Customer Success Manager Senior

Orquest was born from a conviction: in retail, every interaction counts. A fundamental part of the in-store experience is people — both customers and employees — and our software is created precisely to synchronize both. We put AI and machine learning at the service of stores so they always have the right employee, in the right place, at the right time.

Our team is growing and we're looking for a Customer Success Manager (CSM) to help drive software adoption, maximize value, and ensure long-term satisfaction for our clients.

• Own your client portfolio and be accountable for their health, adoption, and value delivery. 

• Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations that help them improve & succeed. 
• Run structured value sessions — presenting KPI progress, identifying improvement opportunities, and recommending concrete actions.
• Monitor usage, actions, progress and customer health proactively; escalate and act before problems grow.
• Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations.
• Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback.
• Keep CRM and customer records accurate and up to date.
• Be product and business savvy, ensuring to tailor the customer experience to meet their business needs with Orquest. 

• Senior: 4+ years as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments (experience in Retail or Workforce Management is a huge plus).
• Proven track record of driving software adoption, customer retention, and account growth.
• Strong analytical skills — you're comfortable working with data, building reports, and translating numbers into decisions. Knowledge of Excel and Power BI are necessary.
• Excellent communication and storytelling skills, with the ability to influence and engage both operational store managers and C-level executives.
• An empathy-driven approach combined with sharp problem-solving skills to navigate complex customer situations.
• Ability to manage a diverse portfolio of clients simultaneously and prioritize effectively in a fast-paced environment.
• Experience with CRM tools (HubSpot, Vitally)
• Advanced English level (C1). French is a very strong plus.