Customer Success Specialist - Business Information

About the role

Coface, a global credit insurance and risk management group with more than 75 years of experience, is looking for a Customer Success Specialist for its Business Information customers. The role helps customers adopt the solutions successfully and realise lasting value, managing the post-sales journey from onboarding through enablement, product usage and customer health. It is a collaborative, customer-facing position working closely with Account Managers and the operational, product and technical teams.

Key responsibilities

• Lead customer onboarding from handover through activation and go-live, with clear milestones, responsibilities and success criteria.
• Understand customer use cases, workflows and expected outcomes and turn them into practical adoption plans.
• Deliver product training, demonstrations and refresher sessions for users and administrators.
• Guide customers in using Business Information reports, scores, monitoring services, alerts and digital solutions.
• Monitor adoption, usage and engagement indicators and proactively engage customers with low usage or signs of risk.
• Handle functional questions, qualify requests and coordinate technical or operational follow-up with the right support teams.
• Keep customers informed of actions, issues, progress and resolution status.
• Gather customer feedback and represent the customer's voice internally.
• Provide Account Managers with adoption evidence, customer health insights and risk information for account reviews and renewals.
• Identify value-based upsell/expansion signals and share them with Account Management.
• Maintain accurate records of customer success activities in the CRM and support tools, and contribute to scalable onboarding and training practices.

Required profile

• Two years of relevant experience in Customer Success, implementation, account support, customer service, consulting, SaaS, data solutions or another client-facing B2B environment.
• Proven experience supporting customers after contract signature, including onboarding, enablement, adoption or functional product support.
• Experience coordinating actions across commercial, operational, product and technical stakeholders.
• Experience using customer, usage or service data to prioritise actions and identify risks.
• Bachelor's degree or equivalent professional experience in business, economics, customer management, information services or a related field; a qualification in Customer Success, customer experience or project management is an advantage.
• Professional fluency in English and French; additional languages are an advantage.

Required skills

• Strong customer focus and ability to build trusted working relationships.
• Excellent written and verbal communication, with confidence leading customer meetings and training sessions.
• Structured problem-solving, strong organisation and consistent follow-through.
• Ability to translate customer needs into clear functional requirements and internal actions.
• Confidence using CRM, ticketing, reporting and collaboration tools.
• Analytical mindset and ability to interpret usage and adoption information.
• Knowledge of Business Information, credit risk, financial information, data products, monitoring services or APIs is an advantage.

What we offer

• Hybrid position with 3 days of remote work per week, a maximum monthly subsidy of EUR 30 and EUR 12 vouchers per remote day.
• Equipment allowance of EUR 350 for remote work, depending on contract type.
• Contribution towards the purchase of an electric bike, depending on contract type.
• Access to an e-learning platform for learning 6 foreign languages, depending on contract type.