• Serve as the primary point of contact for high-value and strategic accounts, ensuring exceptional customer experiences and outcomes • Develop and maintain strong, long-term relationships with decision-makers and key stakeholders • Act as the customer’s advocate within the company, ensuring their feedback informs product, process, and service improvements • Lead complex onboarding processes for new customers, ensuring seamless adoption and integration of products/services • Deliver advanced product training sessions tailored to customer needs, fostering self-sufficiency and long-term engagement • Proactively identify opportunities for account growth through upselling, cross-selling, and contract renewals • Partner with Sales and Product teams to create tailored solutions that align with customer goals • Track and manage customer health scores, intervening early to mitigate churn risks • Resolve escalated customer issues quickly and effectively via Email & Phone, providing expert guidance and solutions • Analyze recurring customer challenges to recommend systemic process or product improvements • Maintain accurate records of customer interactions in the CRM system, leveraging data to inform strategies • Provide leadership with insights on customer satisfaction trends, retention risks, and opportunities • Mentor and support junior Customer Success team members, sharing best practices and coaching on difficult cases • Collaborate closely with Sales, Product, and Technical teams to ensure customer success is integrated across the organization • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

ABOUT KOLSQUARE ------------------------------ Kolsquare is the #1 Influencer Marketing software solution in Europe, used by marketing professionals for managing KOL Marketing campaigns (K.O.L for Key Opinion Leaders, aka Influencers), and designed to optimize brand communication strategies in response to new digital challenges. Using our technology, professionals can identify the best KOL profiles, fully manage their KOL Marketing campaigns and measure their results and performances. Kolsquare offers hundreds of customers (Coca-Cola, Danone, Publicis, Orange, Sézane, Decathlon, etc.) the latest Big Data, AI and Machine Learning technologies to activate inspiring and genuine partnerships with over 3M KOLs (Key Opinion Leaders) with more than 5,000 followers in 180 countries on Instagram, TikTok, Twitter (now X), Facebook, Snap and YouTube. In 2024, Kolsquare joined the team.blue group, one of the largest private tech companies in Europe, with a culture of innovation and excellence, to further fuel its impressive track record of outstanding profitable growth. KOLSQUARE MISSION ------------------------------ Kolsquare is a Benefit Company, certified B-Corp in 2024. Kolsquare exists to help you reach your greatest potential. And positively impact the world. Influencer Marketing is today described as a revolution, a 30B$ market that is a major transformation in the media and digital world. It has also become a real gold mine, creating high hopes but also bringing its share of myths and legends. Everyone knows it works and can have an amazing impact on brand awareness or customer acquisition, but not everyone knows exactly how to do it. At Kolsquare, we firmly believe in this new media and are convinced that it's the best way for ideas, people and organisations to grow and reach their greatest potential. We also believe that it's a great way to create positive impacts for a better world. Our mission is therefore to give everyone access to the power of KOL Marketing. KOLSQUARE CULTURE & VALUES ------------------------------ - Deliver WOW - Be Responsible in your actions - Pursue Growth & Learning - Be passionate and determined - Share your Power, Knowledge & Wealth - Build Authentic relationships - We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results. 📌 More info about culture here in our Culture Book. YOUR ROLE ------------------------------ As part of the Revenue team, the Scale Customer Success Manager is responsible for driving adoption, retention, and expansion across a large portfolio of customers using mainly one-to-many and automated engagement models. Unlike traditional high-touch CSMs, the Scale CSM leverages digital programs, lifecycle campaigns, in-app messaging, webinars, and data insights to deliver value at scale. He proactively contacts at-risk customers with personalized action. Your Key responsibilities : - Manage a high-volume book of business (hundreds of customers) - Guide customers through onboarding, adoption, and renewal using programmatic and digital engagement. - Monitor customer health, usage patterns, and risk indicators at scale. - Design, execute, and optimize scaled customer journeys with mix of tech touch and low touch actions - Reach monthly targets of retention - Be a team player and work closely with the Sales, Product and Marketing teams YOUR PROFIL ------------------------------ Must-haves 🫵 - You have a proven experience in Customer Management (+3 years) and a first experience managing customers at scale (tech-touch and low-touch actions) - You have strong analytical skills and comfort with customer data and metrics - You have excellent written and verbal communication skills - You have strong soft skills: energetic, enthusiastic, self-motivated, open-minded, organized, proactive and independent - You are fluent in French and English - You have a strong attention to details, and are able to identify and anticipate problems - You love digital marketing, social media and/or influencer marketing - You want to join an adventure more than a job! Kolsquare is a benefit company, with a general interest ambition that goes beyond our profitability goals: positively impact the world. Nice-to-haves ✌️ - A third language is a plus WHAT WE OFFER? ------------------------------ - You can be based anywhere in Europe.. - Full flexibility: full remote work with European hubs and 400+ coworking spaces worldwide. - Monthly and quarterly highlights in person to get together with other Kolsquarians for great team building events. - A package linked to the market that will not be based on your location. - The stability and resources of a profitable group, with the agility of a scale-up. THE RECRUITMENT PROCESS ------------------------------ - Intro call with Mehdi, our Head of CSM - Case study Interview with Mehdi & Lauriane, our VP Client - Coaching interview with Julien, our CRO - Final interview with Quentin, our CEO - Reference checks

