autone

Customer Success Manager

autone

full-time

Posted on:

Location Type: Hybrid

Location: Paris • France

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About the role

  • Own the onboarding journey as a project lead, coordinating internal teams (e.g. Tech Integration, Customer Experience) and client-side stakeholders to manage timelines, dependencies, and clear ownership.
  • Drive onboarding with a strong focus on early value realisation, ensuring delivery milestones translate into tangible, measurable outcomes for the customer.
  • Own customer activation as a critical commercial milestone, validating that customers are fully activated, positioned for sustainable adoption, and ready to transition into long-term run and renewal.
  • Ensure activation criteria are clearly defined, demonstrated, and formally validated before closing the onboarding phase.
  • Own the customer relationship post-activation, covering run, adoption, governance, and renewal preparation.
  • Actively drive adoption by staying close to customer usage patterns, day-to-day workflows, and operational realities.
  • Build and maintain a multi-layer engagement strategy across executive sponsors, decision-makers, and operational users, supported by a clear and continuously updated stakeholder power map.
  • Foster strong, trust-based customer relationships through meaningful engagement, including executive check-ins, on-site meetings, and in-person interactions.
  • Lead structured governance moments such as QBRs, using them to: Review progress against agreed goals; Demonstrate value delivered; Re-align priorities; Secure ongoing executive sponsorship.
  • Proactively identify and manage risk signals (e.g. disengagement, detractors, sponsor loss, adoption slowdowns), translating them into clear, structured action plans.
  • Own renewals and contract milestones, ensuring renewal decisions are grounded in demonstrated value, achieved outcomes, and strong stakeholder buy-in.
  • Own net retention performance across your portfolio, independently defining and executing strategies to meet and exceed retention targets.
  • Identify and support expansion opportunities (upsell / cross-sell) where aligned with customer goals and proven value delivery.

Requirements

  • Based in Paris, with a willingness to engage in an in-person working environment.
  • Minimum 4 years’ experience as a Customer Success Manager or Project Manager, ideally in B2B SaaS with SMB to Mid-Market customers.
  • Exceptional written and verbal communication skills in both French and English.
  • Strong analytical and logical thinking, able to break down complex customer situations into clear, actionable plans.
  • Highly structured in both thinking and communication, ensuring clarity and impact in all customer and internal interactions.
  • Strong project and stakeholder management skills, with the ability to coordinate multiple workstreams in parallel.
  • Commercially minded, with a clear sense of ownership and accountability for outcomes.
  • Autonomous and proactive, while knowing when to collaborate or escalate to ensure customer success.
Benefits
  • High Impact: You will own the success of a meaningful portfolio of customers and play a critical role in driving retention, value, and long-term partnerships with leading brands.
  • Ownership & Trust: A high-autonomy environment where you are trusted to take full ownership of your accounts and outcomes.
  • Growth & Progression: A fast-growing company where strong performance is recognised and rewarded, with real opportunities to expand scope and responsibility over time.
  • Collaborative Culture: An in-person, collaborative environment with regular team moments, from shared lunches and team offsites to an annual company retreat.
  • Compensation: Competitive salary plus meaningful equity.
  • Location & Flexibility: Paris-based role with an in-person culture, alongside pragmatic flexibility when needed.
  • Inclusivity: A strong commitment to building a diverse and inclusive team, and encouraging applications from all backgrounds.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementcustomer success managementB2B SaaSstakeholder managementrisk managementdata analysisvalue realizationcustomer activationrenewal managementupsell
Soft skills
communicationanalytical thinkingstructured thinkingproactiveautonomouscollaborationrelationship buildingorganizational skillsaccountabilityleadership