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Customer Success Manager H/F

Malou recrute !

À propos

📱Malou empowers restaurants through digital
We leverage technology and expertise to support the restaurant's growth.

Customers’ acquisition now happens online for restaurants. They need to be visible and attractive across many platforms but it requires time & expertise they don’t have.
We help restaurants reach their goals since 2018!
We have bootstrapped the business for 4 years, building a profitable and expert company.
Then we’ve raised money to accelerate, build a strong SaaS and expand the business abroad. Cash efficiently remains part of our DNA.

We serve more than 2000 restaurants across 15 countries and have tripled our revenue last year.
We plan to repeat this +300% growth in 2024.

Descriptif du poste

The MalouApp is changing the lives of more and more restaurant owners, and we are committed to offering them the best experience. As part of the team, you will be in charge of a portfolio of restaurants owners using the MalouApp.

🤝 Onboarding new customers

  • Be the relay of the Business Development teams after the signing of a new restaurant

  • Manage the welcome and training of new customers on the MalouApp

🥰 Taking care of your portfolio of restaurant owners

  • Build a trusting long-term relationship, adapting to each profile (independent owners, community managers, large restaurant groups)

  • Conduct regular follow-up calls

  • Ensure client retention and promote upselling, cross-selling, customer referrals, but above all, prevent churn (one of your KPIs)

😎 Master the MalouApp inside and out

  • Be able to respond to emergencies and queries about all the features of the MalouApp

  • Participate in the continuous development of our SaaS in interaction with the Product and Tech teams

  • Ensure adherence to processes and make suggestions to optimize client management (as their numbers grow!)

  • Be an internal reference person for the MalouApp

  • Stay updated on the needs of restaurant owners and the services they require

Profil recherché

  • You already have 1 year experience in CSM in a B2B SaaS, with small business

  • You are meticulous, structured, and have a sense of prioritization.

  • You have excellent interpersonal, listening, communication, teaching, and adaptability skills when dealing with different user profiles

  • You are autonomous but you like to work in a team

  • You have a good overall digital culture

  • You are highly curious

  • You have many ideas that you enjoy seeing come to fruition 💡

  • You are fluent in french and english

🍽️ Extras :

  • SEO, social networks and foodgames hold no secrets for you

  • Attracted by the food sector : you like to eat, and in our wildest dreams, you can cook up some amazing dishes 😋 (we promise to let you taste ours)

  • You want to join a young and dynamic team in a growing start-up 🚀

Process de recrutement

  • A 1st case study to do at home,

  • An interview with Mathieu, Head of Customer Success and Clémence, Team Lead CSM,

  • A 2nd case study to do at home,

  • An interview with Waad, CPO and cofounder of Malou and a member of the CSM team,

  • Reference call.

Informations complémentaires

  • Type de contrat : CDI
  • Date de début : 19 mai 2025
  • Lieu : Paris
  • Niveau d'études : Bac +3
  • Expérience : > 1 an
  • Télétravail partiel possible
  • Salaire : entre 38000€ et 45000€ / an
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