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account manager csm
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À proposMercateam Has Proven In The Last 4 Years Its Aptitude To Bring a Bright Answer To New Big Challenges Faced By The Industryan aging workforce;a high turnover;increasingly sophisticated and technological machines and data proliferation;which are changing the composition of the manufacturing labor force and how work gets done.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 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;a workforce strategic planning.Mercateam had a strong commercial track record in the last 3 years and supports over 150 industrial sites, among which LVMH, Andros, Richemond, Dior, LISI, Collins Aerospace, etc… in 12 different countries, with his 360 industrial workforce-centric solution.Mercateam's ambition is to become the European leader in blue-collar management over the next three years.Descriptif du posteAt Mercateam, our commercial growth has been exponential: every month, leading manufacturing sites adopt our SaaS solution to enhance workforce efficiency and operational excellence. Our mission is to put humans back at the center of the Industry 4.0 revolution, valuing know-how to help industrial players grow faster and stronger.TheCustomer Success teamplays a central role in ensuring our clients extract maximum value from Mercateam, driving long-term adoption, loyalty, and revenue growth.As aSenior Customer Success Manager, you will own aterritory within a given industrial sectorand act as thestrategic partnerfor your accounts. You will be accountable for customer health, renewals, upsell, and Growth Into Accounts (GIA), while building strong relationships across all customer personas — from operational teams to executive stakeholders.This is asenior individual contributor role, with strong business ownership and high strategic impact. Your Missions Territory & Account OwnershipOwn and manage a portfolio of strategic accounts within a defined territory and industry sectorAct as the primary point of contact and trusted advisor for all customer stakeholdersEnsure overall account health, adoption, and long-term successBuild and maintain relationships with all key personas: operational users, HR, training, plant managers, and executives Revenue Retention & RenewalsObjective: maintain churn below 5%Secure contract renewals by ensuring Mercateam is deeply embedded in customers' daily operationsProactively monitor customer health, usage, and satisfactionAnticipate risks and lead mitigation plans before issues ariseDrive change management and support customer enablement on existing and new featuresTurn satisfied customers into strong ambassadors of Mercateam Revenue Expansion – Upsell & GIAObjective: grow portfolio revenue by 20% year-over-yearIdentify upsell and Growth Into Accounts (GIA) opportunities across sites, teams, and use casesDeeply understand customers' long-term objectives, constraints, equipment, and operational gapsDefine and execute account strategies to expand Mercateam's footprint within each organizationMap stakeholders, decision-makers, and influence circles to navigate complex customer organizationsLead upsell and GIA initiatives in close collaboration with the Sales team Strategic Account ManagementBuild and execute Customer Success Plans for key accountsRun regular Business Reviews with senior stakeholders to demonstrate value, align on objectives, and drive strategic decisionsUse data and insights to guide customers toward best practices and measurable ROICollaborate closely with internal teams (Product, Tech, Deployment, Sales, Marketing) to relay customer feedback and influence roadmap prioritiesProfil recherchéThis role is ideal for a Senior Customer Success Manager or Account Manager who wants strong ownership, revenue responsibility, and strategic impact — without people management.You Bring5+ years of experience in Customer Success, Account Management, or a similar client-facing roleStrong background in B2B SaaS, ideally with complex or enterprise customersProven experience managing renewals, upsell, and account expansionAbility to lead strategic conversations with senior stakeholdersStrong analytical mindset, structure, and rigorInterest in technology and industrial environments LanguagesPerfect English (mandatory)Professional French strongly preferredAny additional language (Spanish, German, etc.) is a strong plusProcess de recrutementIntroductory call to assess mutual fitFirst interview with the Head of SalesSecond interview with the CEOClient use case at our office & meeting with the Customer Success teamInformations complémentairesType de contrat : CDIDate de début : 01 mars 2026Lieu : ParisNiveau d'études : Bac +4Expérience : > 3 ansTélétravail partiel possible
