Customer Success and Support Manager

About Krafteo

Krafteo is a startup developing SaaS software for planning, site management, and business piloting for VSEs and SMEs in the building sector. Our solution enables companies to plan their sites, track progress in real-time, manage their business, and improve collaboration between field and administrative teams. Krafteo integrates with ProDevis software, a market leader. The company was co-founded with major industry players: ELCIA (leader in carpentry) and Revel’Home. Our mission is to enhance the productivity and structure of building companies through digital solutions. As we grow, we are looking for a Customer Success & Support Manager to support our clients and structure the customer experience.

The Role

Reporting directly to the General Manager, you will play a key role in client satisfaction and retention. You will be at the heart of customer relations, actively contributing to software adoption, continuous product improvement, structuring customer support, and guiding clients in adopting structured processes. Your objective is to make every client an engaged and satisfied user of Krafteo.

Your Missions

• Onboarding & Training: Guide new clients through their startup phase. Organize and lead training sessions (video, phone, or on-site). Help clients structure their processes using the software.
• Customer Success: Monitor clients over time to ensure satisfaction. Maximize software adoption and usage. Identify areas for improvement in their usage. Support leaders and teams in mastering the software.
• Client Coaching: Monthly client support in implementing processes and structuring around KRAFTEO. Adopt a coaching role to help clients overcome adoption barriers.
• Customer Support: Respond to user requests and resolve encountered issues. Continuously improve support quality and speed.
• Product Improvement: Collect and centralize client feedback and needs. Identify pain points and areas for improvement. Liaise with the product team to enhance the platform.
• Support Structuring: Populate and update the FAQ and knowledge base. Document use cases and client best practices. Contribute to structuring support and assistance processes.

Your Profile

• Bachelor's degree (Bac+3) to Master's degree (Bac+5) in business, digital, or university.
• Previous successful experience in Customer Success, client support, or software assistance.
• Comfortable with digital tools and SaaS software.
• Excellent customer service orientation.
• Pedagogical and skilled in user training.
• Organized, autonomous, and solution-oriented.
• Strong interpersonal skills, enjoy helping and building trust with clients.
• Interest in the building sector and business structuring challenges.

Performance Indicators (KPIs)

Your impact will be measured by:

• Customer Satisfaction (CSAT) rate
• Software adoption and usage rate (KRAFTEO SCORE)
• Client retention rate
• Churn rate
• Request resolution time
• Quality of training delivered
• Contribution to continuous product improvement

What We Offer

• A key role in a growing startup.
• Close proximity to founders and the product team.
• Significant autonomy and the opportunity to structure the customer experience.
• A dynamic and entrepreneurial environment.
• Regular team events (afterworks, hackathons, team meetings).
• Position based in Brignais (Lyon).
• A driver's license (Permis B) is desirable for client travel.

Why Join Krafteo?

Participate in the digital transformation of the building sector. Join an ambitious and rapidly accelerating startup. Have a direct impact on client satisfaction and success.

Application

Send your CV and cover letter to: contact@krafteo.com

Key skills/competency

• Customer Success
• Client Support
• SaaS Software
• Onboarding
• Client Training
• Product Adoption
• Relationship Building
• Problem Solving
• Process Improvement
• Client Retention