HOP ON YOUR NEXT ADVENTURE WITH US! Bienvenue chez Tourlane ! Nous sommes une entreprise tech qui s'est donné pour mission d'offrir la meilleure expérience de voyage possible à nos clients. Nous proposons des voyages entièrement personnalisés vers plus de 35 destinations à travers le monde, et ce chiffre ne cesse d'augmenter. Avec plus de 100 000 voyageurs dans la région DACH, en France et aux Etats-Unis, nous sommes en passe de devenir la première agence de voyage en Europe. Nous savons que le temps des vacances est précieux. Notre objectif est d'aider nos clients à découvrir le monde et à créer des souvenirs inoubliables. Nous nous concentrons sur la création d'expériences sur mesure pour nos clients, car nous pensons que la vie est trop courte pour se contenter de voyages standardisés. Nous recherchons des Customer Success Managers pour rejoindre notre équipe du service clientèle et nous accompagner dans notre aventure. TES MISSIONS ? C'EST TOI LE PILOTE ! - En tant que personne référente pour nos clients, une fois le voyage planifié et confirmé, tu fais preuve d'un engagement exceptionnel en trouvant des solutions créatives aux défis quotidiens afin de garantir la meilleure expérience client possible. - Tu informeras et conseilleras nos clients de manière autonome sur les changements à apporter à leur voyage. - Tu anticipes les défis potentiels, évites les situation d’escalations et résous les problèmes complexes des clients par des mesures proactives. - Tu apprécies le travail en toute autonomie et tu aimes résoudre les demandes complexes des clients de manière indépendante. DE QUOI AS-TU BESOIN ? FAIS TA VALISE ! - Tu partages ta passion pour les voyages avec nous et nos clients. Ta motivation se traduit par ton dévouement pour garantir un service client exemplaire: - Tu disposes déjà d'une expérience précieuse dans le service à la clientèle par téléphone et par e-mail, ainsi que dans l'utilisation d'outils logiciels de service. - Tu te distingues par ta méthode de travail orientée vers les solutions, tes excellentes capacités de communication et ton désir de satisfaire pleinement nos clients. - Tu as de bonnes capacités d'organisation et tu es capable de gérer efficacement plusieurs clients à la fois. - Avec une excellente maîtrise du français et un bon niveau d'anglais à l'oral et à l'écrit, tu réponds aux exigences linguistiques. De plus, ton lieu de résidence principal est en France. - Tu seras prêt à commencer ton aventure passionnante chez Tourlane dès le 01.05.2026. PARS À LA CONQUÊTE DU MONDE ! - Travail flexible : 100% Home Office. - Nous partageons ta passion pour les voyages : Profite de notre nouveau programme pour travailler jusqu'à 6 mois à l'étranger. - Nous soutenons toutes les différentes communautés qui font de nous Tourlane : Rejoins un Employee Resource Group (ERG) ou crée un autre ERG et connecte-toi avec des Tourlaneans. - Un onboarding complet : dans notre Customer Service Bootcamp, nous t’enseignons tout ce dont tu as besoin pour réussir chez nous. Prêt à embarquer ? Nous sommes impatients de te rencontrer ! Data privacy policy.

