Customer Success Manager — Key Accounts, Accounting Firms

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

📋 Description

• Oversee the daily interactions with key decision-makers and project teams within the firm.

• Establish and manage governance structures, including steering committees (COPIL), adoption committees, monitoring bodies, and a community of local ambassadors.

• Create and implement adoption strategies for both employees and clients based on analytical data.

• Collaborate with internal specialists at Pennylane (Product, Support, Ops, Sales, etc.) to ensure effective execution.

• Identify potential risks related to satisfaction, rollout, and adoption, and develop appropriate remediation strategies.

• Facilitate the integration and promotion of the Pennylane PA to centralize workflows.

⛳️ Requirements

• At least 5 years of relevant experience.

• Background in SaaS Customer Success with a strong foundation in accounting, or a willingness to enhance this knowledge.

• Alternatively, experience in finance or audit combined with client relationship management that includes a commercial aspect.

• Exceptional client relationship abilities: capable of providing reassurance, structuring discussions, and gaining insights.

• Strong assertiveness: able to deliver clear, diplomatic recommendations and persuade effectively.

• Experience in portfolio management (customer health) and the ability to develop ad-hoc action plans.

• Proficient in data analysis: able to extract insights and prioritize tasks accordingly.

• Skilled in project management: adept at coordinating multiple stakeholders with diligence and independence.

🏝️ Benefits

• Comprehensive health insurance plan (Alan Blue and Alan Mind).

• Meal vouchers (Swile card).

• Additional 6 to 12 RTT days beyond 5 weeks of paid vacation.

• Opportunities to enhance your English skills through Busuu.

• Monthly allowance for all Pennylaners to support remote work or coworking space use.

• Convenient access to our offices, located just minutes from Saint-Lazare in central Paris.

• Allocation of BSPCE (employee share options).

• Access to 8,000 gyms throughout France and over 300 wellness activities via our partner Gymlib.

• A Mac laptop provided for work.

• Regular sports activities and company events such as Tech Days (bringing remote Pennylaners together every three months) and an annual company retreat, promoting strong team cohesion.