Customer Success Manager Senior
Role Overview
As a Senior Customer Success Manager at Orquest, you will manage a portfolio of clients, driving software adoption and ensuring long-term satisfaction. Your daily responsibilities include conducting value sessions, monitoring client health, and collaborating with internal teams to enhance the customer experience. This role is critical for protecting and increasing revenue while delivering actionable insights to customers.
Perks & Benefits
Orquest offers a key role in a fast-growing international SaaS company with a diverse and collaborative culture. The position provides real ownership and autonomy, with a flexible work model to accommodate various lifestyles. Benefits include comprehensive medical insurance, mental well-being support, flexible compensation options, and language classes for personal growth.
Full Job 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 differenceOwn 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. 🧩 What we are looking forSenior: 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. 🌱 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 modelPlease mention the word **HONORING** and tag RMmEwMTo0Zjk6YzAxMDpkNzNkOjox when applying to show you read the job post completely (#RMmEwMTo0Zjk6YzAxMDpkNzNkOjox). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.