Pennylane

Customer Success Manager – Medium Accounts

Pennylane

full-time

Posted on:

Location Type: Remote

Location: France

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About the role

  • As a CSM for Medium Accounts, you are responsible for adoption, satisfaction, retention and expansion of a portfolio of mid-sized firms (between 150 and 300 client files).
  • You act as the strategic partner for the firms in your portfolio and support them in their digital transformation journey with Pennylane: platform adoption, evolution of business practices, optimization of internal firm management, and proposing additional services to their clients.
  • Take ownership of the firm relationship once migration is completed, delivering a high-value customer experience.
  • Ensure high levels of satisfaction through a proactive approach, while empowering firms to take responsibility for the actions they must take to unlock value (CSAT).

Requirements

  • Minimum 2 years’ experience in an accounting/audit firm, B2B SaaS Customer Success, or client-side project management, ideally managing a high-volume portfolio.
  • Solid accounting fundamentals (not necessarily expert-level) and a strong interest in technology and business transformation.
  • Excellent interpersonal and teaching skills; ability to simplify complex topics and persuade stakeholders.
  • Strong organizational and prioritization skills in a multi-account environment, results-oriented.
  • Strong data culture: comfortable with adoption and retention KPIs, meticulous about CRM follow-up.
  • Team player, curious, proactive, and challenge-driven.
Benefits
  • One of the best health plans on the market (Alan Blue and Alan Mind)
  • Meal vouchers (Swile card)
  • Between 6 and 12 additional RTT days on top of 5 weeks of paid leave
  • A dedicated monthly budget for all Pennylaners to support working from home or in coworking spaces
  • Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
  • An allocation of BSPCE (stock options)
  • Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
  • A Mac
  • We regularly play sports together and make a point of gathering frequently for company events such as Tech Days (which allow remote Pennylaners to meet every 3 months) and our annual company retreat, which fosters strong team cohesion.
Applicant Tracking System Keywords

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

Hard Skills & Tools
accounting fundamentalsB2B SaaScustomer successproject managementdigital transformationCRMKPIsportfolio managementdata analysis
Soft Skills
interpersonal skillsteaching skillsorganizational skillsprioritization skillsresults-orientedteam playercuriosityproactivitypersuasion