• Design and execute structured onboarding programmes including kick-off, solution design, technical implementation, go-live and hypercare for all UK customers • Deliver internal and external training sessions to ensure proficient platform usage and alignment with best practices • Standardise onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality • Track onboarding success metrics (time-to-go-live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements • Be the primary operational contact for assigned UK SaaS customers, ensuring they achieve maximum value from the platform • Monitor account health, usage metrics and customer satisfaction indicators (NPS, health scores, churn risk) • Proactively manage relationships, anticipate needs and drive usage optimisation • Gather and communicate feature requests, process improvements and operational insights to Product and internal teams • Support renewals, identify growth opportunities and maintain accurate account documentation • Contribute to first-line support through Intercom and other channels, ensuring SLA compliance • Create and maintain help articles and documentation in the help centre in English • Handle escalations and ensure effective communication and resolution during critical issues • Analyse support trends and recurring issues to drive self-service improvements and product feedback • Act as THE voice of UK customers within Zero Friction, bridging Customer Success, Product, Sales, CSO and Engineering teams • Ensure smooth handovers between onboarding, BAU operations and support • Maintain a close feedback loop with Product by consistently relaying customer insights from the UK market • Support analysis and testing of new or improved features

Role Description Dans un contexte de croissance, notre pôle SEPTEO EDUCATION, recrute pour renforcer son entité DENDREO, un(e) Customer Care Manager H/F en CDI en FULL REMOTE. Vous intervenez après l’onboarding des clients et devenez un véritable expert fonctionnel et métier de la solution Dendreo. Votre rôle sera stratégique : - Accompagner les utilisateurs au quotidien, de manière asynchrone, afin de leur garantir une expérience client optimale, durable et autonome. Votre quotidien : - Support & expertise client - Répondre avec précision et efficacité aux demandes clients via l’outil de ticketing. - Assurer le service support et qualifier/escalader les sujets plus complexes. - Devenir référent(e) expert(e) sur des fonctionnalités clés du logiciel. - Autonomie & adoption produit - Aider les clients à utiliser correctement la plateforme et à exploiter tout son potentiel. - Participer activement à l’adoption des nouvelles fonctionnalités. - Anticiper les risques de churn et contribuer à la satisfaction des clients existants. - Identifier et remonter les opportunités de croissance. - Collaboration interne & amélioration continue - Travailler en étroite collaboration avec les équipes Produit, Développement, Onboarding, Sales et Marketing. - Contribuer à l’enrichissement de la base de connaissance utilisateurs avec la chargée de documentation. Qualifications - Expérience réussie en relation client B2B, idéalement dans un environnement SaaS. - A l’aise avec des outils logiciels complexes. - Bon esprit d’analyse, aime résoudre des problématiques variées et gérer plusieurs demandes en parallèle. - Communique avec clarté à l’écrit et fait preuve de rigueur dans le suivi des sujets. - Maîtrise de Microsoft Word est un réel plus. - Bon niveau d’anglais écrit et intérêt pour l’usage de l’IA dans les pratiques support appréciés. - Curieux(se) face à un logiciel métier riche, orienté(e) service, pédagogue et persévérant(e). - À l’aise en télétravail, fait preuve d’autonomie, d’organisation et de fiabilité au quotidien. Benefits - Grandir et s’épanouir grâce à un parcours de formation personnalisé, des opportunités de mobilité interne et la possibilité de s’auto-former via notre plateforme Udemy. - Vivre une aventure humaine, échanger et partager autour d’évènements thématisés (afterworks, sport, RSE, séminaires, etc.). - Rejoindre un collectif qui prend soin des autres et s’engage en faveur de l’égalité des chances, la diversité et l’inclusion. Company Description Septeo est un acteur de référence du software en Europe, présent à l’international et reconnu parmi le top 5 des éditeurs de logiciels sectoriels en France. En forte croissance et en transformation permanente, le groupe s’impose comme un acteur clé de l’édition logicielle grâce à la force de son collectif : des équipes déterminées, audacieuses et engagées. Chez Septeo, l’intelligence artificielle est placée au cœur de notre évolution. Nous la concevons comme un levier de performance durable, de collaboration et d’innovation, intégrée de manière responsable dans les pratiques du quotidien et démocratisé sur l’ensemble de nos métiers. Rejoindre Septeo, c’est intégrer une aventure collective à dimension internationale, porter la transformation du groupe dans un environnement en mouvement rapide, et faire de l’IA un levier concret de création de valeur, aujourd’hui comme demain.

• Consistently monitor client communication on Slack, email, and other CRMs. • Understand customer requirements/concerns and answer questions promptly with clarity and empathy. • Serve as a POC for customers with regard to the client’s advertising and technical needs. • Coordinate between the client and Socioh’s design, production, sales/marketing, and tech teams to ensure that client requirements are met in a timely manner. Communicate project scope, goals, deliverables, and timelines effectively across teams. • Manage multiple conversations/projects simultaneously, while prioritizing key accounts. • Tracking progress on all accounts via CRM/account management tools so that tasks are not dropped. • Test and use Socioh’s in-house software so you have a deep understanding of our app and how it works with Meta. • Set up ad catalogs for clients in Socioh’s app. • You may be expected to help out with other tasks as needed. While you’ll be working closely with the success team, we don’t have rigid internal structures – our team doesn’t hesitate to jump in wherever they are needed and believe they can add value.

Role Description We have an opportunity for a Senior Customer Success Manager (Life Sciences) to join us at Honeywell, in the UK, where you will be responsible for building and maintaining strong relationships with customers, ensuring their success and satisfaction with our products and services. You will act as the main point of contact for customers, addressing their inquiries, concerns, and escalations. In this role, you will impact customer satisfaction and retention, ultimately driving revenue growth. Your ability to identify upsell opportunities and provide valuable insights will also help shape the company's product and service offerings, leading to continuous improvement and innovation. This is a remote role with around 25% travel across UK, Ireland and Northern Europe. Key Responsibilities - Build strong customer relationships through regular check‑ins, strategic reviews, and proactive engagement. - Develop Customer Success Plans that drive adoption, measurable value, and regulatory‑aligned outcomes. - Monitor customer health, usage trends, and risks while maintaining accurate CRM records and renewal forecasts. - Lead the full renewal cycle, presenting ROI and identifying upsell or expansion opportunities. - Act as the customer advocate by gathering feedback, influencing product improvements, and coordinating cross‑functional support. - Manage inquiries, escalations, and onboarding to ensure smooth adoption and high customer satisfaction. Qualifications - Strong experience in Customer Success and SaaS, with a Bachelor's degree in Biology, Healthcare, Marketing, or a related field preferred. - Strong preference for experience within Life Science industry. - Proven track record of building and maintaining strong customer relationships. - Strong problem-solving and negotiation abilities. - Experience working with Salesforce and customer success tools (Gainsight). Benefits - A culture that fosters inclusion, diversity, and innovation in an international work environment. - Market specific training and ongoing personal development. - Experienced leaders to support your professional development. - We are an equal opportunity employer and value diversity at our company. - We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.