• Coach, develop, and performance-manage a team of Associates and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy. • Own and enforce quality control processes and SLA management, ensuring financial transactions are processed with the highest accuracy at the speed the business requires; build and refine QC frameworks that catch errors and surface potential risks before they become losses. • Establish and monitor KPIs—including accuracy rates, processing cycle times, error trends, and customer-impacting metrics—using data to inform decisions, adjust staffing, and drive continuous improvement. • Serve as an operational bridge between Customer Success and Product/Engineering: synthesize customer experience insights and frontline patterns into clear, actionable feedback that shapes product priorities and process design. • Identify, prioritize, and lead projects that develop, improve, and scale team processes; leverage systems, automation, and innovative approaches to increase throughput while maintaining a lean operational footprint. • Develop and meticulously maintain SOPs and supporting materials that are thorough enough to withstand stress tests—ensuring the team can operate consistently and resiliently through volume spikes, personnel changes, and regulatory shifts. • Partner closely with peer Operations managers to understand cross-team dependencies, share best practices, align on standards, and support Operations as a unified organization. • Manage escalations involving complex transaction issues, compliance concerns, or system defects, guiding resolution through root-cause analysis and cross-functional collaboration. • Understand and engage fully on capacity planning driven by new client onboardings, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness. • Other duties as assigned.

Role Description Nous accompagnons les cabinets d’expertise comptable dans leur transformation digitale. Le Partner Success Manager est le garant de cette métamorphose pour nos Grands Comptes. Véritable partenaire stratégique, il accompagne les cabinets dès la phase de cadrage puis assure l’ancrage de la solution dans leur quotidien. - Pilotage du Déploiement & Cadrage Stratégique - Cadrage : Analyser l’organisation du cabinet pour définir une trajectoire de déploiement de formation personnalisée. - Déploiement effectif : Superviser la formation des différentes cibles et l’adoption effective de l’outil. - Suivi de compte : Piloter la performance via des KPIs précis (taux d’usage, automatisation) et mener des revues de compte trimestrielles (QBR). - Animation des communautés - Animer les différents acteurs clés au sein des cabinets, parmi lesquels : ambassadeurs, chargés de mission digitale, CSM (en cabinet), formateurs, commerciaux. - Enablement & Solutions sur-mesure - Garantir que chaque utilisateur maîtrise les évolutions continues du produit en lien avec les customer success. - Identifier les points de blocage spécifiques et proposer des solutions métier “sur-mesure”. - Organiser et coordonner les plans de formation avec l’équipe dédiée. - Co-animation de webinaires. Qualifications - Expérience dans la gestion de projets ou le management. - Compétences en communication et en animation de groupes. - Capacité à analyser et à résoudre des problèmes complexes. Requirements - Connaissance des outils de gestion de projet. - Maîtrise des KPIs et des indicateurs de performance. - Expérience dans le secteur de l'expertise comptable est un plus. Benefits - Opportunités de formation continue. - Ambiance de travail collaborative. - Flexibilité des horaires de travail.

• Serve as the primary point of contact for assigned clients, ensuring satisfaction, retention, and long-term success. • Lead client onboarding, ensuring a smooth transition and proper training on the companys products or services. • Monitor client usage and engagement, proactively identifying areas where they need additional support or training. • Develop strong relationships with clients to understand their business goals and help them achieve success with the product. • Address and resolve customer concerns and technical issues in a timely and professional manner. • Collaborate with sales, product, and support teams to ensure customer needs are met. • Conduct regular check-ins, quarterly business reviews, and client feedback sessions to improve customer experience. • Identify upsell and expansion opportunities by recognizing additional needs clients may have. • Maintain accurate records of customer interactions in CRM software.

• Advocate for the Customer: Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes • Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon • Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores • Strategic Leadership: Execute and implement customer success strategies aligned with business goals • Create and implement processes that help customers maximize success with our platform • Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes • Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations • Team Management: Lead, mentor, and develop a high-performing team of Customer Success Managers • Provide evaluation and feedback necessary to coach performance to high levels of output • Foster collaboration within the team and across the business • Attract, hire and retain high-performing Customer Success Managers • Retention and Growth: Drive customer retention and expansion through effective team leadership • Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores • Work with Sales team to identify new opportunities and facilitate post-sale handoff process • Effectively manage churn risk through proactive identification and mitigation strategies • Data Analysis and Reporting: Monitor key customer success metrics and identify trends to inform decision-making • Utilize data to accurately forecast and drive measured improvement across the team's book of business • Report on team outcomes and trends • Leverage customer success tools to track and improve team effectiveness • Cross-Functional Collaboration: Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives • Ensure smooth coordination between account teams for complex customer needs • Drive alignment across teams for customer escalations and resolution • Establish clear processes for engaging executive leadership when needed • Process Improvement / Managing Workload: Identify and implement improvements to customer success processes and tools • Create and maintain consistent playbooks and best practices for the team • Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness • Balance tactical requests with a consultative approach to ensure customer satisfaction