Beyond the Salary:

-   Comprehensive Medical Insurance.
-   OpenUp platform for your mental well-being.
-   Cobee for flexible compensation (meals, transport, etc.).
-   Language classes to keep you growing.
-   A flexible work model