Customer Success Manager (CSM)

Join Kurmi, a global software vendor specializing in Unified Communications. As a Customer Success Manager, you will be the commercial owner of your accounts, driving renewals, identifying expansion opportunities, and building relationships with key stakeholders. You will work closely with various teams and have the opportunity to shape the Customer Success function in North America.

• Gérer le cycle complet de renouvellement des contrats, maintenir des prévisions précises et réduire le risque de désabonnement.
• Identifier, négocier et conclure des accords d'expansion, y compris des licences supplémentaires et des services professionnels.
• Établir des relations multithread avec des sponsors exécutifs, des leaders UC/IT, des partenaires et des administrateurs quotidiens.

Skills & competencies

• Fluency with ARR, NRR, GRR and churn, and a clear view of how adoption drives them.

• Confidence with executives, technical decision-makers, partners and end users alike.

• Strong negotiation, account planning and presentation skills.

• The autonomy to run your own book, and the instinct to pull in the right people across Sales, Support and Product.

• Comfort working in Salesforce and with account data.

Education & Experience

• 5+ years in Customer Success, Enterprise Account Management or a similar commercial role, ideally in B2B SaaS or enterprise technology.

• A track record of owning renewals, reducing churn and closing expansion deals with enterprise accounts.

• Experience with Unified Communications, Microsoft Teams, Cisco/Webex, ServiceNow or adjacent enterprise IT.

• Experience working with channel partners or service providers.

• French language skills (useful, never required).

What success looks like

• First 90 days: you know every account in your portfolio, its stakeholders, health and renewal date, and you have a clear plan for each.

• First year: you hit your NRR and GRR targets, close expansion deals, and your customers see you as a trusted advisor.

• Along the way: customer satisfaction and adoption rise, your Salesforce data is reliable, and your ideas are shaping how Customer Success works in North America.

Compensation: base salary of USD 95 000 min, plus Bonus

Kurmi is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic.