Customer Success Manager

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both onli Details LocationParis Level Medior Team Global Hubs What drives us We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person. “The entire customer journey. One platform” What We Value Every CM.com colleague, connects to our 4 shared values: Drive and Lead You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward. Grow and Learn The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others. Together and Care We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being. Speed and Change By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment. The Role As Customer Success Manager in our France team, you are responsible for the successful, lasting use of the CM.com platform: from onboarding onwards, and as a strategic advisor to our customers. You coordinate a smooth launch, build a strong relationship and make sure customers adopt and get value from what they bought. Customer-centric thinking is part of your DNA. You will onboard and implement products across our platform, in particular:
• Business messaging channels (SaaS or API): WhatsApp Business, RCS for Business, Email, SMS and Voice, plus verification services (One Time Password, Mobile Identity)
• Activate: Marketing Campaigns, Marketing Automation and CXP Predictions
• Support: our customer care platform, a single stop shop solution combining AI agents built with CM Agent Builders (chat, voice, WhatsApp, email) with seamless escalation to a human agent You see how these products work together and have the (technical) depth to advise customers on best practices that fit their needs. You focus on Enterprise organizations with a high volume of customer contact: financial services and insurers, utilities and logistics, retail, government, telecom, contact centers, IT resellers and software vendors. You collaborate cross-functionally with Sales, Account Management, fellow Customer Success Managers, Product, Development, Marketing and Tech Support. You will
• Support pre-sales cycles together with the Sales team, including product demonstrations
• Ensure onboarding and run for customers, from basics to complex projects
• Drive AI agents (built with CM Agent Builders) and omnichannel use cases from scoping to go-live and adoption
• Manage the customer lifecycle: business reviews, CS meetings and continuous improvement
• Deploy professional services and train customer stakeholders
• Detect revenue optimization, upsell and cross-sell opportunities and work with the Account team on renewals
• Contribute to the ongoing development of our success services and products, and look for new and better ways of servicing customers
• Support trade show preparation and attendance when needed
• Use and improve our internal tools (CRM, CSM tools) and actively use AI tools to improve your own work and share what works with the team Who you are
• 3-5+ years of experience in customer success, account management, project management or consultancy, ideally in SaaS, telecom or marketing technology, with experience in onboarding and implementing SaaS or CPaaS products
• Technical affinity: you understand APIs and can turn technical documentation into clear guidance for customers; experience with contact center software, conversational channels or AI agents is a plus
• Business savvy and a strong relationship builder: you translate customer needs into product functionality and lead customers rather than just doing what you’re asked
• Structured and proactive, with strong communication skills; fluent in English and French
• Energetic, open and curious about AI; comfortable in a changing organization Believe you’d be a great fit for this role, even if you don’t tick every box? Reach out to our Recruitment team We’d be happy to connect and see if we can make it work together.

What We Offer
At CM.com, we believe in empowering our people to do what they love, excel at what they do, and make a meaningful impact. As a CM.com Club Member, you'll unlock the following

benefits:
• Join the club: Join our unique 3-day Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.
• Fuel your mind: We will offer you meal vouchers to ensure daily healthy lunches and snacks to keep you energized.
• Effortless commutes: We’ll cover 50% of your transport/travel costs.
• Value for work: Participate in our Sales Incentive Plan, rewarding your achievements with bonuses.
• Take your time off: Recharge with 25 vacation days
• Own your success: Become a shareholder with our Employee Share Purchase Program.
• Level up your

skills:
Udemy, CM Academy, and exclusive Meetups with thought leaders to ensure you're always learning and growing. Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs. Before you apply We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you. Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for France.