Customer Success Advocate Full Time NEW

The Customer Success Advocate at Esker helps customers maximize the value of Esker’s automation solutions by driving product adoption, improving operational efficiency, and ensuring long-term customer satisfaction.

In this role, you will manage relationships with a portfolio of customers, analyze usage and success metrics, and proactively recommend improvements that help customers achieve their business objectives. You will act as a trusted advisor while contributing to customer retention, NPS improvement, and churn prevention.

Key Responsibilities

• Manage and develop relationships with a portfolio of customer accounts within the Customer Success Engagement Program.
• Act as the primary point of contact and trusted advisor for assigned customers.
• Conduct regular customer success and business reviews to evaluate product adoption, performance, and business outcomes.
• Monitor customer health indicators, usage metrics, and KPIs to ensure customers maximize the value of Esker solutions.
• Proactively identify risks to customer satisfaction and adoption, implementing action plans to reduce churn and support long-term retention.
• Contribute to improving customer satisfaction and Net Promoter Score (NPS) by delivering a high-quality customer success experience.
• Provide recommendations to optimize system usage, including dashboards, reports, templates, and workflows.
• Collect and communicate customer feedback to internal teams to support continuous product and service improvements.
• Collaborate with Support, Professional Services, Sales, Marketing, and Administration to resolve issues and improve customer outcomes.
• Identify opportunities for account growth or additional value creation in collaboration with internal teams.
• Undertake Customer admin and user “train the trainer” approach of the Esker solution to the customer.

Education

Bachelor’s degree or equivalent professional experience.

Experience

• Minimum 2 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role.
• Experience managing multiple customer relationships.
• Experience in SaaS or technology environments is a plus.

Skills & Competencies

• Strong communication, organisation and relationship-building skills.
• Analytical mindset with the ability to translate insights into actionable recommendations.
• Strong problem-solving and organizational skills.
• Ability to collaborate effectively with cross-functional teams.
• Customer-focused mindset with attention to detail and ownership.
• Empathy, active listening and a strong sense of service

Technical Skills

• Microsoft Office tools.
• Familiarity with Salesforce, Power BI, or other web-based tools is a plus.
• Basic understanding of system configuration and reporting.
• Knowledge of finance processes, JavaScript/TypeScript, or AI tools is an advantage.

Additional Requirements

• Ability to travel to customer sites for Customer Success engagements or onsite training or travel to Esker headquarters in Lyon when needed.
• During the 6 month probationary period you will be expected to work from the office 3-4 days per week. This will reduce to 2-3 days in the office after the probationary period.