Design and run the operating model for SMB portfolio management: define workflows, rules of engagement, handoffs, and the “what happens when” for each customer situation.
Put in place an inbound + outbound system: Inbound: organize reactive support and requests handling (SLAs, triage, escalation, knowledge base / macros, tooling).
Outbound: build a proactive cadence based on signals (health, usage, renewal dates, opportunities, risks) and prioritize outreach.
Manage the portfolio day-to-day: build strong relationships with key stakeholders, drive adoption and engagement, and ensure customers get value.
Drive retention, renewals and growth: anticipate risks, manage renewals, and identify opportunities to upsell / cross-sell, including new products commercialization.
Make it scalable (then scale it): automate where possible, leverage AI, document playbooks, and continuously improve processes so the model works for 100+ accounts and beyond.
Monitor performance with data: define dashboards and KPIs (health, engagement, renewal, growth, response times), and use them to steer priorities.

You enjoy building structure in ambiguous contexts and turning messy operations into clear, repeatable processes.
You’re comfortable combining client-facing work with data-driven portfolio steering.
You have a strong operational mindset and can design workflows, playbooks, and scalable routines.
You are proactive, organized, and able to handle volume while keeping quality high.
You can contribute to commercial growth (renewals, expansion, new product rollout) in a thoughtful, customer-centric way.
You communicate clearly in French and English.

Access to Moka.Care: selfcare, individual & group sessions, and the possibility to test the new features in preview
Benefit Fund
May : up to 1500€ net / year (125€ net / month)
Work life balance: 60% at the office
2 days per week or 1 week per month remotely
Swile Meal voucher card of 10€/day (restaurants, groceries and food apps)
Gymlib for sport & wellness allowance
Transportation allowance (50% reimbursed)
7 week holiday policy (& one additional day off per year)

Customer Success Manager – SMB Portfolio, Process Design

Key skills