About the job
As a Customer Success Manager at Cemantica, you will play a critical role in ensuring our customers thrive with our platform. Your key objectives will be to maximize customer satisfaction and retention, drive product adoption and engagement and build trusted, long-term relationships.
You’ll act as the primary point of contact for our customers—guiding them from onboarding through to ongoing success. You will lead training sessions, support day-to-day needs and serve as the customer's internal advocate, collaborating closely with cross-functional teams to continuously improve the Customer Experience and influence product development based on real user feedback.
About Cemantica
Cemantica is a leading end-to-end Customer Journey Management software leveraging CX best practice and the power of AI. Our mission is to empower organizations worldwide to achieve business transformation goals, from strategy to execution.
At Cemantica, our culture is the heartbeat of who we are and how we work together. We are passionate, innovative, professional and customer obsessed - driven by a shared purpose to help organizations become truly customer-centric. We’re a global, diverse, and collaborative team that thrives on curiosity, creativity, and delivering real impact. Everything we do is rooted in empathy, excellence and a deep desire to revolutionize the customer and employee experience.
Joining Cemantica means becoming part of a culture where feedback fuels growth and continuous learning is a way of life. We value people who are energized by progress, open to honest conversations and eager to bring their full selves to the table. If you’re someone who loves solving meaningful problems, puts the customer at the center of your thinking and believes in the power of simplicity and teamwork - you’ll feel right at home here.
Your job responsibilities include
- Onboarding and Training: Guide new customers through the onboarding process, provide training on Cemantica platform and ensure a smooth transition to using the product
- Account Management: Develop and maintain relationships with key stakeholders within customer organizations, conduct regular check-ins and identify opportunities for upselling or cross-selling Cemantica's offerings
- Customer Support: Handle customer incidents effectively through email, phone or chat and provide timely solutions or workarounds, analyze and report product malfunctions, troubleshoot scenarios and share feedback with relevant teams. Document the reception, treatment and closure of tickets in the CRM system
- Customer Advocacy: Act as a customer advocate within Cemantica, gathering feedback, identifying trends and advocating for product enhancements or feature requests based on customer needs
- Renewals and Expansion: Work towards customer renewals by demonstrating the value of Cemantica's solution, communicating with customers on new product releases, identifying expansion opportunities and negotiating contract renewals as needed
What we are looking for
The ideal candidate will be an excellent communicator, technically savvy, and passionate about delivering outstanding Customer Experience. You’ll have a strong mix of customer-centric mindset, problem-solving ability and the technical aptitude needed to guide clients through a complex SaaS platform and thrive in a fast-paced, global environment.
- 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS or tech environment
- Excellent verbal and written communication skills in English is ESSENTIAL; fluency in French is a strong advantage
- Based in EMEA with the ability to work remotely in a full-time, long-term contractor position
- Proven ability to build trust and maintain long-term customer relationships
- Strong technical aptitude – ability to quickly understand and explain a complex platform, troubleshoot user issues and confidently guide customers through onboarding and advanced usage
- A customer-first mindset with a proactive, positive and solution-oriented attitude
- Experience in or strong interest in Customer Experience (CX) and Journey Management is a significant advantage
- Strong problem-solving skills with the ability to analyze root causes, manage competing priorities and resolve issues effectively
- Comfortable collaborating across departments, including Product, Support and Sales, to advocate for customer needs and drive continuous improvement
- Skilled at managing multiple accounts and tasks with high attention to detail and strong organizational skills
- High responsiveness to meet customer needs in a timely and professional manner