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About the role
Key responsibilities & impact- As a Small Accounts CSM, you are responsible for adoption, satisfaction and retention of a portfolio of small accounting practices.
- You build simple, effective onboarding and adoption journeys, deploy 1:1 and 1:many actions, and manage account health using data.
- Your objective: reduce time-to-value, drive regular usage of Pennylane and prevent churn, while identifying appropriate expansion opportunities.
- Segment your portfolio and define playbooks by firm type.
- Build lightweight, actionable Success Plans with clear milestones (activation, adoption of key features, autonomy).
- Put in place appropriate coverage rituals: targeted 1:1 meetings, office hours, webinars, adoption campaigns and self-serve content.
- Quickly align objectives, governance and success criteria with the firm.
- Plan pragmatic rollouts: checklists, templates, mini-training sessions (webinars, tutorials), calendar and tracking.
- Monitor weak signals (drop in usage, recurring tickets, negative feedback) and launch anti-churn action plans.
- Systematically document activity in Salesforce.
Requirements
What you’ll need- Minimum 2 years’ experience in an accounting or audit firm.
- Solid accounting fundamentals (not necessarily at expert level) and strong appetite for technology.
- Excellent interpersonal and teaching skills; ability to simplify complex topics and persuade stakeholders.
- Strong organizational and prioritization skills in a multi-account context, results-oriented.
- Strong data culture: comfortable with adoption and retention KPIs, rigorous CRM follow-up.
- Team player, curious, proactive and enjoys taking on challenges.
Benefits
Comp & perks- 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 vacation
- Opportunity to improve your English through Busuu
- A monthly allowance for all Pennylaners to support working from home or from a coworking space
- Easy access to our offices, located a few minutes from Saint-Lazare in central Paris
- Allocation of stock options (BSPCE)
- Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib
- A Mac
- We play many sports together and make a point of getting together regularly for company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company retreat, which fosters strong team cohesion for everyone.
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
accounting fundamentalsdata analysisCRMadoption KPIsretention KPIsonboardingplaybook developmentsuccess plansanti-churn action planschecklists
Soft Skills
interpersonal skillsteaching skillsorganizational skillsprioritization skillsresults-orientedcommunication skillscuriosityproactivityteam playerproblem-solving