Lille, Hauts-de-France, France · Hybrid
Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - merchants and customers. Our mission is to bring your entire c…
Skills: Account Management, Customer Success, Strategic Account Management, Revenue Growth, Retention
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The Senior CSM is responsible for managing a portfolio of strategic accounts to drive adoption, maximize business impact, and ensure revenue growth. They act as a business success expert, guiding clients through the 'Customer Obsession' program and delivering value through strategic consulting.
Candidates need a bachelor's degree and at least 6 years of experience in client services or account management managing Fortune 1000 clients. Mandatory fluency in both English and French (C1 level) is required for drafting and negotiating contracts.
Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - merchants and customers.
Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale. At the forefront of innovation, our platform is the most complete one in a world of AI and empowers teams to gain deeper insights and act swiftly on customer experience.
Our technology is used in 25 countries by over 150 of Europe's biggest companies, including E.Leclerc, Dominos Pizza, Credit Agricole, Kingfisher, Sonepar and EssilorLuxoticca. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.
Client Success is at the heart of everything we do!
Our team of Engagement Manager, Adoption Digital Consultant, Retail Expert, Support Agents and Customer Success Manager are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.
This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team build and maintain a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommandations, benchmarks and coaching.
We are looking for a Senior Customer Success Manager to join our great CS team. The Senior CSM will be responsible for :
Gaining a deep understanding of our customers’ organisation and their business challenges,
Delivering exceptional strategy and business support to our Tier 1 and Tier 2 clients and key stakeholders,
Delivering value and showcasing the impact that Goodays brings to their business
Maximising adoption and driving revenue growth into our accounts base.
We are looking for someone who’s willing to make an impact! And as we’re growing fast, you’ll adapt and grow with us, taking on new challenges and responsibilities in your role.
In this role, the Senior CSM will:
Discover and influence the client's internal metrics to drive adoption, maximise the impact of the “customer obsession” program and ensure the client knows how to achieve and measure those results through key milestones : Business Review, Success Plan and adapted governance
Advise on strategies and tactics to transform and create a healthy “Customer Obsession” program
Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively transform towards customer obsession
Help your clients realise the value that Goodays brings to their business
Provide guidance and consulting for best practices and ROI analysis for clients to gain the most value from Goodays
Manage client lifecycle across a portfolio of named Strategic accounts
Using tools and troubleshooting techniques and exercising good judgement in decision-making to routinely deliver exceptional client support
Help key stakeholders understand the value they are receiving from Goodays
Manage client health by identifying, documenting (health score, maturity and adoption levels,…) and working with multiple teams to mitigate risk and increase client satisfaction
Significant experience with account management with strong attention to revenue growth and retention, ideally with another SaaS or e-commerce/retail platform
Experience/Marketing/E-commerce program management experience preferred Bachelor’s degree and a minimum of 6+ years of work experience in a client services or account management role managing Fortune 1000 clients
Demonstrated ability to manage multiple strategic accounts concurrently and efficiently through defined account management strategy and methodology
Fluency in English and French (written and verbal) is mandatory that include the ability to draft and negotiate contracts. You have at least a C1-level in French and EnglishCustomer
Excellent relationship building skills with key stakeholders and proven experience cultivating productive executive champion relationships
Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with Goodays products/services
Ability to articulate value propositions, compel clients and internal stakeholders to act and to hold them accountable to their commitments through joined success plans
Flexibility and understanding of the culture of a fast-paced, commercially oriented technology company
Highly responsive and service-oriented attitude, accustomed to working in an international environment, action-driven.
Hands-on project management experience, including the ability to organize, prioritize, and manage deadlines
Collaborative team player combined with ability to work independently
Sound and practical business judgment
Passion for making the difference, interested in our ability to have a social impact in the world of retail
Reports to the Team Lead
A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth
Access to cutting-edge tools and technologies, including a ChatGPT Plus subscription to support your work and enhance productivity
A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with
Fun and challenging working environment with significant opportunities for career growth and development
An international environment
Attractive salary package including excellent pension, health insurance and life insurance
Open and inclusive working environment including flexible hours and parent-friendly options
The most complete CX solution in a world of AI/ / Award-winner: AI CX management platform 2025 (CIO Review)
Goodays (formerly Critizr) is the most comprehensive customer experience platform on the market, now enhanced with generative AI. Founded in 2012, our mission is to redefine the shopping experience—for businesses and their customers—by fostering meaningful interactions. Because every experience matters. Our goal is to empower businesses with a customer experience management platform that streamlines and scales CX optimization. We make it easier to create genuine connections with your customers while freeing up your time to focus on the KPIs that truly drive impact. For over a decade, we’ve been dedicated to helping businesses adopt a customer-centric approach and excel in delivering exceptional experiences. Our success is built on three pillars: - Omnichannel listening to capture a comprehensive view of customer satisfaction. - Conversational interactions to elevate customer relationships. - Actionable insights to enable data-driven decision-making. Today, our solution is trusted by over 150 leading European companies, including E.Leclerc, Domino’s, Crédit Agricole, Leroy Merlin, and Jules, across 25 countries. More than 70,000 professionals—ranging from frontline teams to CX and research leaders—use Goodays to enhance customer experiences and see the immediate impact of their efforts. Goodays has also been honored with the 'AI Customer Experience Management Platform of the Year in Europe 2025' award by CIO Review for our groundbreaking innovations in generative AI and its seamless integration into our platform.
Offices: 12bis Rue de la Victoire, Paris, Lille, London, France, UK 75009, FR · 4, Avenue des Saules, Lille, Hauts-de-France 59160, FR · 30 Stamford Street, London, England SE1 9LQ, GB
The most complete CX solution in a world of AI/ / Award-winner: AI CX management platform 2025 (CIO Review)
Goodays (formerly Critizr) is the most comprehensive customer experience platform on the market, now enhanced with generative AI. Founded in 2012, our mission is to redefine the shopping experience—for businesses and their customers—by fostering meaningful interactions. Because every experience matters. Our goal is to empower businesses with a customer experience management platform that streamlines and scales CX optimization. We make it easier to create genuine connections with your customers while freeing up your time to focus on the KPIs that truly drive impact. For over a decade, we’ve been dedicated to helping businesses adopt a customer-centric approach and excel in delivering exceptional experiences. Our success is built on three pillars: - Omnichannel listening to capture a comprehensive view of customer satisfaction. - Conversational interactions to elevate customer relationships. - Actionable insights to enable data-driven decision-making. Today, our solution is trusted by over 150 leading European companies, including E.Leclerc, Domino’s, Crédit Agricole, Leroy Merlin, and Jules, across 25 countries. More than 70,000 professionals—ranging from frontline teams to CX and research leaders—use Goodays to enhance customer experiences and see the immediate impact of their efforts. Goodays has also been honored with the 'AI Customer Experience Management Platform of the Year in Europe 2025' award by CIO Review for our groundbreaking innovations in generative AI and its seamless integration into our platform.
Offices: 12bis Rue de la Victoire, Paris, Lille, London, France, UK 75009, FR · 4, Avenue des Saules, Lille, Hauts-de-France 59160, FR · 30 Stamford Street, London, England SE1 9LQ, GB