Role Description The Customer Success Manager (CSM) is responsible for building strong relationships with customers and ensuring they achieve their desired outcomes using the company’s products or services. This role focuses on customer satisfaction, retention, and long-term success by proactively supporting clients, resolving issues, and identifying opportunities for growth. - Develop and maintain long-term relationships with customers - Ensure customers successfully adopt and use the company’s products or services - Serve as the primary point of contact for assigned accounts - Monitor customer health, satisfaction, and engagement - Identify opportunities for upselling or cross-selling additional products or services - Collaborate with sales, product, and support teams to meet customer needs - Provide onboarding and training for new customers - Track customer feedback and communicate insights to internal teams - Reduce customer churn and increase retention rates Qualifications - Bachelor’s degree in Business, Marketing, Communications, or related field - Strong relationship-building and communication skills - Excellent problem-solving and conflict-resolution abilities - Ability to manage multiple client accounts simultaneously - Experience with CRM software and customer success platforms - Strong organizational and time-management skills Requirements - 2–5+ years of experience in customer success, account management, or client services - Experience in SaaS, technology, or service-based industries - Knowledge of customer lifecycle management and retention strategies - Data analysis and reporting skills Key Performance Metrics (KPIs) - Customer retention rate - Customer satisfaction (CSAT) - Net Promoter Score (NPS) - Product adoption and usage rates - Customer lifetime value (CLV) Work Environment - Office, hybrid, or remote depending on the company - Frequent communication with clients via meetings, calls, and emails - Collaboration with sales, product, and support teams

Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department OverviewPCR Program Management, ODM and Business Operation Job DescriptionA large telecommunications company is seeking for an experienced and proven Program Manager to join our R&D team focusing on ensuring successful end-to-end delivery of project lifecycle. This role is required to work closely with multiple functional teams, internal and external global project teams alike to achieve common goals and milestones. The Program Manager will oversee multiple streams of work within a program, ensuring the goals and objectives are delivered according to the business’ requirements, on time and on budget by using their proven business and experienced project management skills. Responsibilities: - Work closely with business team to understand the overall product features and requirements. - Develop and maintain a detailed program schedule, track and monitor to ensure progress is per planned - Manage the program budget to ensure no overrun - Govern the program scope and manage program changes via change requests approval process - Manage the program resources to ensure resources are loaded per the plan and track the actual - Responsible for direct communication to relevant senior stakeholders - Communicate program health status through weekly reporting and present program health status through program reviews - Lead program recovery when program is in trouble - Drive proactive risk management through risk mitigation - Ensure the program complies to program development process - Ensure all program artifacts are stored in the program repository - Point of contact for program escalation - Manage interdependencies between different functional teams and resolve conflicts - Drive on issue resolutions and unblock challenges - For outsourced programs, lead SOW signed-off and monitor supplier’s project execution to ensure all obligations are met. Basic Requirements - Electrical, Mechanical or Software Engineering from a recognized university - 4 years experience in program management - 7 years experience in Product/Solutions development - Good knowledge in product development processes - Familiar with regulatory & reliability requirement - Proficient in Microsoft Project/Smartsheet - Experienced in Agile Project Management, Jira & Scrum in managing project deliverables - Possess strong communication and influencing skills to work across the functional teams - Certified PMP is an advantage - Experience in dealing with ODM/JDM partner is an added advantage - Highly energized with a strong passion in program management - Ability to work in a dynamic, fast moving environment and ability to perform under a challenging environment - Willing to travel locally or overseas due to project needs Travel RequirementsNone Relocation ProvidedNone Position TypeExperienced Referral Payment PlanNoEEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.