Senior Customer Success Manager

**About us**

autone is reimagining the future of retail with cutting-edge AI-driven intelligence, empowering brands to make smart, waste-free decisions that drive growth and efficiency. Trusted by over 50 global brands, we blend advanced AI and deep retail expertise to unlock seamless collaboration between supply chains and human insight. The result? Reduced inventory waste, boosted sales, and precise forecasting that saves money and enhances operations - all while empowering teams to focus on what they do best.

Founded in London in 2021 and backed by industry giants like Y Combinator & General Catalyst, autone is moving fast to transform retail as we know it. Join us on this journey to a smarter, more agile future.

**What You Will Do**:
**Relationship and Commercial Management of Your Portfolio**:

- Manage a portfolio of 20-25 companies, primarily small to mid-market, consisting of clients at varying stages of their lifecycle, including onboarding and ongoing account management.
- Build and nurture strong, personalized relationships with key clients, including senior sponsors and end-users of different levels of seniority.
- Own the commercial relationship, driving net retention while proactively identifying upsell and cross-sell opportunities within your portfolio.
- Maintain a sharp focus on your net retention targets, independently developing and executing strategies to meet and surpass these goals.

**Customer Success and Lifecycle Management**:

- Lead onboarding sessions and deliver training for new clients, coordinating stakeholder interventions (e.g., Tech Integration Team, Customer Experience Team) and managing your own tasks to ensure a smooth setup and onboarding process.
- Maximize customer satisfaction (measured via NPS and CSAT scores) by taking a proactive, strategic approach—anticipating client needs and collaborating effectively with sales, product, and customer experience teams to deliver consistent value.

**Metrics and KPIs**:

- Be passionate about your customers’ success: understand their KPIs, work closely with them to establish clear targets, and collaborate with both internal stakeholders and clients to ensure these KPIs are achieved efficiently.
- Monitor and analyze client usage of our products, ensuring users derive maximum value and remain aligned with their goals using our solutions.

**What you will need - skills**:

- Smart and logical thinker, able to analyze complex situations and develop effective solutions.
- Structured in both their thinking and communication, ensuring clarity and coherence in every interaction.
- Hardworking, demonstrating dedication and a strong work ethic to achieve goals.
- Skilled in project management and stakeholder management, effectively coordinating and driving initiatives forward.
- Independent in their approach, yet knows when to ask for help or collaborate to ensure success.

**What is Mandatory for us**:

- Located in Paris, as we operate as an in-person company.
- Minimum of 4 years of relevant experience as a Customer Success Manager or Project Manager, preferably within B2B SaaS companies managing small to mid-market clients.
- Exceptional presentation, written, and oral communication skills in both French and English.
- Proven track record of consistently achieving targets—please ensure these achievements are highlighted on your CV

**Who you will report to**:
**How the interview process works**:

- Initial 30-minute interview with our HR team to assess cultural fit.
- Follow-up 30-minute interview with Ilaria, our Head of Customer Success, for further evaluation of cultural alignment.
- Second interview: 1.5-hour session with Ilaria and David, your potential future manager.
- Final interview: 30-minute discussion with Fayce, our VP of Revenue.