Senior Customer Success Manager

🔥 3 hours ago

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Orquest - Retail Smart Planning

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🛒 Retail

☁️ SaaS

🤖 Artificial Intelligence

💰 $1.5M Angel Round - ORQUEST on 2022-11

Retail • SaaS • Artificial Intelligence

Orquest is a software company that provides AI-powered workforce optimization for retail stores. Its flagship product, Orquest Smart Planning, uses demand forecasting and advanced analytics to create automated, demand-driven employee schedules, manage time & attendance, track staffing and KPIs, and ensure local labor-law compliance across many markets. The platform is positioned as a SaaS solution for retailers seeking to reduce labor costs, save scheduling time, improve employee engagement and boost in-store sales; it highlights client outcomes (e. g. , reduced scheduling time, lower labor cost, increased sales) and is used by large retail operators.

📋 Description

• Own your client portfolio and be accountable for their health, adoption, and value delivery. • Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations that help them improve & succeed. • Run structured value sessions — presenting KPI progress, identifying improvement opportunities, and recommending concrete actions. • Monitor usage, actions, progress and customer health proactively; escalate and act before problems grow. • Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations. • Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback. • Keep CRM and customer records accurate and up to date. • Be product and business savvy, ensuring to tailor the customer experience to meet their business needs with Orquest.

🎯 Requirements

• Senior: 4+ years as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments (experience in retail operations, store staffing, scheduling, or workforce planning is a huge plus). • Proven track record of driving software adoption, customer retention, and account growth. • Strong analytical skills — you're comfortable working with data, building reports, and translating numbers into decisions. Knowledge of Excel and Power BI are necessary. • Excellent communication and storytelling skills, with experience presenting KPI progress and turning insights into clear, actionable recommendations. • Experience running structured value reviews and managing a consistent health-score cadence across a client portfolio. • Experience with CRM tools (HubSpot, Vitally) is a plus. • Experience leading Strategic Business Reviews and handling renewals and upsell conversations is a plus. • Advanced English, French and Spanish.

🏖️ Benefits

• Comprehensive Medical Insurance. • OpenUp platform for your mental well-being. • Cobee for flexible compensation (meals, transport, etc.). • Language classes to keep you growing. • A flexible work model