Customer Success Manager (France)

About the role

CM.com is looking for a Customer Success Manager for its France team. The role is responsible for the successful, lasting use of the CM.com platform, from onboarding onwards, acting as a strategic advisor to customers. It focuses on enterprise organisations with a high volume of customer contact, such as financial services, insurers, utilities, logistics, retail, government, telecom, contact centres, IT resellers and software vendors.

Key responsibilities

• Onboard and implement products across the platform, including business messaging channels (WhatsApp Business, RCS for Business, Email, SMS and Voice, plus OTP and mobile identity verification), Activate (marketing campaigns, automation and CXP predictions) and Support (customer care platform with AI agents and human escalation).
• Support pre-sales cycles with the Sales team, including product demonstrations.
• Run onboarding and implementation for customers, from basics to complex projects.
• Drive AI agents 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 optimisation, upsell and cross-sell opportunities and work with the Account team on renewals.
• Contribute to the development of success services and products, support trade shows, and use CRM and CSM tools and AI tools to improve work.

Required profile

• 3-5+ years of experience in customer success, account management, project management or consultancy, ideally in SaaS, telecom or marketing technology, with onboarding and implementation experience.
• Fluent in English and French.
• Permanent work and residence permit for France; only candidates holding this can be considered.

Required skills

• Understanding of APIs and ability to turn technical documentation into clear guidance for customers.
• Experience with contact centre software, conversational channels or AI agents is a plus.
• Strong relationship building and communication skills.

What we offer

• 3-day global onboarding programme at the headquarters in Breda.
• Meal vouchers for lunch and snacks.
• 50% of transport/travel costs covered.
• Sales incentive plan with bonuses.
• 25 vacation days.
• Employee Share Purchase Program.
• Learning through Udemy, CM Academy and meetups.