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Customer Success Manager
il y a 1 heure
autone is transforming retail with AI-driven inventory intelligence.
We're on a mission to reimagine the future of retail. Combining cutting-edge AI with deep industry expertise to help global brands make smarter, waste-free decisions that drive growth and efficiency.
Trusted by 50+ leading brands and backed by Y Combinator and General Catalyst, we're scaling fast to build the technology that makes supply chains cleaner, leaner, and more agile.
*Role overview*
As a Customer Success Manager, you will own the long-term success of a portfolio of 20–25 SMB to Mid-Market customers. You are accountable for driving customer value, retention, and sustainable growth by ensuring strong onboarding, deep adoption, and clear alignment between product usage, delivered outcomes, and each customer's business objectives.
You act as the single point of accountability across onboarding, run, and renewal, owning the customer journey end-to-end and positioning each account for long-term partnership and expansion.
*What you will do*
- Onboarding, activation & early value (commercial milestone)
- Own the onboarding journey as a project lead, coordinating internal teams (e.g. Tech Integration, Customer Experience) and client-side stakeholders to manage timelines, dependencies, and clear ownership.
- Drive onboarding with a strong focus on early value realisation, ensuring delivery milestones translate into tangible, measurable outcomes for the customer.
- Own customer activation as a critical commercial milestone, validating that customers are fully activated, positioned for sustainable adoption, and ready to transition into long-term run and renewal.
- Ensure activation criteria are clearly defined, demonstrated, and formally validated before closing the onboarding phase.
- Run, adoption & stakeholder strategy
- Own the customer relationship post-activation, covering run, adoption, governance, and renewal preparation.
- Actively drive adoption by staying close to customer usage patterns, day-to-day workflows, and operational realities.
- Build and maintain a multi-layer engagement strategy across executive sponsors, decision-makers, and operational users, supported by a clear and continuously updated stakeholder power map.
- Foster strong, trust-based customer relationships through meaningful engagement, including executive check-ins, on-site meetings, and in-person interactions.
Lead structured governance moments such as QBRs, using them to:
Review progress against agreed goals
- Demonstrate value delivered
- Re-align priorities
Secure ongoing executive sponsorship
Risk, renewal & commercial performance
- Proactively identify and manage risk signals (e.g. disengagement, detractors, sponsor loss, adoption slowdowns), translating them into clear, structured action plans.
- Own renewals and contract milestones, ensuring renewal decisions are grounded in demonstrated value, achieved outcomes, and strong stakeholder buy-in.
- Own net retention performance across your portfolio, independently defining and executing strategies to meet and exceed retention targets.
- Identify and support expansion opportunities (upsell / cross-sell) where aligned with customer goals and proven value delivery.
*What we're looking for*
- Based in Paris, with a willingness to engage in an in-person working environment.
- Minimum 4 years' experience as a Customer Success Manager or Project Manager, ideally in B2B SaaS with SMB to Mid-Market customers.
- Exceptional written and verbal communication skills in both French and English.
- Strong analytical and logical thinking, able to break down complex customer situations into clear, actionable plans.
- Highly structured in both thinking and communication, ensuring clarity and impact in all customer and internal interactions.
- Strong project and stakeholder management skills, with the ability to coordinate multiple workstreams in parallel.
- Commercially minded, with a clear sense of ownership and accountability for outcomes.
- Autonomous and proactive, while knowing when to collaborate or escalate to ensure customer success.
*What autone offers you*
- High Impact: You will own the success of a meaningful portfolio of customers and play a critical role in driving retention, value, and long-term partnerships with leading brands.
- Ownership & Trust: A high-autonomy environment where you are trusted to take full ownership of your accounts and outcomes.
- Growth & Progression: A fast-growing company where strong performance is recognised and rewarded, with real opportunities to expand scope and responsibility over time.
- Collaborative Culture: An in-person, collaborative environment with regular team moments, from shared lunches and team offsites to an annual company retreat.
- Compensation: Competitive salary plus meaningful equity.
- Location & Flexibility: Paris-based role with an in-person culture, alongside pragmatic flexibility when needed.
- Inclusivity: A strong commitment to building a diverse and inclusive team, and encouraging applications from all backgrounds.
*The interview process*
We aim to move as quickly as possible while giving you a clear view of the role, the team, and how we work (typically within 2–3 weeks):
- CV Screening with People Ops min) - Introductory conversation
- CS Interview (30 min) - Dive deeper into your experience
- CS Case Study (1 hr) - Practical customer scenario
- Founder / C-Level Interview (30 min) - Final discussion on vision and fit
