Senior Customer Success Manager (French-speaking)

1 мес. назад

ГерманияSeniorHybrid

Senior Customer Success Manager role responsible for Enterprise accounts in France and CEMEA regions, driving adoption and leading contract renewals in a hybrid work environment.

О компании

is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,000 companies create a better world of work. empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on every day.
is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit .com .

Обязанности

We're looking for a seasoned and strategic Senior Customer Success Manager to own our book of Enterprise accounts in our France and CEMEA regions — driving adoption, building executive relationships, and leading complex contract renewals. This hybrid role sits at the intersection of Customer Success and Renewals, and you'll also play a key part in shaping 's Enterprise CX playbook.
Own a book of Enterprise customers (1,000+ employees) across our French and CEMEA regions, serving as their primary strategic advisor throughout the full customer lifecycle.
Lead strategic conversations with customers and their Executive teams (CPOs, Heads of People, Org Development) alongside People Scientists or Account Managers, leveraging your knowledge of People & Culture topics to advise on people strategies.
Proactively drive product adoption, retention, and business outcomes across your Enterprise book of business.
Facilitate key customer journey touchpoints including Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, Project Meetings, and platform enablement sessions.
Develop and execute strategic plans to secure on-time renewals for Enterprise customers, proactively identifying and mitigating renewal risks.
Lead complex contract negotiations end-to-end — partnering with legal and finance on terms, pricing, and compliance — and re-sell value to accounts that need re-engagement.
Serve as the primary point of contact for all renewal discussions, balancing customer needs with company objectives and accurately forecasting your pipeline.
Work closely with Account Executives to identify upsell and cross-sell opportunities at renewal, and collaborate with CSMs, People Scientists, Product, and Support for a seamless customer experience.
Reset expectations with customers by having challenging conversations when appropriate.
Nurture and track renewal success and customer value in the CRM, communicating openly and keeping relevant information up to date.
Advance the customer voice by providing feedback to Product and Engineering on where the platform can better solve customer challenges.
Contribute to and lead continuous improvement activities that will help and the Customer Success profession grow (be a 'Learn-it-all', not a 'Know-it-all').

Требования

is a fast-growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers.
Ideally 3-5+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment.
A background in a customer-facing SaaS role — or first-hand HR/People & Culture experience — enabling you to build empathy and become a trusted advisor to your customers.
A strong passion for collaborating with and helping others succeed, be it your customers or teammates.
You will get creative with solutions, demonstrate perseverance, and work with others to achieve far more than you could on your own.
Your life experiences and knowledge will be unique; you'll be encouraged to participate and bring diversity of thought to .
Proven track record of meeting or exceeding retention and revenue goals, including managing complex, million-dollar-plus contract renewals.
Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts like ROI and TCO to articulate customer value.
Strong mentorship and coaching capabilities, with a collaborative and 'learn-it-all' approach to team development.
Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite.

Условия

At , our people are at the heart of our success. We offer competitive pay and a total rewards package designed to support you at work and in life. This includes:
Equity through our Employee Share Option Program, so you can share in our long-term success
Learning programs and coaching to help you thrive and grow
Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
Inclusive parental leave from day one
A MacBook and budget to set up your home workspace, enabling flexibility
Five annual social impact days to to give back to causes that matter to you
Medical insurance coverage for you and your family (Available for US & UK only)
Our rewards are designed to support different needs and life stages, recognising that what matters most can vary from person to person.
Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every requirement, but your unique experience matters. If you’re interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team.

Другое

We’re big believers in the power of IRL, so for most roles we ask Campers to work from their local office an average of 2 days a week to unlock connection, pace and culture together.
Serve as your region's key contributor for renewal and customer success best practices, taking a customer-first approach.
Mentor and guide Renewal Managers and CSMs, enhancing their skills in customer engagement, negotiation, and pipeline management.
Identify inefficiencies in renewal and success workflows, recommending improvements to enhance team performance and operational scalability.
Contribute to the ongoing refinement of Enterprise Renewal playbooks, procedures, policies, and tooling — including pricing reviews, auto-renewal policies, discounting frameworks, and objection handling libraries.
Take ownership of your book of Enterprise customers across France and CEMEA, working collaboratively in the local Enterprise CX team to ensure a smooth launch and high-quality customer experience.
Facilitate delivery of key customer journey touchpoints: Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, and Project Meetings.
Have learned the core elements of the platform (employee feedback, performance & development) and built fluency in renewal processes and tooling.
Built internal relationships crucial to the successful delivery and retention of accounts
Be contributing to and collaborating on projects, such as partnering with other teams to support growth.
Essential - Native French-speaker in addition to English
Beneficial - Native Arabic-speaker
will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact privacy@.com .