Tamtam is looking for a driven and experienced Founding Customer Success Manager to join our Customer Solutions & founding team and work closely with Edouard & Mouad. You’ll play a pivotal role in delivering an exceptional customer experience from the moment clients are onboarded into Tamtam. As the primary point of contact for any customer needs, questions, or issues, you’ll ensure every interaction is smooth, reliable, and value-driven. Your mission: safeguard customer satisfaction, our north star metric at Tamtam!
Onboarding & Time to value:
- Personalized implementation: Lead discovery and translate requirements into tailored configurations that ensure each customer’s workspace is fully aligned with their goals from day one.
- High-impact training: Deliver clear and engaging onboarding sessions that drive early adoption, confidence, and successful first outcomes for all user profiles.
Success:
- Account health & outcomes: Own customer relationships end-to-end, monitor success metrics, and run structured business reviews to keep clients engaged and progressing.
- Proactive expansion plans: Identify new use cases, uncover unmet needs, and partner closely with sales to prioritize account growth strategies.
Product:
- Insight-driven product partnership: Bring structured customer insights to product discussions, influencing prioritization and roadmap decisions with François Co-founder and CTO.
- Adoption analytics: Monitor product usage patterns to detect friction points, validate new features, and recommend enhancements that boost long-term stickiness.
Support:
- High-quality issue resolution: Provide fast, thoughtful support to users, collaborating with engineering when deeper technical investigation is needed.
- Root-cause analysis: Spot recurring themes, quantify their impact, and propose actionable improvements that elevate both product reliability and customer experience.
Renew / Upsell:
- Risk mitigation & retention: Track signals of declining engagement, design counter-measures, and secure on-time renewals.
- Revenue opportunities: Surface and scope upsell/cross-sell paths with the AE in charge of the company, ensuring value is delivered and clearly communicated throughout the customer journey.
Knowledge and Tooling:
- Process and playbook creation: Build and maintain clear, scalable documentation that supports onboarding, support workflows, and success best practices as we grow.
- Tooling optimization: Evaluate, implement, and refine internal tools across customer support, success tracking, and automation to ensure our operations remain efficient and high-quality from day one.
OPERATING PRINCIPLES
- Reactivity: Act with speed and clarity, ensuring customers always experience momentum. Fast response is a core part of trust and delight.
- Intelligence: Approach every customer situation with sharp thinking and the ability to turn discussions into meaningful insights.
- Structure: Consistency, organization, and thoughtful follow-through are essential to delivering a premium customer experience.
- Extra Mile: Show genuine care. Lean in, anticipate needs, and create moments that make customers feel uniquely supported, especially in an early-stage context.
- Do thing that don’t scale: Prioritize learning over perfection. Be comfortable with manual steps, direct interactions, and imperfect workflows as a way to deeply understand customers before scaling.
PROFIL
- You hold a Master’s degree in Business or Engineering
- You bring 2–5 years of experience in Customer success, Account management project Management, or Consulting within a B2B SaaS environment.
- You communicate with clarity and confidence, and you’re comfortable leading conversations, managing stakeholders, and presenting to a variety of audiences.
- You’re passionate about AI and data, and comfortable working with a complex, high-leverage product.
- You’re proactive, organized, and able to prioritize effectively in a fast-moving startup setting where ownership and initiative matter.
- You can adapt to an evolving product landscape and translate customer insights into thoughtful recommendations.
- You’re detail-oriented, an active listener, and a collaborative teammate who strengthens the group around you.
- You are fully fluent in both French and English.
