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Customer Success Manager (H/F)
Contract type
Ongoing
Work mode
Remote · La Rochelle
Experience
3 years
Job description
As a Customer Success Manager, you will be the strategic partner of Kanal's clients and ensure their success on the platform, handling support tickets and tracking key satisfaction metrics.
At a glance
- Work mode
- Remote · La Rochelle
- Languages
- English – professional
What you'll do
- Handle all incoming tickets (chat, forms, bug reports) via the Gleap tool.
- Diagnose problems users encounter and propose immediate solutions or viable workarounds (video call / chat).
- Track key responsiveness and satisfaction indicators (CSAT, first response time, resolution time, NPS).
- Write and update the knowledge base (help center, FAQs, response macros).
What we're looking for
- Client-centric: absolute priority on client satisfaction, with natural empathy to understand their challenges.
- Excellent communicator: able to explain technical topics simply and adapt to different audiences (marketing, e-commerce, IT).
- Analytical and data-driven: comfortable diving into numbers and analyzing campaign performance to propose optimizations.
- Curious and tech-savvy: passionate about SaaS, MarTech and e-commerce, with a strong appetite for new technologies and fast learning.
- Proactive and organized: autonomous, able to manage several projects in parallel and build solutions yourself.
- Professional English essential for using tools, reading technical documentation and communicating with international partners or clients.
Apply
About Kanal
Revolutionizing the customer experience for e-commerce brands.
Kanal's platform lets businesses harness the power of WhatsApp to create exceptional conversational strategies, build audience loyalty and boost sales.
Mission
Revolutionize the customer experience for e-commerce brands, believing every interaction should be as simple, personal and effective as a conversation with a friend.
Key facts
- Conversational marketing / SaaS
- Kanal already supports more than 500 active clients in Europe and worldwide.
What they value
- Client-centric: client satisfaction is the absolute priority.
- Data-driven: enjoy diving into numbers to draw relevant conclusions.