Customer Success Manager Senior

Orquest is a SaaS company focused on using AI and machine learning to optimize retail store staffing and customer interactions. They are seeking a Customer Success Manager to ensure software adoption, customer satisfaction, and account growth.

Responsibilities

• 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

• 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

• A key role in a fast-growing international SaaS company
• A diverse, global team and collaborative culture
• Real ownership and autonomy to drive impact
• 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