🚀 Nous recherchons un Customer Success Manager Junior qui souhaite évoluer ! DESCRIPTIF Ta future mission : Être garant de la satisfaction et de la fidélisation client. Chaque jour pendant 1 mois, 💻 à distance, tu travailleras sur une problématique concrète liée à la relation client (onboarding, upsell, outils...etc) avec un expert du métier. Après ces 4 semaines tu sauras gérer l'ensemble du cycle de vie des clients et tu rejoindras le top 10% des professionnels du secteur. Ton quotidien sera : 1/ La formation et le suivi de tes clients - Ton rôle sera de t'assurer de la satisfaction de tes clients au quotidien. - Former et éduquer les clients sur le produit et répondre aux questions sur différents sujets. - Mettre à disposition des clients toutes les connaissances dont ils ont besoin (vidéos, articles, aide contextuelle...). 2/ La collaboration avec les équipes en interne - Tu seras la personne qui connaîtra le mieux tes clients et seras leur porte-parole parmi les différentes équipes de ton entreprise. - Tu seras force de proposition pour faire remonter les retours clients les plus récurrents et pertinents à l'équipe produit. - Tu travailleras avec des membres d'autres équipes pour trouver des solutions afin d'aider les clients avant même qu'ils rencontrent un problème. PROFIL RECHERCHE Nous ne cherchons pas de diplôme, mais des personnalités qui s'épanouiront dans le métier ! - Tu aimes le contact avec les autres ? 🤝 - Qualités rédactionnelles, tu sais manier les mots comme personne ? ✍️ - Autonome, tu sais mettre les mains dans le cambouis pour trouver des solutions par toi-même ? 🛠️ - Adaptabilité, tes journées ne seront jamais les mêmes et tu aimes les nouveaux défis ! 🔄 - Tu sais prendre des initiatives ? On dit de toi que tu es organisé(e) et rigoureux/se. Si ton profil est sélectionné, nous t'appellerons pour en découvrir plus sur toi et te présenter notre programme de formation à distance !

Role Description As Head of Customer Success at ablefy, you own the entire revenue growth of our existing customer base. You will manage the entire Customer Success function - strategically, operationally, and culturally. Your mission is simple but ambitious: drive sustainable growth through world-class Customer Success. You will professionalize how we work, bring structure and reliability into our processes, and ensure every customer interaction is thoughtful, consistent, and impactful. At the same time, you'll stay close to the customer, acting as the voice of the customer internally and a trusted, proactive partner externally. This is a hands-on leadership role: you will manage and grow the team while personally owning a small portfolio of key accounts and setting the gold standard for what great CSM looks like at ablefy. Responsibilities - Customer Success Strategy & Growth - Develop and execute a clear Customer Success strategy aligned with ablefy's growth ambitions. - Drive revenue growth through CSM, focusing on: - Retention & churn reduction - Product adoption - Expansion & share of wallet - Translate customer insights into scalable success motions and into goals and tasks for the team. - Customer Relationships & Advocacy - Cultivate robust, long-lasting customer relationships, acting as a proactive partner as customers scale. - Tailor engagement to each customer's maturity stage, empowering them with the right resources, product insights, and strategic guidance. - Build a strong network of ablefy advocates and foster a thriving customer community. - Be the voice of the customer internally, ensuring customer needs clearly influence decisions. - Own and manage escalations, ensuring smooth resolution of complex or technical issues. - Product Adoption, Feedback & Collaboration - Drive adoption of ablefy's full product suite, including: - European compliance tools - Flexible payment and checkout solutions - Subscription and recurring revenue modules - Maintain a tight feedback loop with Product, Tech, and Compliance, translating customer needs into: - Product requirements - Feature improvements - Better overall customer experience - Operational Excellence, Analytics & Structure - Analyze customer data to understand engagement, predict risks, and uncover growth opportunities. - Deliver actionable insights that enable data-driven decisions across the company. - Professionalize Customer Success: - Define and document clear SOPs - Establish reliable processes and ways of working - Obsess over details — because great execution lives there - Bring strategy and structure into a fast-moving startup environment without slowing momentum. - Ensure Customer Success is predictable, scalable, and dependable. - Leadership & Team Building - Build, mentor, and lead a high-performing Customer Success team. - Set a culture of ownership, customer empathy, and excellence. - Lead by example - as a great CSM yourself. - Align team goals with ablefy's growth trajectory and customer-first philosophy. Qualifications - Minimum 3 years of leadership experience in Customer Success or related roles, ideally within B2B SaaS, fintech, or digital commerce. - Proven experience building, scaling, and leading high-performing Customer Success teams. - Strong understanding of: - Digital entrepreneurs and online business models - Payment processing & checkout flows - Subscription-based and recurring revenue models - Cross-border transactions and European compliance requirements - A growth mindset with a clear focus on retention, expansion, and customer lifetime value. - Strong analytical skills and confidence working with CS metrics such as churn, NPS, and product adoption. - A hands-on mentality — you enjoy being close to customers and leading from the front. - The ability to bring structure, clarity, and reliability into fast-moving, complex environments. - Excellent communication skills and strong stakeholder management across Product, Tech, and Compliance. - Strong alignment with ablefy's mission to build innovative, compliant, and scalable solutions for digital businesses. Benefits - Paid time off – 30 vacation days - A competitive salary - A personal training and development budget of €1,500 per year - Responsibility and trust from day one - Individual coaching and further training to support you in your development - A free BVG ticket - Employee discounts at numerous companies (e.g. at the gym or in online stores) - Pension program with company match - A culture of equity and inclusion where you are appreciated for the person you are

