Customer Success Manager (M/F)

At Kanal, we have a mission: to revolutionize the customer experience for e-commerce brands. We believe that every interaction should be as simple, personal, and effective as a conversation with a friend. Our platform allows businesses to harness the power of WhatsApp to create exceptional conversational strategies, build audience loyalty, and boost their sales.

By joining Kanal today, you are becoming part of a passionate and ambitious founding team at the very beginning of an exciting adventure. This is a unique opportunity to leave your mark, grow with us, and actively participate in building a future leader in conversational marketing in France and worldwide.

Kanal already supports over 500 active clients in Europe and globally, and is looking to expand even further!!!

Your Missions

As a Customer Success Manager (M/F), you will be the strategic partner of our clients and the guarantor of their success on our platform. Your role will be central to making Kanal an indispensable tool for their growth.

• Customer Support: Handle all incoming tickets (chat, forms, bug reports) via our Gleap tool.

• Diagnose problems encountered by users, propose immediate solutions or viable workarounds (video calls / chat)

• Track key indicators of responsiveness and satisfaction (CSAT, first response time, resolution time, NPS).

• Write and update the knowledge base (help center, FAQs, response macros).

Your Skills

• Passionate about the Customer (Client-Centric): Your absolute priority is your clients' satisfaction. You have a natural empathy that drives you to understand their challenges and do everything you can to help them succeed.

• Excellent Communicator: You can simplify technical subjects, present results clearly, and adapt your discourse to different interlocutors (marketing, e-commerce, IT...).

• Analytical Mindset (Data-Driven): You enjoy diving into numbers to draw relevant conclusions. Analyzing campaign performance to propose optimizations does not scare you.

• Curious & Tech-savvy: The world of SaaS, MarTech, and e-commerce excites you. You have a strong aptitude for new technologies and learn quickly.

• Proactive & Organized: You are autonomous, can manage multiple projects in parallel, and don't wait to be given the solution; you build it.

• Essential Professional English: As you've understood from reading our terms (Client-Centric, Data-Driven, Tech-savvy), our universe is that of SaaS and MarTech. Proficiency in English is therefore essential on a daily basis to:

• Use tools and read technical documentation.

• Keep up with industry best practices (blogs, webinars, etc.).

• Potentially interact with international partners or clients in the future.

Find more English Speaking Jobs in France on Arbeitnow