Senior Customer Success Manager, French Speaking

This is a fully remote position, open to applicants in France, +1 more country.

📋 Description

• Take ownership of the customer journey from the initiation of projects through to launch, adoption, and realization of ongoing value.

• Establish trusted relationships within complex enterprise organizations, engaging with technical, product, eCommerce, digital, and executive stakeholders.

• Comprehend customer personas, objectives, priorities, and influence; align stakeholders around a unified success plan.

• Convert technical concepts, product functionalities, and performance metrics into business value linked to conversion, revenue, customer experience, and operational efficiency.

• Plan and conduct QBRs and EBRs, communicate measurable impacts, facilitate strategic discussions, make recommendations, and align priorities and next steps.

• Identify risks, obstacles, and shifting priorities; lead escalations and maintain customer confidence until resolution is achieved.

• Advocate for customer needs and assess when engineering involvement, prioritization, or alternative solutions are necessary.

• Leverage customer insights, performance data, and eCommerce best practices to deliver proactive strategic recommendations.

• Maintain success plans, stakeholder maps, account documentation, training materials, and agreed actions.

• Collaborate with Account Management to enhance retention and growth while identifying expansion opportunities.

• Enhance onboarding, integration, and customer support processes by sharing scalable best practices.

⛳️ Requirements

• Reside in the EMEA region, preferably in France.

• Fluency in French is mandatory.

• A minimum of three years of experience managing relationships with enterprise customers in Customer Success, Account Management, Solutions Consulting, or a comparable customer-facing role.

• Familiarity with complex enterprise organizations and the ability to build trusted relationships with technical teams, product leaders, eCommerce Directors, VPs, and C-level executives.

• Strong executive presence and confidence in leading strategic customer discussions, including QBRs and EBRs.

• Excellent influencing and stakeholder management skills, with the ability to generate momentum and drive progress without direct authority.

• Strong problem-solving abilities, intellectual curiosity, and capacity to learn swiftly in a dynamic, technically sophisticated environment.

• Experience in eCommerce, digital commerce, search, product discovery, or a related field is highly regarded.

🏝️ Benefits

• A competitive compensation package that includes stock options.

• Fully remote team - you can choose your place of residence.

• Work from home stipend.

• Apple laptops provided for new hires.

• Annual training and development budget for each employee.

• Parental leave available for eligible employees.

• Collaborate with intelligent individuals who will support your growth and help you make a meaningful impact.