Customer Success Manager

This is a fully remote position, open to applicants in France.

📋 Description

• Manage a portfolio of approximately 70 SMB accounts with an ARR between $5k and $15k.

• Enhance account health, retention, and identify expansion opportunities.

• Recognize upsell indicators and contribute to revenue growth.

• Serve as the primary advocate for your customers within the organization.

• Ensure ongoing engagement across your portfolio, avoiding any inactive accounts for over 60 days.

• Maintain a churn rate below 3%.

• Monitor and uphold CRM hygiene, including health scores, notes, next steps, and risks.

• Proactively spot at-risk accounts and implement mitigation strategies.

• Achieve high CSAT/NPS scores through consistent value delivery and communication.

• Oversee the onboarding and activation processes for new customers.

• Collaborate with AEs and Solution Engineers for complex implementations.

• Aim to drive time-to-value to under 14 days whenever feasible.

• Ensure seamless adoption through well-structured onboarding plans.

• Identify opportunities for expansion within your portfolio.

• Work together with Product and Sales on feature-driven upsell initiatives.

• Enhance resolution times through organized follow-up and prioritization.

• Keep track of billing, renewals, and payment statuses.

• Confirm the accuracy of customer data and contract details.

⛳️ Requirements

• Approximately 2 years of experience in Customer Success, Sales Development, Account Executive roles, or similar customer-facing positions.

• Background in a SaaS, technical, or developer-oriented environment.

• Comfort in engaging with technical stakeholders, including Developers, DevOps, and CTOs.

• Basic understanding of cloud infrastructure or the developer tools ecosystem.

• Capability to manage multiple priorities simultaneously in a high-volume environment.

• Strong skills in cross-functional collaboration, particularly with Sales, Product, and Engineering teams.

• Highly organized, structured, and driven by ownership.

• Proficiency in English and French; additional languages are a plus.

🏝️ Benefits

• Flexible Work Setup: Embrace a remote-first culture; work from anywhere with a reliable internet connection.

• Learning Opportunities: Access to professional development and growth support from day one.

• Innovative Environment: Become part of a high-growth startup that is pushing the limits in cloud technology.

• Authentic Culture: Collaborate with a team that prioritizes care, innovation, and customer success.