Customer Success Manager – Lead Factory

Customer Success Manager – Lead Factory

Lead Factory is Concentrix's innovative solution to accelerate lead generation and commercial efficiency. Combining artificial intelligence, automation, and B2B expertise, the platform optimizes data quality, increases conversions, and supports sales teams in achieving their objectives.

As a Customer Success Support (CSS) Lead Factory, you will be the key contact for clients and internal teams. Your role is to ensure project success, client satisfaction, and solution adoption. As a Customer Success Specialist, you will be directly involved in the management and support of Lead Factory customer operations. You will take charge of onboarding, training, and follow-up, ensure data quality and availability, and act as the main point of contact for daily client needs.

Responsibilities:

• Assure client onboarding and training on Lead Factory.
• Accompany clients in defining their B2B data needs and lead generation, both strategically and technically.
• Monitor campaign performance and recommend continuous optimizations.
• Develop a trusted relationship with clients and identify cross-sell/upsell opportunities.
• Be the voice of the client internally and share feedback to improve the product and services.
• Prepare and lead quarterly performance reviews (QBR).
• Supervise campaign execution and ensure SLA compliance.
• Coordinate and ensure client training and onboarding on Lead Factory.
• Prepare deliverables (validation, cleaning, formatting) for client use.
• Monitor campaign progress, analyze performance, and ensure SLA compliance.
• Resolve client issues and escalate difficulties if necessary.
• Keep clients informed about progress, performance, and results.
• Collect client feedback and share it with Product and Development teams.
• Contribute to reporting and review sessions with clients.

Profile sought:

• Proven experience in customer relationship management.
• Ability to manage multiple projects simultaneously.
• Knowledge of data processing (validation, cleaning, formatting).
• Strong organizational skills, with the ability to set and manage priorities effectively.
• Good understanding of data environments and B2B.
• Excellent communication and interpersonal skills, service and results oriented.
• Strong interest in innovation, automation, and SaaS solutions.
• Professional proficiency in English and/or French.
• Advanced proficiency in Excel.

Eligibility conditions for internal candidates:

• Six months tenure in the same position and project.
• Monthly performance above 80% for the last three months.
• Proven professionalism: no sanctions received in the last six months.

What we offer:

• Opportunity to join an international and multicultural team.
• A strategic role at the heart of a rapidly growing offering.
• A chance to directly influence the evolution of the Lead Factory product.
• An agile, collaborative, and innovation-driven environment.

Location: MDG Antananarivo - Zone FUTURA Andranomena

Language Requirements:

Time Type:

Full time