Filigran

Manager, Customer Success Management

Filigran

full-time

Posted on:

Location Type: Remote

Location: France

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About the role

  • Own and manage the full customer journey for key accounts: onboarding, adoption, training, and renewal
  • Deliver training and carry out technical missions for customers across Europe
  • Build strong, proactive, and trusted relationships with strategic customers in the region
  • Identify and support upsell and cross-sell opportunities in close partnership with Sales
  • Collect and channel customer feedback to continuously improve product and service quality
  • Track success metrics and leverage data to drive customer strategy and engagement
  • Partner with the VP of Customer Success EMEA and the existing CSM Manager to refine and evolve the regional CS strategy, operating model, and team structure
  • Recruit, onboard, and mentor the CSM, driving performance and professional growth
  • Contribute to improving internal playbooks, processes, and best practices to support the growing European customer base
  • Serve as a relay between your team and Customer leadership, ensuring alignment on priorities, escalations, and performance

Requirements

  • Own and manage the full customer journey for key accounts: onboarding, adoption, training, and renewal
  • Deliver training and carry out technical missions for customers across Europe
  • Build strong, proactive, and trusted relationships with strategic customers in the region
  • Identify and support upsell and cross-sell opportunities in close partnership with Sales
  • Collect and channel customer feedback to continuously improve product and service quality
  • Track success metrics and leverage data to drive customer strategy and engagement
  • Partner with the VP of Customer Success EMEA and the existing CSM Manager to refine and evolve the regional CS strategy, operating model, and team structure
  • Recruit, onboard, and mentor the CSM, driving performance and professional growth
  • Contribute to improving internal playbooks, processes, and best practices to support the growing European customer base
  • Serve as a relay between your team and Customer leadership, ensuring alignment on priorities, escalations, and performance
Benefits
  • Competitive pay + equity - everyone shares in our success
  • Remote-first, flexible, and balanced - work that fits your life
  • Your setup, your choice - pick the gear that works for you
  • Twice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer journey managementonboardingadoptiontraining deliverytechnical missionssuccess metrics trackingdata analysisupsellingcross-sellingprocess improvement
Soft Skills
relationship buildingproactive communicationmentoringteam leadershipperformance managementcustomer feedback collectionstrategic partnershipalignment facilitationproblem-solvingcollaboration