Customer Success Manager

Client of Métier - Strategic HR Solutions

As a Customer Success Manager, you will be the main point of contact for clients, ensuring smooth onboarding, adoption, and satisfaction. You will manage relationships, coordinate projects with internal teams, and provide insights through reporting and analysis to drive client success and long-term loyalty.

, & :
1. Bachelor s degree in Business, IT, or related field with 4 6 years experience in customer success, account, or project management in SaaS, insurance, or insurtech.
2. Strong understanding of health insurance products and distribution (individual and SME/group).
3. Excellent client relationship, communication, and problem-solving skills with a proactive, detail-oriented approach.
4. Proven project management, organizational, and reporting abilities, able to manage multiple priorities effectively.
5. Experience translating client needs into technical requirements; Figma knowledge for product/UI review is a plus.

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Client Success & Relationship Management
1. Serve as the primary point of contact for assigned clients, ensuring seamless onboarding and successful adoption of the SaaS platform.
2. Provide support for system configuration, troubleshooting, and product implementation.
3. Proactively capture, prioritize, and communicate client enhancement requests.
4. Build and maintain strong client relationships to enhance satisfaction, loyalty, and retention.

Project Management & Coordination
1. Coordinate with internal technology teams to manage project timelines, resolve issues, and deliver new features.
2. Utilize project management tools (e.g., Jira) to monitor progress and ensure on-time delivery.
3. Provide clients with regular updates on project and enhancement status.
4. Ensure all deliverables meet agreed timelines, quality standards, and client expectations.

Reporting & Insights
1. Prepare and deliver reports on project deliverables, client usage, and key performance metrics.
2. Support the Head of Product by contributing to sales reports and pipeline insights.
3. Conduct data analysis using Excel/Google Sheets to track and improve KPIs.
4. Identify opportunities for process improvements and product enhancements to drive customer satisfaction and platform adoption