Customer Success Manager

As a Customer Success Manager based in Tunis, you will help customers achieve measurable business outcomes and maximize the value of their Medius investment. You will play a critical role in driving customer satisfaction, adoption, engagement, and value demonstration across a mid-touch book of accounts, while laying the groundwork for cross-sell and upsell opportunities. You will work closely with customers around the globe, guiding them through their automation journey and helping them optimize workflows and improve efficiency across processes powered by the Medius product suite.

Responsibilities

Conduct regular cadence calls and Customer Business Reviews with mid-touch accounts, translating customer data and process insights into clear business outcomes; Present new product functionality, roadmap updates, and high-level performance KPIs to customers; Prepare, document, and maintain customer success plans, tracking progress and measuring outcomes; Proactively identify opportunities for additional value, modules, or services and support the Account Management team in conversion and expansion efforts; Monitor customer health, identify at-risk accounts, and collaborate cross-functionally to develop and execute mitigation plans; Act as the voice of the customer internally, sharing insights to improve products, services, and customer success processes; Analyze customer data to provide recommendations that increase automation and process efficiency; Guide customers on best practice processes and configuration within the Medius product suite; Inform customers about new features and how they can impact their business; Support clients during test phases and go-live of new features; Interface with peers within the global Professional Services and Customer Success teams

Requirements

1+ years of experience in a customer-facing role such as Customer Success, Sales, Business Development, Consulting, or a similar function; Experience working with accounts payable and/or spend management processes; Prior experience with cloud-based/SaaS IT systems; Bachelor's degree in computer science, Business Administration, Finance, or equivalent field; Strong communication skills with the ability to understand customer needs and build trusted relationships; Solid understanding of business processes with a commercial mindset; Proven ability to identify customer pain points and uncover growth opportunities; Excellent analytical and problem-solving skills with a data-driven approach; Structured work approach with the ability to manage several parallel tasks with quality and control; Proactive, driven, curious, and customer focused; Fluent in English and French (written and verbal)

Nice to have

Experience in Source-to-Pay or Purchase-to-Pay is a strong plus; Experience working as a consultant or advisor in accounting or finance is preferred; Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred; Previous experience with Oracle NetSuite, SAP, Microsoft Dynamics AX/Finance & Operations, Dynamics NAV/Business Central, or Infor M3 is a plus

Benefits

8 TND per day lunch voucher card; Comprehensive medical insurance; 300 TND gym membership; Transportation facilitation, carpooling and up to 200 TND for taxis each month; Team trips and missions; Internal language center; 25 days of paid leave; Eligibility for variable compensation (performance bonus or commission) may be included; Medical, dental, and vision coverage, paid time off, and retirement benefits may be included subject to eligibility requirements