This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, SMB based in France.
This role is an opportunity to join a fast-paced, globally distributed organization shaping the future of work through modern employment infrastructure. You will own the end-to-end post-sales journey for a portfolio of SMB customers, ensuring they successfully onboard, adopt, and scale within the platform. Acting as a trusted advisor, you will build strong relationships, monitor account health, and proactively prevent churn while identifying expansion opportunities. The environment is highly autonomous, async-first, and data-driven, requiring strong ownership and structured execution across a high-volume book of business. You will collaborate closely with Sales and cross-functional teams to align expectations, resolve issues, and continuously improve the customer experience. This is a role for someone who thrives in dynamic, global settings and enjoys combining operational rigor with meaningful customer impact.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, SMB based in France.
This role is an opportunity to join a fast-paced, globally distributed organization shaping the future of work through modern employment infrastructure. You will own the end-to-end post-sales journey for a portfolio of SMB customers, ensuring they successfully onboard, adopt, and scale within the platform. Acting as a trusted advisor, you will build strong relationships, monitor account health, and proactively prevent churn while identifying expansion opportunities. The environment is highly autonomous, async-first, and data-driven, requiring strong ownership and structured execution across a high-volume book of business. You will collaborate closely with Sales and cross-functional teams to align expectations, resolve issues, and continuously improve the customer experience. This is a role for someone who thrives in dynamic, global settings and enjoys combining operational rigor with meaningful customer impact.
Accountabilities:
- Manage the full post-sale customer lifecycle, including onboarding, adoption, operational reviews, renewals, and ongoing account health monitoring for SMB clients.
- Serve as a trusted advisor, building strong relationships and ensuring customers derive maximum value from the platform.
- Own churn mitigation end-to-end, proactively identifying risks and executing structured recovery and retention plans.
- Conduct regular business reviews (QBRs) and identify qualified upsell and cross-sell opportunities, coordinating with Sales teams for follow-up.
- Track account health metrics and maintain strong data hygiene across CRM and customer success systems to ensure accurate reporting.
- Collaborate cross-functionally with Sales, Support, and Operations to resolve customer issues and align on expectations.
- Gather and translate customer feedback into actionable insights to improve product, processes, and customer experience.
- Leverage approved automation and AI tools to improve efficiency in account management, documentation, and customer communication.
- Maintain structured documentation of customer interactions, risks, and opportunities across the SMB portfolio.
- Proven experience in Customer Success, Account Management, or similar customer-facing roles, ideally managing a high-volume SMB portfolio.
- Strong ability to manage 50+ accounts with consistency, resilience, and operational discipline.
- Experience independently owning churn prevention and retention strategies end-to-end.
- Strong commercial mindset with the ability to identify and drive expansion opportunities.
- Excellent communication skills in English, both written and spoken, with the ability to engage clearly with diverse stakeholders.
- Strong problem-solving skills and ability to turn customer challenges into structured action plans.
- Experience working cross-functionally with Sales and internal operational teams.
- High level of organization, attention to detail, and ability to manage competing priorities.
- Comfort using CRM systems and customer success platforms (e.g., Vitally or similar).
- Nice to have: experience with AI tools, automation workflows, or SaaS environments.
- Competitive compensation package with performance-based variable component (OTE structure).
- Fully remote, async-first working environment.
- Flexible working hours allowing strong work-life integration.
- Generous paid time off policy.
- 16 weeks of paid parental leave.
- Stock options as part of long-term incentive alignment.
- Learning and development budget for continuous growth.
- Home office setup allowance and internet support.
- Global, distributed team culture across multiple continents.
- Mental health and employee wellbeing support services.
- Opportunities to work in a fast-scaling global tech environment redefining employment solutions.