Customer Success Manager

Fairly Made

Fairly Made helps fashion brands trace and measure the environmental impact of their products. Our platform lets them collect supplier data, calculate the real impact of each product reference, and meet their regulatory obligations, from AGEC to environmental cost labeling.

Our clients don’t buy a tool from us: they buy their ability to prove what they claim. That’s exactly what the Care team does.

The Care team is split into two scopes: CSMs, who own the post-sale client relationship (adoption, delivered value, renewal), and AMs, who drive commercial expansion by regional market. Both scopes work in tandem on identified opportunities.

Your role

You own the client relationship after the contract is signed. In practice, you carry the entire post-sale cycle for your portfolio: onboarding, driving platform usage, empowering client teams, and renewal.

You drive adoption, spot accounts that are drifting away before they say so, and demonstrate delivered value with numbers. You’re also the voice of the client internally - your feedback shapes the product.

Depending on your profile and preferences, you’ll operate on one of the team’s three engagement models:

• a small number of strategic accounts followed in depth,

• a high-volume portfolio managed through standardized playbooks,

• a large portfolio operated through automated journeys and targeted interventions.

We discuss this openly from the first conversation - these are three demanding categorizations, not a hierarchy.

Your missions

Drive adoption and value creation

• Maximize usage of the features and modules activated on your portfolio

• Identify adoption gaps via key indicators and deploy corrective actions

• Set up measurable adoption plans, tailored to each account’s maturity

• Track usage and completion KPIs with regular discipline

Educate and empower clients

• Train and coach client teams so they achieve their goals through the platform

• Share best practices and use cases relevant to their sector

• Produce and improve enablement content: guides, templates, sessions

• Develop clients’ progressive autonomy

Monitor client health and anticipate risks

• Track activity, adoption, and completion signals across the entire portfolio

• Identify at-risk accounts for churn and trigger preventive actions

• Prioritize your interventions based on impact and risk level

• Escalate critical situations to the right teams, at the right time

Lead client reviews

• Prepare and run reviews of your portfolio (business reviews, check-ins, committees depending on the model)

• Formalize and demonstrate delivered value: ROI, operational gains, adoption progress

• Align the client on priorities and the product roadmap

• Formalize and track clear, measurable action plans

Drive renewals

• Be accountable for the continuity of the client relationship over time

• Anticipate every renewal at least 3 months ahead

• Assess satisfaction and delivered value, secure renewal discussions

• Coordinate with the sales teams

Help improve our product and methods

• Collect client feedback in a structured way, both quantitative and qualitative

• Identify recurring pain points and provide actionable insights to the Product team

• Contribute to the continuous improvement of client journeys and team playbooks

• Share adoption signals with Account Managers to feed expansion opportunities

Work cross-functionally

• With Account Managers and Upsell Managers, in tandem on identified opportunities

• With Supplier Relationship Managers on supplier data collection

• With Data Specialists on data quality

• With the Product team on the voice of the customer