Since 2014, Wiremind has positioned itself as a technical company transforming the world of transport and events with a 360° approach combining UX, software, and AI.
Our expertise lies primarily in optimizing and marketing our clients' capacity. We work on various projects such as ticket forecasting and pricing, 3D optimization of air freight or scraping competitor prices. Our applications are the preferred tool of companies such as SNCF, United Airlines, Qatar Airways or even PSG to visualize, analyze and optimize their capacity.
Dynamic and ambitious, we strive to maintain our technical DNA which is the engine of our success. The company, profitable and self-financed since its creation 10 years ago, is mainly composed of engineers and experts and currently supports the growth of our business model based on "software-as-a-service" solutions.
Your missions 🚀
As a Customer Success Manager, you will play a critical role in ensuring the alignment of customer expectations with our solution. Your focus will be on maintaining product reliability and achieving high levels of client satisfaction.
In this role, your responsibilities will span across customer support, proactive client care, and daily operations management, with additional tasks specific to our product and industry.
In practice – even though there is no typical day – your main missions will be:
Advanced Technical Support
- Analyze and resolve technical tickets related to user interface, data or predictive models for CAYZN and CAYZN AI products
- Reproduce client issues in controlled environments to validate bugs and isolate root causes.
- Diagnose complex technical issues and escalate them to the Product, Data Science, or Engineering teams when needed.
- Provide clear, pedagogical explanations of system behavior to technically mature clients
Client Relationship & Satisfaction
- Build proactive, trust-based relationships with customers to help them maximize value from CAYZN.
- Act as the main point of contact for support-related matters, working closely with Account Managers.
- Manage escalation processes for high-impact or critical issues with responsiveness and professionalism.
Collaboration & Continuous Improvement
- Collaborate with Product, Account Management, and Marketing teams to relay actionable client feedback.
- Improve internal and external knowledge bases with relevant documentation on recurring cases.
- Enhance our support ecosystem by improving diagnostic tools, log systems, and CRM/ticketing workflows.
- Define and monitor KPIs to track customer satisfaction and drive support quality improvements.
Your profile 🔍
- You already have a first successful experience in a customer-focused role, preferrably in the tech or SaaS industry
- You have a first technical background which helps you understand software-related requests
- You have a customer-centric mindset and are able to understand client issues and anticipate their needs
- You possess strong analytical and troubleshooting skills with the ability to diagnose issues, escalate when necessary, and follow through to resolution
- You have an attention to details that allows you to recognize bugs or inconsistencies on datasets
- You can lead a project and coordinate a roadmap in great autonomy, using modern tools (e.g. Notion, Figma, Linear, Slack, etc.)
- You have great interpersonal skills to interact and communicate well, at all levels, in French and English
Our benefits 🤌
By joining us, you will integrate:
- A self-financed startup with a strong technical identity! 🧬
- Beautiful 700 m² offices in the heart of Paris (Bd Poissonnière) ✨
- Attractive remuneration indexed on performance 💪
- A caring and stimulating team that encourages skills development through initiative and autonomy
- A learning environment with opportunities for evolution 🧑💻
You will also benefit from:
- Training on demand💡
- A hybrid policy: 2 days of remote work per week and the possibility to work occasionally from abroad 💻
- A great company culture (monthly afterworks, regular meetings on technology and products, annual off-site seminars, team-building…)
- An annual budget for your IT equipment
- A partnership with the People & Baby network of inter-company nurseries to help with childcare for children aged 0 to 3 🐣
Our Recruitment Process 🤞
- A screening interview with Anne-Laure, our Senior Talent Manager
- An interview with Arthur the manager and Head of Product Marketing & Customer Success
- A technical test or case study to be prepared
- A technical interview at our offices to discuss your technical test with Arthur and an other member of the team
- A culture fit interview with Colin (CEO)
Wiremind is committed to equality of opportunity, diversity, and fairness. We encourage all candidates with the necessary experience to apply for our job offers.
