• Develop strong customer relationships • Be involved in all aspects of support and account management • Work toward goals

Role Description We are seeking a dedicated and technically proficient Customer Success Manager to build strong relationships with our clients, ensuring they maximize the value of our solutions. This role combines account management, technical support, and strategic guidance to deliver exceptional customer experiences and drive retention and growth. Key Responsibilities - Client Relationship Management - Serve as the primary relationship owner for assigned client accounts. - Conduct regular check-ins, business reviews, and strategic conversations with clients. - Build trusted advisor relationships with decision-makers and stakeholders. - Gather feedback, understand client goals, and proactively address concerns. - Maintain high levels of client satisfaction and retention. - Revenue Growth & Account Expansion - Identify opportunities for upselling and cross-selling additional services within existing accounts. - Analyze client needs, operational complexity, transaction volumes, and business growth to recommend appropriate service upgrades. - Drive subscription revisions, catch-up projects, clean-up engagements, advisory services, and additional resource allocations where appropriate. - Collaborate with sales and finance teams to maximize account value and lifetime customer revenue. - Maintain a consultative, value-driven sales approach rather than a transactional sales process. - Service Delivery Oversight - Act as the bridge between clients and internal accounting teams. - Monitor service quality and identify potential gaps in delivery. - Escalate issues appropriately and ensure timely resolution. - Coordinate with Finance Managers and Accountants to maintain service standards. - Conduct periodic account reviews to ensure alignment with client expectations. - Onboarding & Customer Journey Management - Support onboarding activities and ensure a smooth client transition into CoCountant’s ecosystem. - Guide clients through tools, workflows, communication channels, and expectations. - Ensure clients understand and effectively utilize ClientHub and related platforms. - Create a positive first impression and establish long-term engagement strategies. - Documentation & CRM Management - Maintain accurate client records in HubSpot. - Update deal stages, opportunities, account notes, and customer interactions. - Ensure playbooks, SOPs, and customer-facing documentation remain current. - Track customer health metrics and engagement activities. - Team Collaboration - Maintain regular communication with Accounting Managers, Finance Managers, Controllers, and Operations teams. - Participate in internal account reviews and planning sessions. - Ensure internal teams remain aligned with client expectations, priorities, and ongoing developments. Qualifications - Bachelor’s degree in Finance/Accounting/Business Management. - 5+ years of experience in Customer Success, Technical Account Management, or related roles. - Strong technical aptitude with ability to understand and explain complex software solutions. - Experience with CRM and customer success platforms (e.g., HubSpot, Gainsight). - Excellent communication and interpersonal skills to manage diverse customer relationships. - Proactive problem-solving skills and ability to manage multiple customer accounts. - Familiarity with SaaS products, APIs, and integrations. - Ability to deliver training and presentations to technical and non-technical audiences. Ideal Candidate Profile - Highly customer-oriented and relationship-driven. - Commercially aware with a strong sales and growth mindset. - Proactive planner and problem solver. - Strong emotional intelligence and adaptability. - Comfortable handling executive-level conversations. - Able to balance customer advocacy with business objectives. - Skilled at identifying opportunities to expand accounts while maintaining trust. - Excellent communicator with the ability to adjust communication style based on the client.

Role Description Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. As Manager, Customer Success, you will lead a team of Customer Success Managers and Executives who help our largest customers maximise value from the full Axon ecosystem. - Lead and develop the team - Manage, mentor, and develop a team of CSMs across Commonwealth territories - Set clear goals aligned to retention, adoption, NPS, and product utilisation - Run hiring, onboarding, performance management, and career development for your team - Foster a culture of proactive customer engagement, disciplined execution, and cross-functional collaboration - Drive strategic customer outcomes - Ensure the team acts as a strategic partner to customers - Own QBR excellence at scale - Support major account strategy and step in on the most complex customer escalations - Ensure every priority account has a clear success plan with goals, risks, owners, and dates - Orchestrate across Axon - Operate across regions and time zones Qualifications - 8+ years in customer-facing roles; 3+ years managing people in Customer Success or equivalent - Proven success leading teams serving enterprise and public-sector customers - Track record driving retention, adoption, and satisfaction through a team - Experience with QBRs, success planning, and executive stakeholder management at scale - Ability to coach others on the full range of CS activities - Strong partnership skills across Sales, Professional Services, Support, and Product - Familiarity with Salesforce, Gainsight, and customer success tooling - Understanding of SaaS, cloud, and connected-device / hardware ecosystems - Excellent written and verbal communication; executive presence - Willingness to travel extensively and work across global time zones - Degree or equivalent experience Requirements - Public safety, justice, or corrections sector experience (Bonus) - Experience with Axon or comparable technology (Bonus) Benefits - Commitment to building diverse teams - Encouragement to apply even if not meeting every single requirement

Role Description Go Echoes is looking to hire an experienced Customer Success Manager with a proven SaaS background to manage a portfolio of 60 French accounts. The ideal candidate has previously worked in a SaaS/software environment, understands subscription-based business models, and is fully bilingual in French and English (spoken and written), as they will interact daily with French clients and collaborate closely with the US team. You will act as the strategic partner for a portfolio of French clients, ensuring product adoption, retention, and expansion. This role combines account management, marketing advisory, onboarding, and performance optimization. Qualifications - 3+ years of experience as a CSM in a SaaS environment - Experience managing 40–80 accounts simultaneously - Data-driven mindset - Strong ownership and accountability - Comfortable in a fast-paced, remote environment Requirements - Mandatory: SaaS Experience - Previous experience working in a SaaS/Software company (strongly preferred) - Understanding of subscription models - Customer lifecycle management - Product adoption metrics - Churn prevention strategies - Expansion and upselling within SaaS environments - Mandatory: Excellent Communication Skills (French & English) - Fully bilingual in French and English (spoken & written) - Able to conduct client meetings in French - Comfortable collaborating with international teams in English - Strong presentation and stakeholder management skills - Communication quality is critical for this role. - Marketing Knowledge (Strong Plus) - Experience in email marketing - SMS marketing - Retention marketing - Customer journey optimization - WhatsApp Campaign Expertise - Comfortable with designing campaign flows - Advising on best practices - Improving performance through A/B testing - AI Familiarity (Bonus) - Experience with tools such as ChatGPT or similar AI assistants Benefits - Top-tier Sales and CS talent with real results - Native or bilingual speakers - 100% remote and fully dedicated - Fully integrated into your tools and processes - Up to 50% cheaper than hiring locally - Ongoing training and performance tracking - Free replacement if someone doesn’t fit - Simple monthly subscription, no hidden fees - Try the service with no commitment