Customer success manager

Location: France

Company: LabLabee

About LabLabee:

LabLabee is a pioneering startup revolutionizing the way engineers and telecom professionals engage with cutting-edge virtual labs for future networks, including 5G, OpenRAN, and Telco Cloud. We are experiencing rapid growth, thanks to our collaboration with leading telecom operators and vendors such as Orange, Juniper, Ooredoo, Bouygues Telecom, Deutsche Telekom, and the Telecom Infra Project (TIP).

Our international team, spanning over six countries, is dedicated to serving a diverse and expanding customer base across Europe, the US, Africa, the Middle East, and Asia. We have garnered the support of prestigious VCs and angel backers affiliated with industry giants like Nokia, Cisco, and Docker. Our users, who have long awaited such a platform, express immense satisfaction with LabLabee, praising its unique ability to provide dedicated, state-of-the-art labs in the latest network technologies without affecting any production services.

With our platform, engineers can test custom use cases and practical scenarios—an invaluable feature that makes LabLabee the go-to solution for hands-on practice and innovation in advanced telecom technology. Our commitment to excellence and innovation drives us towards becoming the global leader in labs for training and testing in next-generation networks.

Mission: With our first international customers deploying and using our platform, the Customer Success Manager has the critical mission to build and maintain strong relationships with our customers. This role is essential in ensuring that customers achieve their goals using our products, maximise their usage to its full potential, and continue their partnership with us over the long term, consistently growing their engagement year after year.

Responsibilities:

• Customer Retention and Account Expansion: You will be responsible for increasing customer retention, preventing churn, and generating account expansion revenue.
• Relationship Management: As the primary point of contact between LabLabee and your assigned customers, you will be in charge of developing and maintaining a trusting and long-lasting relationship with them.
• Usage Plan Development and Monitoring: You will collaborate with our customers to build their usage plans and monitor these plans to ensure a successful rollout.
• Customer Advocacy: Acting as the customer advocate within LabLabee, you will work to facilitate and enhance product adoption by addressing any issues and identifying new training needs or feature requests in collaboration with all internal teams (support, product, sales, etc.).
• Review Meetings and Reporting: You will conduct regular review meetings and provide key customer success metrics both internally and externally.
• Data Analysis and Customer Insights: You will actively gather, monitor, and analyse data about our end-users to understand their behaviour and engagement. Identifying any issues and taking initiatives or actions to increase their usage of our platform will be a key part of your role.
• Brand Awareness Initiatives: In collaboration with the marketing and sales teams, you will contribute to initiatives aimed at increasing brand awareness among our customers, such as webinars, marketing campaigns, and events.

Qualifications:

• Bachelor degree in business, marketing or related field
• 3+ years of experience in a customer success, account management, or similar role in a SaaS.
• Strong understanding of customer success principles and best practices.
• Excellent communication, presentation, and interpersonal skills.
• Proactive problem-solving abilities and a customer-centric mindset.
• Ability to analyse data and make data-driven decisions.
• Fluent in English and French with international exposure

Preferred Qualifications:

• Experience in edTech or Tech industry
• Proven track record of driving customer success and satisfaction.
• Fluency in another language (German, Arabic…)

Why Join LabLabee?

• Innovative Environment: Be part of a leading-edge company at the forefront of virtual lab technologies for future networks. Engage in pioneering work that shapes the landscape of 5G, OpenRAN, and Telco Cloud.
• Global Impact: Collaborate with an international team and influence the future of telco training and testing across various regions, including Europe, the US, Africa, the Middle East, and Asia.
• Career Growth: Take advantage of ample opportunities for professional development in a rapidly growing startup. Your career trajectory can accelerate quickly as you take on more responsibilities and challenges.
• Competitive Compensation: Enjoy an attractive salary and stock options that offer a stake in the company’s success and long-term growth.
• Dynamic Team: Work alongside top rockstars from the telco sector on challenging and impactful topics. Join a team of experts who are passionate about transforming the telco industry.