LEAD CUSTOMER SUCCESS MANAGER

il y a 3 jours

Paris, France STATION F Temps plein

About Mercateam Mercateam has proven in the last 4 years its aptitude to bring a bright answer to new big challenges faced by the industry: high turnover, aging workforce, increasingly sophisticated machines, data proliferation, and a shifting manufacturing workforce. Manufacturers are urged to help less experienced workers build knowledge and take advantage of data. Mercateam has built a SaaS solution that maps skills, organizes know‑how, and enables smart planning, training modules and strategic workforce planning. The company supporters include LVMH, Andros, Richemond, Dior, LISI, Collins Aerospace, and more across 12 countries. Mercateam aims to become the European leader in blue‑collar management over the next three years. Job Description Lead the Customer Success Management (CSM) team to maximize client value, drive loyalty, and ensure revenue retention and growth. This role blends entrepreneurial leadership, revenue influence, and account management. Key Responsibilities Entrepreneurial Leadership – Lead a 3‑person CSM team and collaborate with sales head; develop and standardize internal processes (client health tracking, renewal follow‑ups, ticketing, response procedures); select tools such as HubSpot, Salesforce, Metabase, Excel, Mixpanel. Influence Revenue – Maintain churn below 5%; manage a portfolio of key partners, understand their needs, provide change‑management support, training, personalized support, and transform users into ambassadors; work with deployment, product, tech, sales, and marketing teams. Project and Upsell – Grow yearly revenue by 20% through upsell/GIA campaigns; identify additional features; understand client objectives; define account strategies; navigate stakeholder influence. Key Account Management – Own key accounts; conduct insights sessions and business reviews; identify upsell cross‑sell opportunities; deliver customer success plans. Preferred Experience Minimum 5 years as a Customer Success Manager or related B2B SaaS role. Previous management experience. Good command of French (mandatory), excellent English, conversational Spanish or German. Strong analytical skills and rigor. Interest in technology and industry. Benefits & Development Direct impact on customer satisfaction and growth. Opportunities for professional development. Collaborative, open culture. Attractive benefits and perks in Le Marais, Paris. Recruitment Process Initial call – 15 minutes. First meeting with Lead CS and/or head of deployment – 1 hour. Second meeting with Head of Sales – 1 hour. In‑person visit – client use cases, meet CS team and CEO. Additional Information Contract Type: Full‑time Start Date: 01 January 2026 Location: Paris (possible partial remote) Education Level: Master’s Degree Experience: >4 years #J-18808-Ljbffr

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