CUSTOMER SUCCESS MANAGER

About ✔️ FAIRLY MADE® est une scale-up française qui aide les marques de mode à devenir plus transparentes et plus durables. Sa plateforme SaaS permet aux marques de reprendre le contrôle des données de leur chaîne d'approvisionnement et d'améliorer leurs impacts environnementaux et sociaux, pas juste sur le papier, dans les faits. Fondée en 2018 par Camille Le Gal et Laure Betsch, cette entreprise à mission en pleine hypercroissance a bouclé 20 millions d'euros de levées de fonds (dont 15M€ en 2025, menés par BNP Paribas Solar Impulse Venture Fund, GET Fund, ETF Partners et Frenchfounders) pour s'imposer comme LE leader d'un marché en pleine explosion. 🌿 Concrètement, Fairly Made accompagne les marques sur cinq piliers : Traçabilité, Mesure d'impact, Éco-conception, Supply Chain et Communication. De la donnée fournisseur brute jusqu'au passeport digital transparent que le consommateur final peut scanner. 🏆 En près de 8 ans, Fairly Made a accompagné plus de 150 marques et groupes dans le monde, et pas des moindres : LVMH, G-III, SMCP, Versace, Ba&sh, Paul Smith, Another Tomorrow, Siplec… Cerise sur le gâteau : Fairly Made a remporté le LVMH Best Impact Award 2026, la reconnaissance ultime de leur impact sur l'industrie �
� 🌍 La suite ? Devenir LA référence mondiale de la mesure d'impact. Fairly Made est déjà présente à l'international avec deux bureaux supplémentaires à Milan et New York
- le genre de scale-up qui pense (et grandit) à l'échelle mondiale. �
� Le QG parisien ? Boulevard Magenta, dans le 10ème arrondissement
- en plein cœur d'un quartier vivant et bien connecté, au carrefour des dynamiques mode et tech de la capitale.

Job Description
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 Preferred Experience Must-have Experience (2 years) in Customer Success, Account Management, or client support in a B2B SaaS environment You're comfortable with data: reading a usage dashboard, interpreting a churn signal, and turning it into a concrete action You're rigorous and autonomous: you prioritize, keep your commitments over time, and act ahead of schedule without needing reminders
- a renewal is prepared months in advance You're a clear, structured communicator who adapts to your audience, including in writing: your content (guides, sequences, templates) holds up without you You know how to build and tell a compelling, data-backed story of delivered value (business reviews, ROI) You know how to train clients and make them autonomous through reproducible systems, not by doing the work for them
- you think in mechanisms that hold up without your constant involvement, and you optimize them based on measured results You move things forward with teams you have no authority over (AM, Data, Product, Supplier), turning what you observe in the field into structured, actionable insights for them You're value and business-impact oriented: you can explain why what you do matters Native/Fluent in English and French What Will Make a Difference Comfort with automation and sequencing tools (emails, in-app, campaigns) Experience holding conversations with senior or C-level stakeholders Knowledge of the fashion/textile sector, supply chain, or environmental regulatory topics (AGEC, environmental labeling, LCA) Experience managing a high-volume portfolio A taste for documenting and standardizing: you leave things better organized than you found them What You Don't Need A technical background. The platform is learnable. To already be a sector expert. Curiosity matters more than sector-specific experience on your CV. Fairly Made® is committed to diversity, equity, and inclusion. We carefully review every application, regardless of origin, gender, age, disability, or background. If you believe you can contribute to our mission, we’d love to hear from you even if your experience doesn’t match every requirement listed. Benefits 🤝 A 360° view of the company's development: your opinion and involvement will always be welcome on related subjects; 🌏 A meaningful mission: working together to make a positive impact in the textile industry 🚍 50% refund of transportation or Sustainable Mobility Package (Forfait mobilité durable) �
� Sports benefits program with GymLib 🍽️ Meal

benefits:
Swile card covered at 50%, with a daily meal allowance of €8.50. Recruitment Process Application review Screening call with HR Case study (home prep + 30 min debrief)
- Manager & 1 team member Team fit + Founders (45 min on-site)
- meeting with the Care team and two cross-functional teams (AM and Data) Reference check
- with your consent, at the end of the process Additional Information Contract Type: Full-Time Start Date: 07 September 2026

Location:
Paris Occasional remote authorized