Customer Success Manager

💡 What We Do

At DataHawk, our mission is to accelerate the business performance of brands, sellers, and digital agencies on e-commerce marketplaces.

In more concrete terms, we support brands, sellers, and agencies that navigate the competitive world of e-commerce to increase their profitability (top and bottom line) and develop their awareness. To do so, we built a robust and smart marketplace analytics solution that provides our customers with ready-to-use, and fully customizable KPIs and dashboards. It automates data collection, simplifies data management, and integrates seamlessly with major business intelligence (BI) tools, such as PowerBI, Google Sheets, Tableau, and more. Since 2017, we have helped hundreds of brands increase their revenue by an average of 130%.

🦅 Who We Are

DataHawk was launched in late 2017 originally as a side business by Isaac DUPLAN, Sylvain PAGET, and Othmane SGHIR and was bootstrapped for two years until the summer of 2019. We then raised a financing round of $1M in June 2019 and $7M in June 2021, which helped us grow the team.

Beginning 2023, we're a team of 30 Hawkers divided into 3 departments - Go-to-Market, Operations, and R&D - based in France, the United States, Senegal, and Morocco.

The recipe to join DataHawk?

When we look for new Hawkers, we like to check if you'll bring a few of the following ingredients: a large handful of curiosity, a few grams of constructive criticism, tons of passion, and a cup of pragmatism. All this sprinkled with optimism and a sense of celebration.

💎 Who We Are Looking For

In a context of growth and important transformation - from SMB to Mid Market and Enterprise Business - DataHawk's Customer Success team is looking for a new recruit to accelerate the company's revenue and awareness around the world.

As Customer Success Manager, you will work with William (Head of Customer Success), Michel (CEO), and the CS team to engage and take care of DataHawk's customers - Amazon/Walmart resellers, brands, sales aggregators, and agencies-.

• Develop strong eCommerce expertise and DataHawk's product proficiency and convey it to customers
• Listen to, analyze, and quickly understand customers' challenges and business needs - even the ones behind the scenes -
• Help customers attain their business goals and reach estimated ROIs by nurturing relationships and leveraging DataHawk's solution
• Provide hands-on proactive support to customers, from onboarding to successful implementation and in-depth utilization
• Increase customers' usage and retention leading to upsell
• Monitor performance through key Customer Success KPIs such as NPS, CSAT, and retention rates
• Show proactivity in keeping up to date with product developments, knowing how to present them, and bringing up the needs of the market to the Product team to make the roadmap evolve
• Work with the Product team to build customized dashboards during customers' onboarding
• Work with the Marketing team to develop customer success collaterals - such as success stories

• You are curious - this is our number one must -, passionate, and like to take challenges
• You are a creative problem-solver and do whatever it takes to get the job done: facing roadblocks, staying persistent, and learning along the way
• You are a team player and you proactively build relationships with your colleagues to update them on activities
• You are 100% fluent in English - if you're native, it's a real plus -
• You have strong experience working for an Amazon seller, brand, or agency
• You have experienced a customer-facing role, preferentially as a CSM or AM in a SaaS company
• You are an effective and empathetic listener
• You are a communicator, keen on writing and persuasive speaking skills
• You are a highly analytical mind and know how to adapt to each new situation

• If you don't tick all the boxes, but have some great things to share with us, we'd love to hear from you.

• You are interested in data visualization
• You know how to use Power BI, Looker Studio, and/or another BI solution
• You are a fluent or native Spanish or German speaker

• Step 1: Discovery Call with William, our Head of CS - 30'
• Step 2: Case Study Presentation with William and Michel, our CEO - 60'
• Step 3: Culture Interview with Sylvain, our CTO, and a team member - 60'
• Step 4: Founders Call with Isaac (CPO) and Othmane (COO) - 30'

• Contract Type: Full-Time
• Start Date: Fall 2023
• Location: Paris, France (75011) - Rue de Nice (headquarters)
• Salary/OTE: 45,000€ - 60,000€ depending on profile
• Salary Structure: Base (70%) Variable (30%)

😻 What To Benefit From

#1 - Continuous Learning: Beginning of 2023, our well-being survey revealed that 80 % of Hawkers consider that they are learning every day and that 90% of Hawkers feel like their manager shows a genuine interest in their growth. Joining DataHawk, you will be part of a team building a cutting-edge company, with of people willing to help, share knowledge, and motivate one another. A team of smart and altruistic minds that have a true passion for what they do and a heart for the people they work with.

#2 - Fair Care & Perks: We take care of Hawkers: most premium Alan's health insurance with 100% coverage for you and your kids, Swile meal tickets of 11,38€ per day, Sustainable mobility package (Forfait Mobilités Durables) of 45€ per month, competitive Gymlib pass, and continuous learning opportunities for full-time employees based in France. Elsewhere, our goal is similar.

#3 - Hybrid Remote & Sharing Culture: Hawkers enjoy flexibility as much as they commit to teamwork at the office. Either you choose to benefit from our office HQ if you live in Paris or around (with 1 to 2 days of remote per week), or to be remote-first if you are based outside of the Paris area. Once a month, we all meet for 2 days at the office to run team rituals and enjoy some time off together. The office is warm and welcoming: you'll find a vast open space with areas to relax and a pool table.

HQ Location: 3 rue de Nice, Paris, France (75011)