Job Description

Roles & Responsibilities

Job Objective: To secure the adoption of the loyalty application by managing a portfolio of B2B clients (building materials retailers). The goal is to maximize the ROI of membership programs (mobile application) and ensure subscription renewals. Main Responsibilities: Client Onboarding: Support new clients in the technical and strategic setup of their loyalty program. Adoption Monitoring: Analyze application usage data by clients and end consumers. Strategic Consulting: Propose engagement campaigns (promotions, challenges, rewards) to boost customer engagement. Retention and Renewal: Monitor the health of client accounts (Health Score) to identify churn risks. Account Expansion: Identify upselling/cross-selling opportunities for premium features. Voice of the Customer (VoC): Relaying customer experience feedback to product teams to improve the application.

Desired Candidate Profile

• Experience: 3-5 years of experience in Customer Success, ideally in the SaaS, E-commerce or Retail Tech sector.
• Technical skills: Proficiency in CSM tools (Gainsight, ChurnZero), CRMs (Salesforce, HubSpot) and data analysis tools (Tableau, Looker).
• Sector expertise: Solid marketing culture linked to loyalty mechanisms, customer data (CDP/CRM) and purchasing journeys.
• Soft Skills: Excellent communication, results orientation, strong listening skills and negotiation skills.
• Languages: Fluent in English and French, both spoken and written.