Orquest - Retail Smart Planning

Role Description Our team is growing and we're looking for a Customer Success Manager (CSM) to help drive software adoption, maximize value, and ensure long-term satisfaction for our clients. - 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. Qualifications - 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.