Customer Success Manager (French speaking)

📋 Description

• • Own the end-to-end success journey for hundreds of French-speaking SMB customers and reseller partners, turning first-time users into lifelong advocates and power users of the Go1 platform.
• • Become the go-to expert on Go1’s 150,000+ course marketplace and learning management integrations, translating complex product capabilities into simple, actionable value propositions that resonate with HR, L&D, and frontline managers across France, Belgium, Switzerland, and North Africa.
• • Design and execute high-impact, data-driven engagement campaigns—combining automated email sequences, live virtual training sessions, and targeted at-risk outreach—to lift monthly active users, reduce churn, and increase NPS by double digits within your first 12 months.
• • Segment your portfolio by industry, company size, and product usage patterns; identify early warning signals of disengagement and craft bespoke rescue plans that turn red flags into expansion opportunities.
• • Collaborate daily with Sales, Product, and Marketing to surface customer insights that influence roadmap priorities, pricing experiments, and new content acquisition for the Francophone market.
• • Build scalable playbooks and self-service resources (knowledge base articles, video tutorials, ROI calculators) that empower customers to achieve quick wins without waiting for 1:1 support.
• • Host quarterly business reviews and executive check-ins in fluent French and English, translating learning analytics into compelling stories that secure renewals, upsells, and multi-year commitments.
• • Champion a culture of experimentation: A/B test messaging, iterate on onboarding flows, and share wins (and failures) in weekly retros so the entire CS organization learns faster.
• • Maintain an eagle-eye on key metrics—logo retention, net revenue retention, time-to-first-value, and support ticket deflection—while balancing high-touch empathy with low-touch automation.
• • Represent Go1 at virtual and in-person events across Europe, delivering lightning talks and workshops that position you—and the company—as thought leaders in digital upskilling and workforce transformation.
• • Contribute to the global Customer Success knowledge base by documenting Francophone-specific use cases, compliance nuances, and localization best practices that accelerate onboarding for future team members.
• • Embrace radical candor and continuous feedback: give and receive coaching in weekly 1:1s, quarterly OKR reviews, and cross-functional retros so we all grow faster than the market.
• • Thrive in a fully remote, asynchronous environment where autonomy is prized, decisions are data-informed, and every teammate is empowered to challenge the status quo.