Customer Success Manager - SaaS

About the role

Signaturit Group, a Namirial company and European leader in secure digital transactions, is looking for a Customer Success Manager (CSM) in Puteaux. The CSM ensures customers achieve their expected outcomes with the company's products, acts as their main point of contact and guides them through onboarding so they can implement and optimise their solutions. The role is permanent.

Key responsibilities

• Account management: build trusted relationships, understand customers' business objectives and monitor customer health metrics
• Onboarding and training: guide customers through onboarding and run virtual and in-person product training
• Advocacy and support: act as the customer's voice, resolve issues during projects and escalate when necessary
• Product adoption and optimization: identify ways to increase usage and give recommendations based on usage data
• Retention and growth: track metrics such as Net Promoter Score and churn, and identify upselling and cross-selling opportunities with sales
• Reporting: record interactions and progress in CRM tools (e.g. Salesforce) and present customer success reports
• Collaboration: work with Sales, Marketing and Product teams, take part in product discussions and prepare steering committees

Required profile

• 5+ years in customer success, account management or similar customer-facing roles in a SaaS company
• Experience delivering contract renewals, adoption strategies and success programs
• Solution-oriented, leadership and organizational skills, able to manage several accounts at once
• Fluent French and English

Required skills

• Excellent communication and interpersonal skills
• Data analysis and metric-driven decision making
• CRM tools (e.g. Salesforce) and customer success platforms are a plus

What we offer

• Flexible hybrid work setup and flexible working hours
• Permanent position with a framework status and RTT
• Health insurance fully covered and meal vouchers
• Tailored onboarding and skills development, regular events
• Base salary of 50/55K€ depending on autonomy, plus a variable component of up to 3K€ at 100% objective achievement