Join Qonto's Ops & Customer Success team

The Customer Success Manager (CSM) is a particularly relevant role these days because their passion is making sure the customer experience more than meets their expectations to foster customer loyalty.

The CSM intervenes from the moment the product or service is sold and, in a way, keeps the customer experience consistent once Sales has brought in a new client.

The Customer Success Manager:

1. Advises the client and tries to best meet their needs;
2. Identifies opportunities to upsell;
3. Promotes customer loyalty;
4. Serves as the point-person for users.

This privileged relationship with the customer allows them to keep an ear to the ground and provide the Product & Design team with much sought-after feedback that can help further improve features.

The CSM also confers with the Tech and Sales team to provide outstanding customer support and step in as customer service at just the right moment.

The Chief Operating Officer (COO) makes sure that operations are running smoothly within the company. They’re always looking to choose the right tools to boost teams’ productivity.

They support the growth of the business by putting processes in place and monitoring their implementation in various departments: Admin, Sales, Legal, Finance, etc.

Their job also requires some on-the-spot problem solving that demands quick decision-making skills.

The COO plays a crucial role in communications by representing the company for partners and customers. But thanks to their involvement across many departments, they also excel at being the point-person for inter-departmental exchanges.

This role, above all, has to match the size of the company. Consequently, in some cases a COO has been known to help with finance management or HR if needed.