Customer Success Advocate Full Time

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.