Role Description The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. What you'll do - Mentor and enable the team to exceed company growth and retention forecasts - Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs - Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals) - Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution - Challenge the team and yourself to learn and grow as trusted advisors to customers continually - Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance - Manage resource assignments and staffing levels, including recruitment as needed - Identify and implement improvements to the processes and tools used - Develop senior-level relationships with customers - Partner with other team leaders to ensure the customer is supported in times of escalation - Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives - Oversee initiatives set forth in OKRs - Work together with the other managers to execute strategies and vision with the Director - Represent GitLab leadership and reflect our GitLab values in internal and external interactions Qualifications - Proven track record in software/technology sales, consulting or customer success - Proven experience leading teams, driving software adoption, and building and scaling customer success management practices - Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices - Knowledgeable with cloud/container technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus - Proven ability to develop strategies, translate them into initiatives and track successful delivery - Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies - Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams - Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning - Ability to collaborate across the organization and with external stakeholders - Experience successfully working with senior executives (VP/CxO) - Holds strong operational skills that will drive organizational efficiencies and customer satisfaction - Comfortable giving and receiving positive and constructive feedback - Ability to connect technology with measurable business value - Strategic thinking about business, products, and technical challenges Benefits - Benefits to support your health, finances, and well-being - Flexible Paid Time Off - Team Member Resource Groups - Equity Compensation & Employee Stock Purchase Plan - Growth and Development Fund - Parental leave - Home office support

Role Description Your role as a Customer Success Manager is to be the main point of contact for our growing Core Accounts customer base (mid-sized customers). Key activities will include: - Leading customer training - Identifying and closing expansion opportunities - Upsell and renewals - Driving ongoing product adoption Your success will be measured through your clients' retention, expansion, and overall experience using Insightful. You are passionate and curious about technology, compassionate and proactive with customers, and hyper-focused on maintaining and increasing revenue. Responsibilities include: - Conduct regularly scheduled live group training sessions for customers, providing them best practices on the use of our platform and ensuring comfort in navigation of the Insightful platform - Become an expert in the Insightful platform, and through regularly set office hours, help customers configure the platform to meet their unique needs, and help them achieve greater value with the use of Insightful - Understand customers' use cases, goals, unique pain points, and how Insightful's product directly solves them; funnel this feedback to the other key stakeholders in the organization - Drive product adoption and customer expansion through proactive efforts - Work on churn prevention and own renewal and forecasting processes of customers - Be an Insightful product expert and ambassador - Ensure customers employ best practices and their solution is optimized for maximum value - Monitor and analyze customer's usage of our product - Liaise between the customer and internal teams - Keep current clients satisfied and deliver exceptional client service on a day-to-day basis - Help customers through email, phone, online presentations, and screen-share meetings Qualifications - 3+ years of proven sales/business development/account management experience - Excellent verbal and written language skills for English - Equivalent C1 level - Excellent verbal, negotiation and presentation skills - Excellent organization, project management and time management skills - Strong analytical and problem solving mindset - Self-motivated and able to thrive in a results-driven environment Requirements - Experience with CSPs and customer engagement platforms (we run on Hubspot/Intercom/Vitally) - Previous experience in the SaaS/software industry

Overview  We are hiring a hands-on Head of Customer Success to own and run the entire post-sales function across Customer Success, Professional Services (implementation & project management), and Customer Support.  Flexigrant is on a mission to become an AI-first company. We sit on one of the richest data sets in the grants management sector; years of application, review, and funding outcome data across hundreds of customers, and we are building the capabilities to help our customers unlock powerful insights from that data. This role is central to that transformation: you will be the bridge between our AI and data ambitions and the customers who stand to benefit most.  You will lead a small, lean team and be expected to personally drive execution, especially across project delivery, onboarding, and customer escalations.  This role combines delivery ownership, customer management, and commercial responsibility, including pricing and packaging decisions.  