Manager Customer Success

OUR STORY:
Join Scaleway and shape the sovereign cloud of tomorrow Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.
Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.
With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.
Every day, thanks to our rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Hachette, France TV, Veepee, Copenhagen Municipality, European Central Bank and many more.
Our offices are located in Paris, Lille, Toulouse, Bordeaux, Rouen, Rennes and Lyon.

WHY WE NEED YOU? As Scaleway expands in the sovereign cloud space, we're looking for a Manager to drive customer value, retention, and growth. You will take ownership of our CSM team, guiding strategic accounts and aligning our cloud solutions with client goals.
Your mission will be to manage and scale the Customer Success team, improve adoption and satisfaction, and turn insights into action. Internally, you'll act as the voice of the customer and work closely with Sales, Product, and Support to enhance the end-to-end experience and deliver measurable impact.
YOUR FUTURE TEAM We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.
You will lead the Customer Success team for France, where you will manage a team of 6 Customer Success Managers, each managing their own portfolio of French clients.
The team is on a transformative path, having evolved from a single flat structure into a more mature, segmented organization. Your role will be key in guiding this next stage of development, particularly through cross-functional collaboration with Sales, Product, and Support teams.
YOUR DAILY ROUTINE
• Manage and mentor a team of Customer Success Managers across various verticals
• Oversee strategic accounts and act as an executive sponsor when needed
• Develop and monitor Customer Success Plans to drive value realization, adoption, and expansion
• Coordinate internal stakeholders (Sales, Solutions Architecture, Support, Product, Ops) to align on customer outcomes
• Structure and execute upsell, cross-sell, and renewal strategies
• Represent the voice of the customer internally to shape product roadmap and service enhancements
• Handle high-level escalations, ensuring resolution and maintaining trust
• Monitor customer satisfaction and health scores to anticipate risks and identify opportunities
• Operationalize scalable engagement programs (webinars, training, forums)
• Report on team performance and customer portfolio metrics to executive leadership
ABOUT YOU HARDSKILLS:
• At least 5 years of experience as Manager, with a proven ability to structure and scale teams in a hyper-growth environment, and implement Customer Success best practices
• Strong knowledge of the Cloud/Tech industry (IaaS, PaaS, SaaS)
• Proven track record of driving revenue through expansion and retention strategies
• Excellent negotiation and executive communication skills
• Experience managing complex accounts and multi-stakeholder environments
• Fluent in English and French
• Data-driven with experience in customer reporting and analytics
SOFTSKILLS:
• Empathetic leader with strong mentoring and coaching abilities
• Business-minded and results-oriented with a focus on measurable outcomes
• Able to drive alignment and collaboration across departments
• Comfortable navigating technical conversations and learning about cloud solutions
• Excellent listener with strong emotional intelligence and stakeholder management skills
• Proactive, hands-on, and autonomous in complex and fast-paced environments
• Structured, detail-oriented, and capable of managing priorities and ambiguity
WHAT YOU WILL FIND AT SCALEWAY ++++
• Hybrid work: We offer up to 3 days of remote work per week.
• Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.
• Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.
• Well-being commitments: Whether it's access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.
• International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.
• Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.
Why join the Scaleway adventure? A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI. A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges. Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

THE NEXT STEPS …
• Screening with our Talent Acquistion
• Second interview : 45 minutes competency based interview with VP customer success
• Third interview will last 1 hour and a half with a business case in english - with the VP Customer Success and 2 customer success managers
• Action plan will be reviewed asynchronously before interview and Q&A during
• Fourth interview will last 30 minutes with our CSO, Doreen Pernel
To note, one of those interviews will be at the office in Paris with social interaction with the team (Coffee / Lunch)
At Scaleway, we are committed to building an inclusive and respectful workplace where everyone has a fair opportunity to thrive. All applications are considered with care, regardless of age, gender, sexual orientation, ethnic or social background, religion, disability, or any other characteristic. We believe great ideas come from everywhere, and everyone which is why you should definitely apply. 

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