Customer Success Manager
JOIN🚀 Why we’re building JOIN ?
With over 500M daily users, Web Stories have become a very popular format. Yet they remain very time-consuming and expensive to create for non-technical teams. This is why we’re building JOIN Stories, a super slick Web Story Editor making it easy for global brands like L’Oréal, Veolia or M6 to create and deliver powerful stories on all their web and social platforms.
We raised 4.5M€ together with some of the most exciting VC funds (XAnge & Seedcamp) and startup founders (Voodoo, Zenly, Jellysmack, AB Tasty…) to take our tool to the next step. This is just the beginning: we believe we can help hundreds of new companies reinvent the way they communicate with their customers, and we’re building a team of passionate and ambitious members to achieve that!
📱 Meet our Product
Our solution helps Content, Marketing, E-commerce and Internal Communication teams create awesome Stories in a few clicks thanks to pre-designed templates. It’s easy to add videos, photos, text, polls, quizzes, CTAs or even forms.
The technical integration is also effortless and is not hurting the page speed loading. Users can multi-distribute Web Stories on their website, app, emails, Whatsapp, Social Media, etc. thanks to widgets.
Plus, JOIN Stories enables tracking all the needed KPIs (views, clicks, etc) in one place, with a very digest data dashboard by stories, widgets and forms.
🤝 Our customers
Our customers use Stories to bring a human touch and energy to their web pages or mobile apps, helping them engage their audience and overcome buying hesitation with authentic content. Over a hundred companies, including L’Oréal, M6, Carrefour, Blissim, and Lydia, already trust us.
Here are a few examples of customer integrations:
🛍 E-commerce : Wethenew, Garnier, Si si la Paillette, Courbet
👥 Mobile App : Lydia, 6Play, Westfield
📱 Internal Communication : Veepee, Veolia
👥 Our Team
By JOINing our Customer Success team, you’ll be managed by Clara, our Team Lead CSM, and work alongside Célia and Juliette, our Customer Success Managers.
Our Customer Success Team is in charge of the day-to-day customer relationship. Our role is essential within the company. We co-ordinate the different departments to make sure all efforts are focused on improving the performances and processes in a client centric-way. We need to follow the customer journey in order to insure the client retention.
By listening to the client’s needs and challenges, we advise on the best practices and new features available that would improve their performances.
To succeed as a CSM at JOIN, we have to be organized to switch from day-to-day projects of each client to internal technical discussions, to anticipate the next steps and imagine the improvements opportunities.
Our CSM team is growing, with full of new challenges and optimizations coming. If you like customer contact, managing long term customer relationship while looking for the daily thrill of “quick win”: this opportunity is for you!
💼 Your missions
1️⃣ Manage and support a customer portofolio
Organize kick-off meeting with customers to better understand their challenges and key success factors.
Organize training session with the customers to teach them how to use JOIN platform, to guarantee a good understanding of the tool.
Setup regular follow-up meetings with your customers to ensure maximal retention, get client feedbacks and prepare adequate recommendations.
Elaborate business reviews to renew the customer contracts - with analysis of KPIs, presentation of product evolutions and personalized recommendations.
2️⃣ Collaboration with all the different departments within the company
Work closely with the Product Manager to detect, discover and refine new product features which could answer customers’ needs and challenges.
Work closely with the Tech Team to deal with customer’s feedback.
Work with the Account Executive Team on the account handover and the detection of upsell and cross-sell opportunities.
Exchange with the data team to improve the adoption and product KPIs.
Brief and exchange with the design team for the elaboration of client templates.
Work with marketing team on content documentation and client use case.
2️⃣ Collaboration with all the different departments within the company
Work closely with the Product Manager to detect, discover and refine new product features which could answer customers’ needs and challenges.
Work closely with the Tech Team to deal with customer’s feedback.
Work with the Account Executive Team on the account handover and the detection of upsell and cross-sell opportunities.
Exchange with the data team to improve the adoption and product KPIs.
Brief and exchange with the design team for the elaboration of client templates.
Work with marketing team on content documentation and client use case.
This list is not exhaustive and will be accompanied by build projects, which will depend on our business challenges, the team’s structuring needs and your wishes, strengths and skills!
💰 Salary
Compensation between 40K€ - 45K€ + 8K variable, depending on your experience.
🎁 What we offer
RTT days: every employee gets up two weeks of RTT
Delightful healthcare insurance with Alan (100% coverage)
Swile Card for your lunches (60% paid by JOIN)
Transport: 50% of transport free-of-charge
ClassPass: subscription for free classes and activities every month
All the tools you need: Macbook Pro & noise-cancelling headphones.
Office: office space in the heart of Paris (”Bonne-Nouvelle” metro station)
💫 Our Culture & Values
At JOIN, our culture is the cornerstone of our success! We’re committed to providing a healthy, caring environment in which all our JOINers can flourish.
To achieve this, we have 3 fundamental values that we embody on a daily basis and bring to life through a wide range of rituals:
We Care for individuals and embrace collective work 🤝
We Dare, persevere and learn 💪
We build trust through Transparency 🗣
Want to know more? Discover ourCulture Book now!
🤩 Sounds like you?
Then we should probably meet! Start with sending us an overview of your background (either a resume or a LinkedIn profile), as well as a short note to tell us why we’re a great fit for each other and how you envision your future @JOIN. We’ll review your application and get back to you quickly!