This is not a purely strategic role, you will be directly involved in the day-to-day running of customer accounts and projects. Your initial focus will be on strengthening the Customer Success function to ensure customers are deriving maximum value and ROI from the Flexigrant platform, while laying the groundwork for AI-powered automation and data insights that will become a core part of the customer proposition.  We are looking for someone who is AI-native in how they work and thinks boldly about what AI can do, not just to improve internal efficiency, but to transform the value we deliver to customers. You will help shape how Flexigrant leverages its unique data position to offer AI-powered insights, benchmarking, and decision support that no competitor can match.  Key Responsibilities  1. Own the Customer Lifecycle (Directly)  - Manage a few key customer relationships personally, including exec sponsorship, adoption, renewals, and expansion   - Act as the primary escalation point for at-risk or high-value accounts   - Run QBRs and customer check-ins where needed (not fully delegated)   - Track and act on churn, NRR, and customer health score. Use platform usage data and AI-driven analytics to identify at-risk accounts early and surface expansion opportunities   2. Lead & Execute Implementations (Professional Services Focus)  - Overall responsibility for all implementations and onboarding projects end-to-end   - Act as lead project manager on complex or high-risk deployments   - Define and manage scope, timelines, and delivery expectations   - Create just enough structure (templates, plans) to ensure consistency   - Balance speed vs. quality vs. customization in delivery   3. Run Customer Support (Lean & Practical)  - Oversee daily support operations across a small team   - Step into tickets escalations directly when needed   - Ensure SLAs, response times, and customer satisfaction are met   - Analyse and identify root causes of recurring issues, and secure fixes by the R&D team  - Drive improvements that reduce support volume over time, including the adoption of AI tools   4. Commercial Value  - Define and evolve pricing, packaging, and discounting together with the Pricing Committee working with the Product Manager  - Support renewals, upsells, and deal structuring alongside Sales and the Customer Success Manager  - Ensure services and custom work are scoped and priced profitably   - Use real delivery data to improve margins and efficiency   - Leverage customer insights to develop new services and expand the service catalogue over time  - Champion the commercial potential of Flexigrant’s data assets and help customers understand and adopt AI-powered automation, analytics and insights services built on the platform’s rich grants data  - Influence pricing strategy using real customer insights in collaboration with the Pricing Committee   5. Lead a Small Team   - Manage a small team across CS (x1), PS (x2), and Support (x1)   - Set clear priorities and step in where capacity or capability is lacking   - Hire carefully and maintain a high bar with minimal layers   - Build simple processes that enable execution without bureaucracy   6. Drive the AI-First Agenda - Internally and for Customers  - Identify and implement opportunities to use AI to streamline workflows, including:   - Customer onboarding and communication   - Support ticket handling and knowledge management   - Customer Success adoption of contracted product features and modules  - Internal reporting and analysis   - Customer-facing data insights, benchmarking, and AI-powered reporting drawn from Flexigrant’s grants data  - Reduce manual work and improve scalability through automation and tooling   - Act as a champion of practical AI adoption, embedding it into daily team operations   - Continuously evaluate new tools and approaches to improve team productivity and customer experience   - Be the voice of the customer in shaping Flexigrant’s AI automation and data insights product roadmap, feeding back what customers need and validating new AI features before launch  7. Make the Function Work End-to-End  - Ensure smooth handoff from Sales → Implementation → Live → Support   - Work closely with Product/R&D to resolve issues quickly   - Prioritise what matters most each week in a resource-constrained environment   - Focus on highest-impact improvements rather than trying to optimise everything at once   Requirements  - Strong experience in Customer Success and/or Professional Services in SaaS   - Proven track record in a hands-on role managing implementations or projects   - Experience leading small teams while remaining highly operational   - Commercial acumen, including pricing, scoping, or deal support   - Demonstrated ability to use AI tools to improve productivity or workflows   - Data-literate and excited about helping customers extract insights from their data. You don’t need to be a data scientist, but you should understand the value of data-driven decision-making and be able to articulate it to customers  - Comfortable working in a lean environment with limited resources   - Willingness to personally handle projects, customers, and escalations   What Success Looks Like  - Implementations run smoothly with minimal delays and escalations   - Customers go live on-time and achieve clear, measurable value   - Support is responsive, efficient, and improving over time   - Churn is low and expansion revenue is growing   - Pricing and services delivery are aligned with customer value and profitability   - The team operates more efficiently over time through practical use of AI and automation   - Focus remains on high-impact improvements rather than over-engineering processes   - Over time the team creates and sells new services driving additional revenue streams  - Customers are actively engaging with Flexigrant’s AI capabilities and leveraging the data insights and data services, seeing the platform as indispensable to their grant-making decisions  #Flexigrant