Customer Success Manager - English & French Speaking

Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours.

Customer Success Manager

Reporting to our Manager of Customer Success SMB, EMEA, you will have the opportunity to be a key asset in developing and executing our strategy. This is an exciting opportunity for someone with a solid grasp of customer success processes who’s looking to take their expertise and build something new! You’ll develop & implement new processes, drive the results of the initiative, and serve as a go-to resource for other team members.

Responsibilities

• Acting as the first point of contact for all SMB clients' journey with Beyond
• Hosting training webinars on revenue management best practices and how to effectively use our tool to increase revenue
• Performing regular check-ins with key stakeholders to ensure customer goals are being met
• Proactively managing relationships with accounts to maintain overall customer health
• Monitoring and reporting on the health and risk of accounts
• Securing annual subscription renewals
• Responding to requests for support in a timely manner
• Documenting learnings to assist troubleshooting efforts of other team members
• Proactively creating expert customer content (e.g. helpdesk articles, videos, training quizzes) to guide our customers
• Contributing to the development of customer support processes as our customer base continues to grow

Key Attributes

• Curious: you are curious by nature and have a knack for learning the ins and outs of software and a desire to dive into issues to understand what is going on beneath the surface
• Empathetic: you are able to understand customer pain points and have a genuine desire to help our customers resolve issues
• People and Customer-Centric: you enjoy working with people and are driven to provide an excellent customer experience. You pride yourself on going above and beyond for teammates and customers
• Creative: you have the drive to identify creative ways to improve the customer experience and suggest new, out-of-the-box ideas

Experience Required

• 1 to a maximum of 2 years of relevant experience in Customer Success Manager/Account Management
• Full proficiency in French and English
• Experience communicating difficult, technical concepts with customers in a professional and thoughtful way
• Experience balancing multiple tasks and customer needs simultaneously, with the ability to prioritize your workday independently
• Ability to work in a fast-paced environment
• Experience working with software (SaaS exposure)

Benefits

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site.

Diversity, Equity and Inclusion

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short‑term rental managers succeed relies on us building a dynamic and diverse team.