Contentsquare is a global digital experience analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team known as the CSquad representing more than 72 nationalities across the world.
In 2022, we raised $600M in Series F funding, and we were also recognized as a certified Great Place to Work in France, Germany, Israel, US and UK. In November 2023, we acquired Heap, our largest acquisition to date, strengthening our analytics platform to provide a 360 view of users' digital experience.
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ContentSquare is looking for a passionate
Enterprise Customer Success Team MamberManager for our APAC team. Based in Tokyo, be part of the Customer Success Team. In this team, you will also work closely with cross functional ContentSquare groups(Product, Customer Services, Marketing, Customer Care, Engineering, etc.) and will be required to build and maintain strong working relationships within those groups. Ultimately you will own the customer’s post-sales experience serve as an escalation point for issues that impact the customer’s success.
This is to ensure that customers achieve their strategic business goals and realize value from their ContentSquare product, ultimately translating into renewal and upsell of the client’s subscription. You will manage a portfolio of customers and serve as a central point of contact for the customer during the entire live cycle of their usage of the ContentSquare Solution. You will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.
You will guide and train new clients to achieve the optimal use and adoption of the Contentsquare platform. You will also be accountable for developing a deeper understanding of Contentsquare’s product capabilities, with the aim of spreading an innovative analysis methodology to our clients. You are ideally an excellent problem solver and insight provider that shines in data storytelling.What you will do:
- Lead, manage and participate in activities that drive product adoption, active use, ContentSquare awareness, and customer satisfaction
- Proactively monitor and address customer success issues
- Contribute to your customer's digital UX strategy and AB test roadmap
- Understand and assess customer requirements
- Develop and maintain a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business strategy, allowing the full potential of their ContentSquare Solution to be realized
- Establish and oversee the customer's adoption, training and usage/development of best practices to continually drive incremental value and return on the customer's investment
- Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
- Drives regular cadence (Call/Report/visit/QBR) with customer to report on KPIs, raise awareness of ContentSquare news / events. Shares results amp; actionable items with cross-functional stakeholders.
- Drive renewals to a successful completion in close collaboration with Sales
- Contribute in pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with customers to outline expectations, communication rhythm, and how we support customer’s KPIs
- Follow-up of operations: planning management and coordination of internal services resources (technical, UX, UI and data analysts) during each step of the customer journey
- Configuring and analyzing the customer data on the ContentSquare tool
- Create value by Co-production of analysis and training workshops with the customer
- Be the voice of the client and provide internal feedback on how ContentSquare’s solution can be improved
- Increased customer satisfaction across account (measured by conventional surveys, as well as reference potential of account amp; general check-ins and customer feedback)
- Drive Product adoption rates
- Successful and timely renewals
Also:
- Participate in activities that drive product adoption, active use and Contentsquare awareness across your portfolio of customers
- For new clients, ensure solution enablement in client’s organisation: Coordinate the implementation of the Contentsquare tag; Identify key users of the solution; Build a training program which suits their needs, profiles and constraints; Engage clients in the use of the solution by providing dedicated and tailored support which align with their strategic business goals; Lead workshop sessions and