LEAD CUSTOMER SUCCESS MANAGER

Overview Mercateam has proven in the last 4 years its aptitude to bring a bright answer to new big challenges faced by the industry: a high turnover; increasingly sophisticated and technological machines and data proliferation; an aging workforce. As a result, manufacturers face an urgent imperative to help less experienced workers build knowledge and capabilities, and take advantage of data through collaboration. Mercateam has built its solution hand in hand with top manufacturers to bring employees into Industry 4.0 and bridge the gap between investments made in machines and in the operational workforce and its development. We have developed a SaaS solution based on the latest technologies for mapping skills on production sites and organize know-how. This has led to a number of other key features managed by Mercateam, including smart planning of work assignments under constraints, a training module adapted to the operational workforce, and workforce strategic planning. Job Description At Mercateam, our commercial growth has been exponential: every month, tens of top manufacturing sites adopt our SaaS solution to enhance their employees\' efficiency. Our mission is to put humans back at the center of the Industry 4.0 revolution, valuing their know-how to help industrials grow faster and stronger. The Customer Success Team is crucial in helping our clients maximize the value of our solution, driving loyalty, and ensuring revenue retention and growth. We are seeking a Lead CSM to take on three key missions. Responsibilities Entrepreneurial Leadership Management: Lead a team of 3 CS with direct management of the head of sales Process: Develop and standardize internal processes, including client health tracking, renewal follow-ups, ticketing, and client response procedures. Master and select the right tools (CRM like Hubspot, Salesforce, reporting tools like Metabase, Excel, Mixpanel) to support these processes. Influence Mercateam\'s Revenue Building Loyalty (Revenue Retention), by maintaining churn below 5%: oversee a team responsible for making the solution indispensable to partners\' daily operations. Manage a portfolio of key partners and focus on retaining their revenue by: Ensuring a deep understanding of partners\' specific needs and advising them on the optimal use of Mercateam. Providing critical support in change management processes and training end-users on existing and new features. Offering proactive and reactive personalized support to enhance partner satisfaction. Transforming partners from simple users into key ambassadors of our solution. Collaborating with internal teams to ensure feedback is integrated into roadmaps for continuous improvement and fixes. Enlarging partnerships (Upsell & GIA), by growing yearly revenue by 20%: identify and propose additional features and lead cross-functional upsell campaigns. Qualifications Minimum 5 years\' successful experience as a Customer Success Manager, or related client facing position, preferably in B2B SaaS Previous management experience Good French is mandatory, an excellent command of English and conversational level of either Spanish or German is a plus Analytical skills & rigor Interest in tech & industry Role Details Role: Lead CSM, leading the CSM team and owning accounts while sharing experience with junior members Why Join Mercateam? Direct Impact: Your work will directly influence customer satisfaction and retention, contributing to the company\'s growth. Development Opportunities: We invest in humans and developing our employees to help them reach their full potential. Collaborative Culture: Open and collaborative environment where your voice matters. Attractive Benefits: Perks and a stimulating work environment in the center of Le Marais in Paris. Recruitment Process First call to understand if there is a match (15 minutes) First meeting with the Lead CS and/or head of deployment (1 hour) Second meeting with the Head of Sales (1 hour) At Mercateam office: Client use cases at our office & Meet the CS Team and the CEO Additional Information Contract Type: Full-Time Start Date: 01 January 2026 Location: Paris Education Level: Master\'s Degree Experience: > 4 years Possible partial remote Company Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Technology, Information and Internet Referrals increase your chances of interviewing at STATION F by 2x Get notified about new Customer Success Manager jobs in Paris, Île-de-France, France. Other Positions Senior Customer Success Manager (Luxury) – Puteaux, Île-de-France, France Customer Success Manager - LATAM - Paris - F/H/X - CDI Customer Success Manager (Luxury Retail) – Boulogne-Billancourt, Île-de-France, France Senior Enterprise Customer Success Manager Customer Success Manager (Paris, France) We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr