Customer Success Manager - Paris

Long term
Paris, France
Partial remote possible
5 yrs of exp.
Posted on 05-23-2022


Powering traceability and transparency for consumer goods, beauty, food and apparel companies worldwide, to create more impact by way of ensuring standards are met every step of the way.

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Sourcemap is the leading provider of supply chain mapping, traceability, and transparency software. We are the only full suite supply chain transparency and traceability solution on the market. Our clients include category-leading global brands, manufacturers and suppliers across the food & agriculture, fashion, beauty, manufacturing and electronics industries. We turn these clients into best-in-class responsible sourcing organizations. We seek committed individuals who will join our team to support our award-winning, values-led work and to tackle important supply chain challenges in a dynamic startup environment.

Job Description:

Sourcemap is seeking an experienced Client Success Manager (CSM) [Apparel and Textile], to join our growing Client Success team. For this position, you will serve as a trusted advisor to Sourcemap’s clients by enabling them to use Sourcemap’s products to achieve their business goals. You’ll partner with clients to expand their use of Sourcemap products and develop and execute success plans: organizational, programmatic, and technical strategies to meet their business objectives and stakeholder goals. Further, you will recommend best practices and organizational changes to accelerate their onboarding and success plans. Your role will be key to ensuring client success, retention, and growth by maximizing value through great client relationships and experiences. Sourcemap is headquartered in New York City, with an office in Paris. This position is for our Paris office, with an option to work remote two days a week.


  1. Client Strategy: Manage all post-sales activity for assigned portfolio of clients through strong relationship-building, product knowledge, planning and execution to maximize return on investment from Sourcemap services and products through the annual client lifecycle; this includes crafting joint client success plans, facilitating workshops with clients on best known practices, and leading executive business reviews with key decision makers to ensure effective progress toward the strategic goals and desired business outcomes for your portfolio of large enterprise clients
  2. Client Satisfaction & Retention: Ensure at least 90% renewal of assigned client portfolio, net dollar retention, and maintain a minimum average NPS score
  3. Client Advocate: Collaborate closely with internal teams, particularly Sales and Product, to ensure alignment with client success systems and client goals, establish effective feedback mechanisms, and evangelize client success stories
  4. Other duties as assigned

Experience Requirements:

  • 5+ years relevant work experience and demonstrated success in client-facing customer success, account management or strategic consulting role
  • Experience deploying large-scale technology solutions for Fortune 500 companies, with a preferred focus on supply chain transparency, sustainability, or international business
  • Familiarity and experience with apparel and textiles
  • Experience working in a dynamic, fast-growing organization (preferred)

Skills & Qualifications:

  • Excellent customer service skills, ability to work under pressure while maintaining a professional demeanour
  • Strong relationship builder, with excellent communication skills and ability to convey complex concepts with ease to a broad range of partners, from senior executives to day-to-day users of Sourcemap
  • Detail-oriented with steadfast organizational and project management skills, while maintaining a focus on long-term vision and goals
  • Self-starter and creative thinker with the ability to work with a high degree of independence
  • Ability to multitask, prioritize and manage time effectively in order to meet demanding deadlines
  • Ability to adapt quickly and be agile in a fast-moving environment
  • Enthusiastic and positive team player
  • Experience with Hubspot, Salesforce, or other CRM
  • Proficient in English and an additional language (e.g. French, Spanish, Mandarin) (preferred)

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