Customer Success Manager – B2B SaaS | Mid-Market

About ScaleflexScaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Our solutions help brands centralize and manage digital assets, automate image and media optimization, and deliver high-quality visual content across websites, e-commerce platforms, and digital channels. Our offering brings together Digital Asset Management (DAM), Media Optimization (DMO / Cloudimage), and practical Visual AI, with a flexible architecture designed for complex, multi-brand environments. With a team of 50 people across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, ownership, open communication, and collaboration. Your expertise and initiative can make a visible impact. Your Mission &

Key Responsibilities
• Own Enterprise and Mid-Market Customer Success across a portfolio of international B2B SaaS customers.
• As a trusted advisor, manage the customer lifecycle from onboarding and adoption through renewal, delivering measurable value and protecting recurring revenue.
• This hands-on role combines executive stakeholder management, structured project management, technical curiosity, and commercial accountability. Onboarding & Adoption
• Lead customer onboarding and implementation projects with technical teams, aligning scope, owners, milestones, and timelines.
• Build outcome-focused success plans and accelerate time-to-value through enablement, training, and best practices. Account Management & Customer Health
• Build executive relationships and manage business and technical stakeholders across globally distributed customer teams.
• Monitor customer health, product usage, engagement, and satisfaction; anticipate churn risks and execute recovery plans.
• Run regular check-ins and business reviews, demonstrating value and advocating for customer needs internally. Retention, Renewals & Expansion
• Own SaaS renewal management and customer retention, protecting recurring revenue and reducing churn across your portfolio.
• Lead renewal discussions within agreed commercial guidelines; identify account expansion opportunities and partner with Sales.
• Build customer advocacy and report on renewal forecasts, adoption, customer satisfaction, and retention metrics. Process & Collaboration
• Maintain accurate account records, success plans, activities, and forecasts in HubSpot.
• Coordinate cross-functional projects and escalations with clear accountability and timely customer communication.
• Help develop scalable Customer Success playbooks, processes, and customer engagement initiatives. RequirementsMust-Have
• 5+ years in B2B SaaS Customer Success or strategic Account Management, with direct ownership of mid-market or enterprise accounts.
• Demonstrated success in customer onboarding, product adoption, SaaS renewals, churn prevention, and measurable customer outcomes.
• Customer-centric mindset, executive stakeholder management skills, and confidence in commercial renewal conversations.
• Solid project management

skills:
organize priorities, coordinate stakeholders, and deliver cross-functional initiatives.
• Ability to explain technical SaaS products to both business and technical audiences.
• Proactive, autonomous, data-driven approach to customer lifecycle management; strong communication and problem-solving skills.
• Experience with CRM or CS tools such as HubSpot, Salesforce, Gainsight, ChurnZero, or equivalent. Languages
• Professional fluency in English and French, written and spoken.
• German is a plus. Nice-to-Have
• Experience in MarTech, e-commerce, content, or cloud solutions (DAM, PIM, CMS, DXP, media optimization).
• Familiarity with API-first or developer-oriented products.
• Experience supporting internationally distributed customers and multi-brand organizations.

What We Offer
• Meaningful ownership of a strategic customer portfolio, with autonomy and direct impact on customer outcomes.
• A positive, collaborative, multicultural team with close cross-functional and leadership interaction.
• Opportunity to help shape scalable Customer Success practices in a growing international SaaS company.
• Professional development and exposure to complex global customer environments.
• Base salary plus performance-based variable compensation (details to be confirmed).
• Hybrid working arrangements, subject to location and company policies. Hiring Process
• HR screening: experience, motivation, languages, and practical fit.
• Chief Experience Officer interview: customer strategy, project execution, and commercial ownership.
• Practical case study and team-fit discussion with Chief Experience Officer and Chief Sales Officer.