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Customer Success Manager - BtoG



Customer Service, Sales & Business Development
Île-de-France, France
Posted on Wednesday, May 15, 2024

Who we are:

Founded in 2017, Upciti is a seed-stage, VC-backed (Point Nine, Chalfen Ventures, Demeter, Innovacom, NCI) category-defining smart city solution. Upciti supports cities of all sizes in their smart transition by simplifying how they collect their data and process it for a better understanding of city dynamics. We build everything we deploy in-house, from privacy-by-design computer vision sensors to a full SaaS solution. We've already deployed more than 2,000 sensors worldwide across 14 countries and are operating in cities like Paris, Monaco, Florence, Montreal, and Marseille.

You can read more about us here:

The problem we are solving:

Getting quality data in cities to create or improve citizens' services is a challenge. Poor-quality sensors, lack of interoperability, numerous companies in the data chain, and expensive existing solutions make deriving insight on ever-evolving cityscapes incredibly complex. We are simplifying this complexity by building a tailored solution that is easy to use, fast to deploy, and cost-effective.

How we are fixing this:

By bringing together all the individual services needed to understand a city's various data points more efficiently, we can help cities deploy new services with higher relevancy and at greater speed to better serve their citizens. We manufacture our own multi-use sensors, develop our own IoT management platform, and enable our customers to send their data to anyone wanting to use it by simplifying API redirections and offering full interoperability.

What we are looking for:

Following on from our latest round of funding from Point Nine (Revolut, Delivery Hero, Typeform) and Chalfen Ventures we are looking to hire our first Customer Success Manager. You will play a critical role in ensuring our clients achieve their desired outcomes while using our products. You will be responsible for managing client relationships, guiding them through their journey with our solutions, and ultimately, helping them maximise their return on investment.

As a Customer Success Manager your focus will be:

On short-term :

  • To specialize in data integration and become our software expert.
  • To provide high-quality training sessions for our new customers from municipalities worldwide, ensuring successful onboarding.
  • To actively contribute to the development of the new version of our software and prepare valuable content and tools to facilitate user onboarding.

On medium-term:

  • Develop and maintain strong relationships with clients, ensuring high levels of customer satisfaction and loyalty.
  • Conduct regular check-ins and QBRs (Quarterly Business Reviews) with clients to review their goals, progress, and align on future objectives.
  • Manage customer escalations efficiently, liaise with internal teams, and ensure timely resolution of client issues.

On medium/long-term:

  • Identify upselling and cross-selling opportunities and collaborate with sales teams to drive business growth.
  • Provide insights and feedback from clients to the product team to help shape future product developments.
  • Develop and implement tailored success plans that outline critical success factors, potential issues, and provide recommendations.

Upciti's software user profiles include:

  • Municipalities of all sizes, primarily catering to technical departments involved in urban management.
  • Government data analysts and consultants, particularly when specialized expertise is required.
  • Elected officials who want to get a quick overview of city gaps and improvements.

What experience we'd like you to have:

  • 3-5 years of experience in Customer Success preferably in the tech and/or BtoG.
  • A proven track record of building and maintaining strong, long-lasting customer relationships.
  • Excellent communication and interpersonal skills, with fluency in both French and English.
  • Strong analytical skills to identify trends and patterns in customer data.
  • Ability to work independently in a fast-paced and dynamic environment.
  • Proficient with Customer Success software (e.g., Salesforce, Totango, Gainsight) and MS Office Suite.

What we offer?

Salary: 60-65k€

Hybrid work policy : possible 2 days/week remote

Localization : Montreuil, Metro Robespierre, France

If you are passionate about being the first Customer Success Manager at a fast growing startup, shaping the future of a young company, and positively influencing city services across the globe, we would love to hear from you.

Apply now to join our dynamic team and help drive the next phase of our team growth.