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About the role
Key responsibilities & impact- Define and operationalize Customer Success workflows across France, covering the full customer lifecycle from onboarding to expansion.
- Serve as the single source of truth for retention performance by owning GRR/NRR definitions, segmentation, and reporting.
- Translate Customer Success strategy into scalable workflows, automation, and reporting across the CX technology ecosystem.
- Own and elevate the French CS operating rhythm, including renewal pipelines, health and risk reviews, adoption and value realization reporting, QBR tracking, and churn-risk governance.
- Act as a strategic thought partner to the Director of Customer Success, France, providing forward-looking analysis on retention, expansion, churn drivers, and structural blockers.
Requirements
What you’ll need- Several years of experience in Customer Success Operations, Revenue Operations, or a comparable CS analytics or process-focused role.
- Proven ability to design, optimize, and scale customer lifecycle processes in a subscription-based SaaS environment.
- Strong analytical skills with experience owning complex KPI frameworks, retention metrics, and delivering executive-level insights.
- Deep familiarity with CX technology stacks, including CS platforms, CRM, billing, support, and workflow tools.
- Ability to turn ambiguous, complex problems into clear, structured, and measurable processes.
- Experience collaborating closely with Customer Success, Sales, RevOps, BI, and Product teams.
- Clear, concise, and credible communicator, comfortable influencing directors and senior stakeholders.
- Fluent French (C2) and strong professional English (C1).
Benefits
Comp & perks- Meal Vouchers: 19 meal vouchers per full month worked, valued at €9 each (60% employer-funded, 40% employee-funded).
- Transport: 50% reimbursement of your public transport subscription (upon proof of purchase).
- Employee Benefits Platform (Works Council): Access to discounts and perks via our CE platform.
- Health Insurance: Coverage under the company’s collective health insurance plan.
- Paid Leave: 25 days plus 5 additional paid leave days per year, based on a five-day working week.
- Extra Paid Leave: 5 additional paid leave days per year, on top of statutory holiday entitlement.
- Remote Work Policy: Up to two days of remote work per week (after completion of the probationary period and subject to manager approval).
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI FrameworksCustomer Lifecycle ProcessesData AnalysisProcess OptimizationAutomation Design
Soft Skills
Clear CommunicationInfluencing StakeholdersProblem SolvingCollaboration