Senior Customer Success Specialist

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

📋 Description

• Manage strategic relationships with enterprise customers, ensuring adoption, value, and readiness for renewal.

• Facilitate Quarterly Value Reviews with senior executives and C-level stakeholders.

• Take charge of Red accounts operationally and implement structured recovery strategies.

• Coordinate with internal teams to guarantee timely delivery of actions, bug fixes, and root cause analyses.

• Assist customers during critical compensation review cycles.

• Mentor colleagues to enhance escalation and account recovery processes.

• Align customer priorities with the Product, Engineering, and Support teams.

• Promote cross-functional accountability and rebuild trust in challenging customer relationships.

⛳️ Requirements

• Over 5 years of experience in strategic Customer Success, enterprise account management, or escalation management within a B2B SaaS environment.

• Strong executive presence.

• Proven track record in managing complex, high-pressure customer situations.

• Demonstrated success in revitalizing at-risk enterprise accounts.

• Exceptional project management capabilities.

• Strong skills in influencing across various functions.

• Ability to convert technical updates into clear business implications.

• Proficiency in both English and French.

• This role is non-commercial and focuses on individual contributions.

• No responsibilities related to technical troubleshooting or configuration.

🏝️ Benefits

• A work environment that fosters autonomy.

• The chance to effect significant change in workplace equity.

• Collaboration with a passionate, diverse, and skilled global team.