Enterprise Customer Success Manager

We are seeking a Senior Enterprise Customer Success Manager to oversee and lead a portfolio of our highest-value enterprise customers. This role is pivotal in driving long-term success and growth across a portfolio of complex, global accounts. You will operate as a trusted advisor to our top tier customers, and colleagues will see you as a thought leader on all aspects of the enterprise customer journey.

Key Responsibilities below:
**Strategic Account Leadership**:

- You will own the post-sale lifecycle for a portfolio of strategic enterprise accounts, driving long-term success, measurable outcomes, and account growth (average MRR 1500+ euros).

**Executive Relationship Management**:

- Working closely with Key Account Managers, you will build and sustain deep, multi-level relationships with customer leadership, including C-suite sponsors in aligning our solutions to their strategic priorities. You will be expected to lead monthly business reviews, quarterly onsite visits, and initiate strategic workshops with your customers.

**Customer Strategy & Development**:

- You will act as a trusted partner with customers to shape long-term strategies leveraging our platform and services, and identifying new growth opportunities across the business. You will be responsible for planning and mapping out your accounts on a quarterly basis and developing strategic action plans for each of your customers in partnership with the Key Account Manager.

**KPIs and Success**:

- You will collaborate with customers to define and track key success metrics.

**Growth & Retention**:

- You will lead and own renewal and expansion strategy in collaboration with Key Account Managers, surfacing and developing opportunities to drive account growth while minimizing churn risk.

**Escalation Ownership**:

- You will serve as the main point of escalation for your accounts and be in charge of ensuring internal and external communications to ensure swift, effective resolution to customer challenges.

**Internal Leadership & Influence**:

- You will function as an internal thought leader and mentor for all things enterprise. You will have the opportunity to influence the product roadmap and support processes. You will be expected to be a trusted resource to colleagues in navigating and managing strategic customers.

**Qualifications**:

- 5-7+ years in Customer Success, Strategic Account Management, or Consulting with enterprise customers in a SaaS or technology-driven environment.
- Proven experience managing complex, multi-million-dollar global accounts with Fortune 500 companies or equivalent at a technical level
- Demonstrated ability to develop trusted advisor relationships at the C-level and lead executive discussions.
- Cross-functional leadership skills and experience navigating large, matrixed organizations.
- Significant experience providing insights, building relationships with, and driving value to C-Level contacts with enterprise accounts in a B2B environment.
- Ability to build, analyze, and interpret customer data to influence stakeholder decision-making.
- Significant project management experience and/or formal certifications are a big plus (PMP, Agile, etc).
- You speak French and English fluently; another language is a plus
- You’re an excellent communicator.
- You’re energetic, enthusiastic, self-motivated, open-minded, and client-oriented, and know how to operate autonomously and proactively.
- Knowledge of HTML, CSS, and JavaScript is a plus.
- Bachelor's degree required; MBA or advanced degree highly preferred.

**Why You’ll Thrive Here**:

- This is a strategic role with high visibility across top-tier customers and internal leadership.
- You’ll have the opportunity to shape customer outcomes and drive innovation at scale.
- You will be in charge of implementing, updating and creating processes

**Recruitment Process**:

- HR screen with our Senior Talent Acquisition Manager (15min)
- ITW with our lead CSM (45 min)
- Case study preparation and presentation with our Director of CS & one team member (45-60 min)
- Final ITW with our CRO (30 min)
- Offer