Own the full customer lifecycle for a portfolio of 80-120 accounts, driving retention and value realization through digital-first engagement and strategic touchpoints, with minimal guidance
Execute complex renewal transactions including multi-product negotiations, pricing discussions, objection handling, and renewal closing, while proactively identifying expansion opportunities
Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, and executing targeted campaigns, webinars, and 1:1 interventions
Collaborate cross-functionally with onboarding, product, sales, and support teams to resolve complex customer situations, and mentor less experienced team members by sharing best practices
Contribute to program improvement by identifying playbook gaps, testing new engagement approaches, and providing strategic recommendations to leadership on Scaled CS effectiveness

Proven customer success or account management experience managing portfolios of accounts independently, preferably in a scaled, digital-first, or SMB environment
Fluent and English fluency (written and verbal)
Strong communication and influencing skills to engage customers and internal stakeholders across multiple channels (email, video, webinars, phone)
Advanced proficiency with CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement and automation tools
Strong analytical and problem-solving skills to interpret customer data, identify patterns, and adapt approaches creatively with limited information
Self-directed and proactive, with the ability to prioritize effectively and make sound judgment calls within established guidelines
Experience with SaaS products or digital analytics tools (Contentsquare, Heap, Hotjar, or similar), with the ability to guide customers on product adoption and value realization
Nice to have: Experience executing renewals or working in a renewals or sales capacity
Track record of creating and executing digital customer engagement campaigns
Experience mentoring or training team members in a CS environment
Deep knowledge of digital experience analytics or product analytics platforms

Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
Work flexibility: hybrid and remote work policies
Generous paid time-off policy (every location is different)
Lifestyle allowance
A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
Every full-time employee receives stock options, allowing them to share in the company’s success
We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
And more benefits tailored to each country

Customer Success Manager, Scaled Programs – French Speaking

Key skills