Portfolio management of +150 SMB e-commerce clients in various industries across Europe
Build, nurture and strengthen relationships with your client portfolio to ensure long-term retention.
Define and execute tailored success plans aligned with each client’s objectives.
Drive product adoption and engagement to maximize perceived value and integration into clients’ operations.
Identify upsell and cross-sell opportunities to expand account value and contribute to revenue growth.
Own and secure contract renewals.
Leverage data to monitor accounts health, anticipate churn risks and optimize customer satisfaction.
Design and implementation of scalable & automated approaches
Optimize key milestones of the low-touch customer journey to support a growing client base while improving efficiency and reducing manual effort.
Design, execute and iterate on targeted lifecycle campaigns (email, in-app…) to drive client engagement and product adoption.
Organize and deliver different education formats (webinars, group sessions…) to increase client autonomy and accelerate time-to-value.
Build, document and maintain structured playbooks to standardize best practices.
Develop and continuously enrich a self-service knowledge ecosystem (academy, resources…) to empower clients and reduce dependency on CSM actions.

Proven experience as a SMB Customer Success Manager, Account Manager or a similar client-facing role in a SaaS environment.
Relationship management: ability to establish trust and credibility with various stakeholders (from day to day users to executive sponsors).
Tooling & systems agility: ability to leverage tools to replace manual work and scale impact (CRM & CS platforms, marketing automation tools…).
Process design & structuring: ability to turn messy client interactions into repeatable processes.
Data driven decision making: ability to prioritize and act based on signals (adoption, engagement, health score, churn risk…) rather than intuition.
Iteration & experimentation mindset: ability to test, learn and continuously improve.
Autonomy & ownership: ability to build from scratch with rigor and method.

**A challenging and learning environment: **we value high standards and empowerment. We always strive to make our employees grow to stay at the forefront of the market by knowing and using effective, up-to-date tools, frameworks, and processes!
**Flexible hybrid remote model: **work from our Paris office or fully remotely, as long as your located in France. We know that everyone has their own way of working that best fits their lifestyle and needs.
**International environment: **join a diverse team with **10+ nationalities **where English is our official language.
**People-centric company: **we believe that happy and healthy collaborators can achieve great things. Investing in their wellbeing is investing in our success.
Fun workplace where connections thrive: we value human connections and a collaborative work environment. That is why we organize opportunities to spend time together, whether physically or remotely.
Swile card: Meal vouchers and more than €500/year for green transport subsidies (public transport, bike purchases, protective gear etc.).
33 days of paid time off per year: a generous PTO policy to support your work-life balance.
Work from home set-up: Get up to €500 to create an optimal home office with a desk and/or chair.

Customer Success Manager, SMB

Key skills