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Lead Customer Success Manager

il y a 5 heures

Paris, Île-de-France Vizzia Temps plein
Context & Mission

Vizzia is accelerating: we are targeting €10M in ARR within the next 18 months. To support this growth, we are strengthening our Customer Experience team with a Senior Customer Success Manager role focused on our strategic accounts.

Your role: be the key partner for our enterprise customers, ensure the success of their deployments, long-term satisfaction, and actively contribute to portfolio growth.

The Customer Experience team currently consists of 5 CSMs, led by Léa, Customer Experience Director.

Your key responsibilities1. Strategic customer partnership & relationship management

  • Act as the main point of contact for key decision-makers and stakeholders (local authorities, law enforcement, institutional partners).

  • Understand their business challenges and build long-term, trusted relationships.

  • Lead steering committees, ensure overall satisfaction, and anticipate future needs.

2. Deployment & solution adoption

  • Oversee project implementation phases: scoping, training, onboarding, and adoption support.

  • Ensure optimal adoption of both Vizzia solutions: Waste and Safety.

  • Identify improvement levers and ensure a smooth, high-quality customer experience.

3. Growth & renewals

  • Own and manage a portfolio of strategic accounts, identifying expansion opportunities.

  • Lead contract renewals and upsells, with a strong focus on value and retention, in close collaboration with Sales.

  • Work closely with Sales and Product teams to identify new needs and co-build tailored solutions.

This scope is currently being structured and may evolve once you join.

4. Structuring & cross-functional initiatives

  • Contribute to the implementation of scalable customer monitoring tools and processes.

  • Help shape the Customer Experience team's retention and account management strategy.

  • Manage your own team of CSMs once onboarding is successfully completed.

Profile we're looking for

You are comfortable in demanding B2B environments and know how to balance customer relationships, project management, and strategic thinking.

What we're looking for:

  • 4–7 years of experience in Customer Success, Account Management, or Consulting—ideally in a SaaS or IoT / connected hardware environment.

  • Strong experience managing large public or private accounts.

  • Proven experience managing a CSM team.

  • Ability to navigate between the field (end users, operators) and senior decision-makers (elected officials, technical leadership).

  • Excellent written and verbal communication skills, strong political awareness, and a pedagogical mindset.

  • Strong organization, autonomy, and rigor in project follow-up.

  • Fluent in French

Nice to have:

  • Interest in data, video technologies, or environmental / urban safety topics.

  • Experience in a scale-up phase or in structuring a Customer Success team.

At Vizzia, we value responsiveness, transparency, and close customer relationships—if you enjoy concrete challenges and long-term partnerships, you'll feel right at home.

What you'll find at Vizzia

  • A fast-growing company with real societal and environmental impact.

  • A wide range of stakeholders (operators, executive teams, local authorities, ministries, etc.).

  • A tight-knit Customer Experience team driven by collaboration and service excellence.

  • Strong career growth opportunities within a rapidly scaling company.


Benefits

  • Hybrid work

  • "Contrat cadre" and RTT (between 8-12 per year depending on the number of public holidays in the current year)

  • A Mac or PC depending on your preferences

  • BSPCE

  • 60% coverage of meal vouchers worth €9 per worked day

  • / Sustainable mobility allowance

  • Mutuelle (Alan)

  • Offices located in central Paris (9th arrondissement)

  • Annual offsite with the whole team and plenty of company events