Job Description
Description
Livestorm is the world’s leading end-to-end video engagement platform.
Founded in 2016, Livestorm allows companies to organize powerful online meetings, webinars and virtual events from end-to-end. Our web-browser platform provides teams with all the workflows around video engagement to promote, host and analyze online events.
Livestorm is built with ease of use in mind. We serve companies of all sizes, from startups to Fortune 500s. Brands like Shopify, Honda, Spendesk, Front and Revolut trust Livestorm for premium video engagement during their online events.
Here are our core values:
Stay curious: Be interested in the world around you.
Remain humble: Keep learning and keep your ego in check.
Be resourceful: Go that extra mile in the most efficient way.
Own it: Take pride in what you do, own your wins, and fails.
Be transparent: Sharing knowledge, learnings, feedback, and mistakes.
Mission:
Livestorm’s CSM team is a group of dynamic and client driven professionals who play a key role in the onboarding and retention of Livestorm’s Enterprise accounts.
As we continue to establish ourselves as a market leader in the video communication market and building long term partnerships with our clients , we are looking to expand our team and bring on an experienced customer success professional who will be in charge of onboarding, retaining and nurturing our customer portfolio. We work alongside the Account Management team to drive adoption and user engagement and account growth
You will report to our CSM Manager and Head of Success, and will closely collaborate with all our teams (Marketing, Sales, Customer Care, Product and Finance) to drive maximum value and success with existing customers.
While Livestorm has headquarters in France, we are a remote-first company. As a matter of fact, the members of our teams are located between France, USA, Germany and Portugal so we are looking for the best talent, no matter where you live.
In this role, you will:
Build relationships with Livestorm’s Enterprise EMEA customers ensuring revenue growth and customer retention
Be the point of contact and trusted partner for the clients
Be in charge of customer onboarding and ensure product adoption
Improve customer retention, ensure customer renewal and reduce churn
Conduct regular quarterly business reviews with client to build long term partnerships
Own your portfolio and use a data-driven approach to forecast and execute on your account plan strategies
Partner with the Sales and Customer Care teams to ensure an exceptional customer experience
Partner with the product team team to provide detailed and actionable feedback to the team
Work closely with the Account managers to manage your customer portfolio, understand their KPIs and challenges
Work with your manager and the department head to execute and improve the success strategy
Requirements
For this Customer Success role, we are looking for someone with the following experience:
3+ years of experience in Customer Success, Consulting or any other client-facing role
Fluent in English and ideally native in French (written and spoken)
Experience in SaaS/tech industry
Willing to get your hands dirty and dig into the details
Excellent organisational and communication skills
Experience with a technical product or with webinars is a big plus
Excellent customer strategy and vision and problem-solving skills
Flexible and agile in adapting to quick changes in a startup environment
The ability to work individually and collaborate within a team environment to achieve set goals: you are a team-player
Exceptional verbal and written communications skills
Exceptional client expectations management skills
Love putting the customer at the center of your day
Your key assets: strategic outlook, ownership and team collaboration.
Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
