Customer Success Manager Strategic Accounts
You will own relationships with strategic VIP accounts from onboarding through retention and expansion. You will lead business reviews, identify growth opportunities, monitor account health, and coordinate resolutions for complex client issues. You will also create scalable engagement programs, synthesize client feedback, and improve customer-success processes and playbooks.
Responsibilities
- Manage strategic client relationships from onboarding through retention and expansion
- Lead regular business reviews and maximize client value from products
- Identify expansion and upsell opportunities and coordinate with the commercial team
- Monitor account health and act early to prevent churn
- Coordinate resolution of complex VIP client issues with Product, Compliance, and Operations
- Design and execute scalable client engagement strategies
- Gather and synthesize client feedback to inform product and service improvements
- Identify client-experience pain points and propose improvements
- Build and refine customer-success playbooks, escalation procedures, and frameworks
Requirements
- 3 to 5 years of experience in customer success or strategic account management
- Experience in a startup, fintech, or B2B SaaS environment
- Excellent written and verbal communication skills
- Ability to lead business reviews with senior stakeholders and present data-driven recommendations
- Ability to work with clients across multiple European jurisdictions
- Native-level French with excellent writing skills
- Professional proficiency in English
Benefits
- Stock options
- Central Paris office
- Remote work up to 2 days per week and one full remote week per month
- Latest-generation laptops and industry-leading software
- Health insurance fully covered
- Monthly perks budget
- 50% public transport pass coverage or Forfait Mobilités Durables
- Referral bonus
- Regular afterworks and biannual offsites