Lead customer onboarding and drive adoption through structured success plans aligned to GitGuardian's maturity framework
Run recurring cadence meetings with enterprise stakeholders (security leaders, engineering teams, admins, and executives) to track progress, identify risks, and accelerate value realization
Build and maintain stakeholder maps, ensuring multi-threaded relationships and proactive expectation-setting across the customer organization
Translate customer needs into actionable internal requests, coordinating with Sales, Support, and Product teams to ensure seamless resolution
Monitor adoption metrics and health signals to identify expansion opportunities and flag churn risks early, working with Sales on commercial next steps
Deliver Quarterly Business Reviews (QBRs) that demonstrate measurable outcomes and align on strategic priorities
Create scalable artifacts—success plans, onboarding timelines, enablement materials, and structured product feedback—to improve the customer journey
Maintain exceptional responsiveness with clear written follow-ups, ensuring customers always know what happens next

English fluency (company language, international customers)
Proven experience as a Customer Success Manager in B2B SaaS, successfully managing complex enterprise customers with multi-year agreements and multiple internal user groups—building adoption plans, aligning stakeholders, proving ROI, and improving retention/renewal outcomes.
Deep understanding of CSM core motions: onboarding, success planning, health/risk management, and cadence/QBR execution
Strong enterprise stakeholder management skills—you can build stakeholder maps, identify engagement gaps, and navigate complex organizational Enterprise dynamics
Excellent customer empathy and active listening: you use discovery-style questioning to understand customer goals and confirm priorities before proposing solutions
Customer-first mindset with the ability to prioritize customer experience over rigid process when needed, while maintaining internal alignment
Project management fundamentals: you can run lightweight plans with milestones, owners, dates, and risks while keeping cross-functional teams aligned

Package that includes BSPCE
Lunch voucher (Swile, 12€ at 50%)
Sponsored Wellpass (gymlib)
Non-charged health insurance for children (Sidecare / Generali)
Up to €300 to improve your home office set-up
Yearly holiday allowance
Referral bonus of 4000€ for any new Guardian we might hire thanks to you
Team building: monthly budget dedicated to each employee that you can spend as you wish, with colleagues (latest examples to date: Michelin star restaurant, karaoke, stand-up show, kitesurfing week-end, ...)
Opportunities for career development in the long term

Customer Success Manager – EMEA

Key skills