Customer Success Manager – Medium Accounts

Role Overview

• Take ownership of the firm relationship once migration is complete and deliver a high-value customer experience.
• Analyze the maturity level, needs, and priority objectives of the firms in your portfolio, and propose a chronological support plan to ensure adoption, retention, and expansion while becoming their strategic partner of reference on the evolution of the accounting profession.
• Identify and remove adoption barriers by leveraging internal resources (training catalogue, technical support, etc.), and ensure proper usage of critical features.
• Ensure a high level of customer satisfaction through a proactive approach, while holding firms accountable for the actions they need to take to unlock value (CSAT).
• Once adoption is secured, guide firms in adopting new business practices, leveraging Pennylane features with high added value: internal management, professional accounts, additional services, etc.
• Play an educational role in firms' and their clients' adoption of regulatory changes, such as the e-invoicing reform.
• Guide firms in adopting Pennylane's new features as the product evolves rapidly.
• Stimulate and inform their thinking about the evolution of their profession and new business use cases.
• Identify expansion opportunities and collaborate with the Account Management (AM) team to convert them.
• Ensure proactive monitoring of success KPIs for each stage of the client journey.
• Manage account health using a health score, and prioritize actions by level of criticality.
• Prevent churn with a strategy to detect weak signals (drop in usage, recurring tickets, dissatisfaction) and by implementing tailored playbooks, leveraging available internal resources.
• Leverage field experience to continuously improve playbooks and CSM processes, and actively participate in creating new resources.
• Document all activity in the CRM (Salesforce).
• Represent the voice of medium-sized firms internally and relay feedback in a structured, prioritized way to inform the product roadmap and optimize support processes.

Requirements

• Minimum 2 years' experience in an accounting/audit firm, B2B SaaS Customer Success, or client-side project management, ideally with a high-volume portfolio.
• Solid accounting fundamentals (not necessarily expert level) and a strong appetite for technology and the transformation of the profession.
• Excellent interpersonal and instructional skills; ability to simplify complex topics and persuade stakeholders.
• Strong organizational and prioritization skills in a multi-account, results-oriented environment.
• Strong data culture: comfortable with adoption and retention KPIs, and rigorous about CRM tracking.
• Team player with curiosity, proactivity, and a taste for challenge.

Benefits

• A top-tier health insurance plan (Alan Blue and Alan Mind)
• Meal vouchers (Swile card)
• Between 6 and 12 additional RTT days (compensatory time off) in addition to 5 weeks of paid vacation
• A monthly budget for all Pennylaners to support working from home or in coworking spaces
• Easy access to our offices, a few minutes from Saint-Lazare in the heart of Paris
• An allocation of BSPCE (employee stock warrants)
• Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
• A Mac (company laptop)
• We do many sports together and prioritize regular company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company seminar, which foster strong team cohesion for everyone.