Customer Success Manager - USA

Job description

Specialized in the field of "voice of the customer and management of customer reviews", Net Reviews SAS publishes the "" solution in the US and has several thousand customers.

Founded in April 2012, the company is now leader in Europe. The company is developing its international reputation by relying on its offices in Madrid, Berlin, Boston, São Paulo and now Milan.

The team is composed of 95 people at the headquarters in Marseille and 95 people in total.

The company has several strategic partnerships (Google, Yellow Pages, Microsoft...) and technological partnerships (Salesforce Cloud Commerce, Magento, Shopify, Shopware...) Net Reviews has more than 6000 international customers in about 15 countries, including many large groups (Lacoste, Fnac, SFR...).

In 2019, Net Reviews raises 32 million euros from an American fund (Providence Strategic Growth) to accelerate its international growth.

By joining the team, you will benefit from a motivating, dynamic and training work environment. Although in 7 years we are now more than 95 people, we have kept our start-up spirit to keep on meeting the challenges of our sector and to innovate continuously.

Your office and your team :

As part of our growth, we are now accelerating our presence in North America. You will join Pierre, our Head of Operations, and Carlos, responsible for Latin America.

Julien, Head of Customer Success - based in Marseille (France) - will support you at any steps and help you to reach out your objectives.

You will be part of a future team of 8 people composed of Pierre, Carlos, a future Sales Development Representative, a Enterprise Sales Executive and a Partnership Manager, where mutual support and good mood are the key words.

Your role: 

Monitor and satisfy our subscribers. You transcribe and prioritize the needs (internally or from our clients). In North America, more than 400 clients have already joined the adventure and we will count on your taste for customer relationship to develop our network !

Your missions:

  • Help our clients for onboarding, training and use of the solution
  • Maintain customer satisfaction at all time
  • Support our strategic and high-potential accounts via our Success Program
  • Identify upselling and cross-selling opportunities with our Sales team
  • Communicate on new features and suggest improvements to the technical team

Job requirements

We'd like to meet you if you have:

  • Graduate in commercial specialization
  • A first experience in customer relations, ideally in the SaaS, MarTech 'or retail/E-comm world
  • Able to develop a relationship of trust and proximity with customers
  • Autonomous and with good organizational skills
  • Taste for customer relationships
  • Knowledge of automation tools such as Pardot, Marketo or Hubspot (it’s a plus)

Benefits :

  • Full benefits (healthcare, dental insurance…)
  • 401K
  • Paid family leave (20 days/year)
  • Commuter benefits + Gym Membership
  • Working within a dynamic structure full of ambitions in a competitive market
  • The opportunity to play a strategic role in society

Recruitment process :

  • Call with the HR team to better understand who you are and your motivations.
  • Video interview with Julien Paparone, our Head of Customer Success
  • Final interview in Boston with Pierre, Director of Operations

Terms and conditions:

  • Start: As soon as possible
  • Attractive remuneration: Fixed according to profile
  • Lieu : WeWork Boston (745 Atlantic Avenue)
  • Contact : Pierre Vigroux (Business Director) & Julien Paparone (Head of Customer Success)
  • Site internet :