Editorial Success Manager


France 🇫🇷 Remote


Jul 30

This job is no longer accepting applications.

We are looking for someone who:

  • Is whip smart, as demonstrated by career achievements and/or school/university results.
  • Loves storytelling, especially visual storytelling.
  • Has outstanding written and face-to-face communication skills.
  • Can ruthlessly prioritise competing demands, and stay calm under pressure.
  • Has an extremely high bar for quality.
  • Is thorough and detail-oriented.
  • Can learn fast.
  • Gains deep satisfaction from helping others achieve their goals.
  • Is fluent in English, plus another language such as French, Italian, Spanish, or German.  
  • Preferably has experience collaborating with diverse, geographically-dispersed teams.

Core Responsibilities:

  • Become an expert in using Shorthand.
  • Act as the point of contact for all customer accounts assigned to you, and forge deep relationships with key personnel in each customer account.
  • Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals.
  • Provide regular tailored coaching, guidance and training to customers around visual storytelling best practice.
  • Identify opportunities to upsell and expand customer usage, and assist the sales team with the close and continued success plan. 
  • Solicit feedback from customers, and encourage them to leave reviews on G2 and other sites when appropriate.
  • Collaborate with the Marketing team on customer success stories for case studies, newsletters and social channels. 
  • Plan, schedule and present open training events, webinars and workshops organised by us, our partners, our clients or other providers.
  • Assist with the preparation and delivery of training and support resources in varying formats and platforms, including our online Knowledge Base.
  • Identify, participate in and attend industry-relevant conferences and events to learn, network and promote Shorthand.
  • Participate in discussion with the Product team around feature ideas and product improvements, reporting customer feedback and suggestions.
  • Resolve or escalate support issues, and report bugs in the product.
  • Report on performance and outcomes, when requested.
  • In a nutshell, make our customers successful!

Personality Attributes: 

  • You are a proactive self-starter, who does not need to be told what to do and will be resourceful in order to find solutions to any challenge.
  • You thrive in a fast-paced and demanding environment, and possess a high level of intellectual curiosity.
  • You are collaborative, and strive for open, honest and simple communication.
  • You find fulfilment in the job itself, and happiness in a job well done.
  • You love working remotely. 

Experience and Qualifications:

  • A minimum 3 years of experience in journalism, media, or communications.
  • A university qualification in journalism, communications, or a closely related field.
  • Some experience in a Customer Success, Sales, Support, or Service role preferred.

Compensation and Benefits:

  • Competitive salary.
  • Equity options. 
  • Opportunity to work in a fast-paced, high growth SaaS company.
  • Remote working full-time, with allowance for co-working space if required.
  • Unlimited annual leave.
  • Allowance for setting up your home office.
  • Health and Wellness fund to support a healthy lifestyle.

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