Customer Success Manager

About the role

Orange Business is seeking a Customer Success Manager to act as the trusted advisor for our clients, driving adoption, loyalty, and growth of our collaboration and unified communications solutions. You will work closely with customers to understand their needs, deliver workshops, and ensure they achieve measurable business outcomes.

Key responsibilities

• Serve as the primary point of contact for assigned customers, building long‑term relationships and championing their success.
• Plan and lead workshops that use usage analytics to demonstrate value, prepare for renewals and identify upsell opportunities.
• Collaborate with internal teams—including sales, professional services, and product—to address pain points and improve the solution offering.
• Analyze customer usage data to develop proactive adoption strategies and drive solution expansion.
• Identify professional‑services opportunities during projects and contribute to account planning sessions with key stakeholders.
• Maintain accurate customer records in the CRM system and communicate performance metrics.

Required profile

• Results‑driven professional with strong analytical abilities and a consultative mindset.
• Fluent in English and French, with excellent organizational and communication skills.
• Solid understanding of SaaS unified communications business models and ITSM concepts.
• Experience leading projects using agile methodologies.

Required skills

• Proficiency with collaboration platforms such as Cisco Webex, Zoom, and Microsoft Teams.
• Experience using CRM tools and usage‑analytics dashboards.
• Knowledge of SaaS UC value drivers and ITSM processes.