Customer Success Manager

SCOR Digital Solutions is a global insurance consultancy helping insurers worldwide to grow sustainably. A critical part of the SCOR Group, we are specialised in developing industry-leading digital solutions for every part of the consumer journey, from underwriting, to engagement, to claims. By combining SCOR's comprehensive data and analytical expertise with the award winning capabilities of our in house product and technical teams, our solutions are helping insurers to transform the experience of their consumers worldwide.

As Customer Success Manager, you will play an essential role in managing integration related support cases, ensuring smooth onboarding, and maintaining high customer satisfaction. The ideal candidate will have a deep understanding of SaaS platforms, technical integrations, and customer centric project delivery and is able to connect people and technology.

This job has a broad remit encompassing - but not limited to - the work areas below:

• Define the goals, scope, budget, and resources of a project with all stakeholders.
• Own and manage the lifecycle of integration related support cases, ensuring timely resolution and high customer satisfaction.
• Serve as the primary liaison between clients and internal teams (engineering, product, configuration, support) to resolve technical and integration challenges.
• Understand each client's architecture and business processes to guide integration best practices and identify potential friction points.
• Collaborate with implementation teams to ensure smooth onboarding and handover of integration cases.
• Monitor and report on integration health, usage patterns, and case trends to proactively address issues.
• Maintain detailed documentation of integration scenarios, resolutions, and lessons learned to support continuous improvement.
• Contribute to the development of integration playbooks, knowledge base articles, and self service tools.
• Support change management efforts when clients update their systems or workflows that impact the SaaS integration.
• Lead and manage digital projects from inception to completion, ensuring alignment with strategic goals.
• Oversee the implementation and lifecycle of SaaS software solutions, ensuring seamless integration and user adoption.
• Establish and optimise project management processes and workflows to enhance efficiency and scalability.
• Collaborate with cross functional technical teams to ensure technological feasibility and innovation in project delivery.
• Facilitate communication between project participants and translate complex requirements for non technical stakeholders.
• Provide regular progress reports and maintain proactive communication with clients.
• Collaborate with project managers to improve processes and make sure to optimise for client delivery.

The successful candidate for this job will be enthusiastic about the responsibilities above, and will have a skillset which complements the job well, including:

• Strong understanding of software integration, APIs, and cloud based platforms.
• Ability to analyse technical issues and coordinate cross functional teams to resolve them.
• Familiarity with change management practices in a SaaS environment.
• Strong drafting skills for functional documentation and client communication.
• Ability to set up and refine operational processes in dynamic environments.
• Understanding of modern technology stacks and software development practices.
• Excellent communication skills in English and French, Spanish is a nice to have.

• Proven experience in SaaS project management and customer success.
• Experience with agile methodologies and structured project management (e.g., V Model).
• Experience with documenting processes and creating support materials.
• Proficiency in tools such as Jira, Confluence, SharePoint, and Power BI.

• Be part of an international culture with tech specialists.
• Medical allowance and pension plans.
• Remuneration policy.
• Green policy.
• Evolve in a stimulating and challenging environment.
• Share and learn with a passionate international community.
• Evolve in a start up mentality.

The company working language is English. All employees should speak, read and write English to a sufficient level in order to communicate and operate effectively in the organisation.

You can expect the following stages:

Interview with the hiring team & manager (online or in person)

Written test or case study

If you feel you have something unique to bring, make your case by getting in touch. We'd love to hear from you.

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