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Hopae

Senior CSM – Implementation & Onboarding Lead

Hopae

Senior CSM leading the onboarding process for Hopae's global digital identity platform. Collaborating with various teams to enhance customer success and streamline implementations.

Posted 7/29/2026full-timeParis • 🇫🇷 FranceSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing complex onboarding projects within B2B SaaS, leveraging automation tools and customer success methodologies to enhance client experiences and drive outcomes. Proficient in cross-functional collaboration and technical communication with stakeholders across various departments.

Highest-signal resume keywords
Customer Success ManagementOnboarding Project ManagementAPI IntegrationsAutomation Tools (Zapier, Make, n8n)Fluent in English and French

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills
Customer SuccessImplementationTechnical OnboardingNPSHealth ScoringProject ManagementAPI IntegrationsAutomationDocumentationMulti-Stakeholder Management
Soft Skills
AutonomousOutcomes-DrivenCross-Functional CollaborationProblem-SolvingCommunication
Tools & Technologies
ZapierMakeN8nHubSpotIntercomNotionJiraGainsight
Industry Keywords
B2B SaaSIdentityKYCRegulated Tech

About the role

Key responsibilities & impact
  • Own onboarding end-to-end — kickoff through go-live — driving alignment across Product, Engineering, Legal, and Sales
  • Be the primary client contact during implementation: route requests, hold SLAs, monitor health and NPS, and surface friction before it escalates
  • Build CS playbooks and deploy AI-powered automation (Zapier, Make, LLM workflows) to reduce time-to-value and scale without headcount
  • Work cross-functionally with Sales, Marketing, and Product — handoffs, case studies, and roadmap input

Requirements

What you’ll need
  • 7+ years of experience, with at least 3 in Customer Success, Implementation, or Technical Onboarding in B2B SaaS
  • Proven managing complex, multi-stakeholder onboarding projects — you own timelines, surface blockers, and drive go-lives
  • Technical enough to hold your own with engineers and enterprise clients — API integrations, documentation, bridging both worlds
  • Fluent in NPS, health scoring and hands-on with automation tools (Zapier, Make, n8n) and CS tooling (HubSpot, Intercom, Notion, Jira, Gainsight)
  • Fluent in English; French is a strong advantage — based in Paris / Île-de-France, async-first, autonomous, and outcomes-driven
  • Background in identity, KYC, or regulated tech is a strong plus

Benefits

Comp & perks
  • Unlimited PTO
  • Remote-friendly work model
  • Real ownership from Day 1
  • High-impact, global product
  • Multicultural, respectful team