Customer Success Manager – Medium Accounts

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

📋 Description

• In the role of Customer Success Manager for Medium Accounts, your primary responsibilities include driving adoption, ensuring satisfaction, maintaining retention, and facilitating the growth of a portfolio of mid-sized firms, each managing between 150 and 300 client files.

• You will serve as a strategic partner to the firms within your portfolio, assisting them in their digital transformation journey with Pennylane, which encompasses platform adoption, enhancement of business practices, optimization of internal management, and the recommendation of additional services to their clients.

• Take charge of the firm relationship following the completion of migration, providing a high-value customer experience.

• Maintain elevated levels of customer satisfaction through a proactive approach while enabling firms to assume responsibility for the actions necessary to unlock value (CSAT).

⛳️ Requirements

• A minimum of 2 years’ experience in an accounting/audit firm, B2B SaaS Customer Success, or client-side project management, ideally with a focus on managing a high-volume portfolio.

• A solid understanding of accounting fundamentals (not necessarily at an expert level) along with a keen interest in technology and business transformation.

• Exceptional interpersonal and teaching abilities; capable of simplifying complex topics and persuading stakeholders effectively.

• Strong organizational and prioritization capabilities in a multi-account setting, with a results-oriented mindset.

• A robust data-driven culture: comfortable with tracking adoption and retention KPIs, and diligent about CRM follow-ups.

• A team player who is curious, proactive, and driven by challenges.

🏝️ Benefits

• One of the leading health plans available on the market (Alan Blue and Alan Mind).

• Meal vouchers provided through the Swile card.

• An additional 6 to 12 RTT days in addition to 5 weeks of paid leave.

• A dedicated monthly budget for all Pennylaners to support remote work or use of coworking spaces.

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

• An allocation of BSPCE (stock options).

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

• A Mac computer.

• We regularly engage in sports together and make it a priority to gather frequently for company events, such as Tech Days (which provide an opportunity for remote Pennylaners to meet every 3 months) and our annual company retreat, fostering strong team cohesion.