Position Summary The Client Relationship Manager supports the Director, Client Relationship across their book of business (BOB) in fund management, with direct client and vendor liaison as required by the Director, Client Relationship. The Client Relationship Manager works alongside the Director, Client Relationship to learn the role, with a gradual increase in responsibility as appropriate. "Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role." Key Duties and Responsibilities - Monitors government filings and current government regulations that may affect the operations of the Company or the client. - Facilitates client meetings, including minute-taking and recording key actions from board meetings. - Manages contracts and documentation including client financial statements, Summary Plan Descriptions, benefit communications, and other documents at the direction of client and fund counsel. - Collation of monthly financial reports from the Finance Team and appropriate due diligence of outputs. - Supports the Director, Client Relationship in managing all aspects of the client relationship and account-related activities with assigned client(s). - Understands and remains current on account strategy and specific needs of the assigned client(s), and is responsible for maintaining the compliance calendar for each assigned client. - Conducts board meeting pre-alignment including collation of Administrative Reports for board meetings. - Provides account management support by conducting research needed for issue resolution. - Acts as the secondary liaison between the Boards of Trustees, and Professionals of the Benefit Funds with Zenith Operations Staff. - Supports the Director, Client Relationship in the facilitation of participant engagement, for example, via external retirement seminars. - Supports the Director, Client Relationship in all aspects of the vendor relationship, including analysis and reporting for vendors and third parties. - Maintains communications and effective working relationships. - Prepares and edits correspondence, presentations, and reports, including complex Excel files, meeting notes, and other documents for internal use or distribution to clients or vendors. - Responds to requests from clients, government agencies, unions, participants, attorneys, consultants, and auditors; acts as liaison between internal departments and clients. - Coordinates invoices and expense reports with the accounting department for clients or vendors and ensures timely processing. - Performs other duties as assigned. Minimum Qualifications - Education - Associate’s degree in a business-related field. - Skills - Excellent verbal and written communication skills, including interpersonal and presentation skills. - Ability to communicate effectively with all levels of an organization. - Highly developed sense of professionalism, maturity, integrity, and commitment to customer satisfaction. - Exceptional team player with the confidence and integrity to earn the confidence of the client(s) and the internal team quickly. - High motivation, ability and willingness to learn. - Ability to exercise independent judgment, manage multiple priorities, and consistently deliver high-caliber results. - Strong decision-making and organizational skills with the ability to optimize the use of all available resources and deliver on multiple priorities. - Proficient PC skills including Microsoft Word, Excel and Outlook skills. PowerPoint experience preferred. - Other - Ability and willingness to travel as necessary. Preferred Qualifications - Bachelor’s of Business Administration degree. - Experience working in client relationship management. - Professional experience working with Taft-Hartley clients and plan professionals. - Experience working in a healthcare environment or third-party administrator. - Working knowledge of Customer Relationship Management software or systems such as Salesforce or Smartsheet. - Knowledge of third-party administrator operations and Taft Hartley organizations. *Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice. Working Conditions/Physical Effort - Prolonged periods of sitting at a desk and working on a computer. - Regular travel throughout multiple states. - May be required to work remotely. - Must be able to lift up to 15 pounds at times. Disability Accommodation Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you. Please note that in compliance with certain state law, we are displaying salary. This rate is intended for hires into this location. Compensation: $60,000-$70,000 Zenith American Solutions Real People. Real Solutions. National Reach. Local Expertise. We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day. Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before. We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American! We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!

• Serve as the primary point of contact for customers throughout their entire journey: from onboarding, through implementation, support, expansion, and renewal. • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, engagement, coverage, and other KPIs. • Deliver Monthly / Quarterly Business Reviews and effectively manage meeting cadence. • Stay current with the most recent changes to our product and educate customers on our offerings and updates. • Lead growth opportunities by expanding into new use cases and teams. • Identify and communicate customer’s pain points and enhancement requests to the product team. • Proactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction. • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. • Report internally and externally on customers project progress, usage, and health KPIs. • Deliver RCA communications after service outages. • Coordinate any internal or external UAT’s as required.