Customer Success Manager, Paris France

CUSTOMER SUCCESS MANAGER
Paris France

Whispli is the most innovative whistleblowing platform on the market. 

Since our creation in 2015, Whispli has grown rapidly and now makes it possible for over 2 million employees, in over 100 countries, to anonymously and securely communicate with their organization. We help hundreds of clients (eg. Veolia, Generali, Prada, Decathlon, Lenovo, Doctolib) to identify and investigate all types of issues (ethical, moral, criminal...) thanks to their greatest asset... their employees!

Whispli is present in Australia, France and the United States. We have participated in the Y-Combinator program (like AirBnb, Dropbox, Stripe...), won several awards for the excellence of our products and are now looking to accelerate our development. 

THE CONTEXT

Whispli has a proven track record, enjoys a very good reputation in Europe and is considered the most efficient platform on the market for Enterprise customers. 

Most countries in the EU have laws enforcing whistleblowing systems and we want to make ourselves known to as many companies as possible.

THE ROLE

We are seeking a senior Customer Success (CS) Manager to join our team in Paris (or remotely). 

Our new senior CSM will be a tech-savvy individual with strong relationship-building skills, fluent in French and English. You will join an international team of seven people and cover all aspects of customer service. 

You’ll develop relationships with everyone in our firm 

• giving client-feedback to Product & Engineering,
• discussing use cases with CS & Sales, and 
• provide useful material to Marketing.

If you are a friendly, open and helpful person who loves working with very different clients across the world, this could be your role.

What you’ll do: 

• Onboard new Enterprise clients on Whispli: manage complex onboarding projects that will include setting up implementation schedules, configuring the platform, training users, following progress every week, lifting any roadblocks, arrange custom developments with the Engineering team, & provide best practices and guidance. 
• Manage a portfolio of Enterprise clients: handle requests, monitor health scores and schedule regular meetings to discuss their user experience, upcoming features, pain points and new needs. Your goal is to bring as much value to your contacts as possible and identify how the platform and service can help them reach their goals. 
• Update and enhance Whispli’s resources (help centre, tutorials, best practices)
• Arrange product meetings with key users to help develop the right features for customers
• Work closely with the Marketing team to
  • help put together testimonials, user stories, and case studies
  • organise community events (webinars, client breakfasts, workshops)

You should have: 

• Passion for customer service and helping people gain lasting outcomes
• Several years of experience working with clients in any of these specialities: 
  • Project Management
  • Customer Success
  • Account Management
  • Consulting
• Excellent communication skills (both oral and written), ability to identify key points of a conversation and transcribe them clearly
• Fluent French and English language skills.
• Tech Savvy
• Team player with the ability to build relationships at all levels

WHY JOIN WHISPLI? 

• for the mission: work in a fast-growing start-up that has a positive social impact
• for the potential: we have found our market fit, have great customer references, and tens of thousands of companies will purchase a whistleblowing solution in the coming months
• for the daily life: an inclusive and dynamic team, great freedom and the opportunity to learn and grow

NEXT STEP
Apply here, with a copy of your CV and ideally a short cover letter outlining your motivation to join us. We’ll respond to you within a few days. If you have a specific question you need answering first, email us at [email protected].

August 2024