Customer Success Manager – SaaS

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

📋 Description

• In the role of Small Accounts CSM, you will oversee the adoption, satisfaction, and retention of a portfolio consisting of small accounting practices.

• You will create straightforward and effective onboarding and adoption paths, implement both one-on-one and group actions, and manage account health through data analysis.

• Your goal is to minimize time-to-value, encourage consistent use of Pennylane, prevent customer churn, and identify suitable opportunities for expansion.

• You will categorize your portfolio and establish playbooks based on the type of firm.

• Develop concise, actionable Success Plans with specific milestones (activation, adoption of essential features, and achieving autonomy).

• Establish suitable coverage rituals, including targeted one-on-one meetings, office hours, webinars, adoption initiatives, and self-service content.

• Quickly align the objectives, governance, and success metrics with the firm.

• Plan practical rollouts, utilizing checklists, templates, mini-training sessions (webinars, tutorials), calendars, and tracking methods.

• Monitor early warning signs (declines in usage, recurring tickets, and negative feedback) and implement anti-churn action plans.

• Consistently document activities in Salesforce.

⛳️ Requirements

• At least 2 years of experience in an accounting or auditing firm.

• A solid understanding of accounting fundamentals (not necessarily at an expert level) with a strong enthusiasm for technology.

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

• Strong organizational and prioritization skills in a multi-account environment, with a focus on results.

• A robust data-driven mindset: comfortable with adoption and retention KPIs and diligent CRM follow-up.

• A team player who is curious, proactive, and enjoys tackling challenges.

🏝️ Benefits

• One of the most comprehensive health plans available (Alan Blue and Alan Mind).

• Meal vouchers (Swile card).

• An additional 6 to 12 RTT days on top of 5 weeks of paid vacation.

• Opportunities to enhance your English skills through Busuu.

• A monthly allowance for all Pennylaners to facilitate working from home or from a coworking space.

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

• Allocation of stock options (BSPCE).

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

• A Mac for your work needs.

• We engage in various sports together and prioritize regular company events such as Tech Days (which connect remote Pennylaners every 3 months) and our annual company retreat, which promotes strong team cohesion for everyone.