Customer Success Manager (SaaS)

Location: Paris, La Défense, France; hybrid work setup

Base salary: €50,000–€55,000 per year; variable component up to €3,000 at 100% achievement of objectives

Company

hirify.global, part of Namirial, provides a cloud-native platform for secure digital transactions, including identity verification, electronic signatures, authentication, fraud prevention, archiving, and electronic invoicing.

What you will do

• Build and maintain trusted customer relationships as the primary point of contact, understanding business objectives and tailoring success strategies.
• Guide customers through onboarding and conduct virtual and in-person product training.
• Represent customer feedback internally, address implementation and project issues, and collaborate with Product and Support teams.
• Drive product adoption and optimization by monitoring usage and recommending improvements.
• Improve retention by tracking customer health metrics, developing churn-mitigation strategies, and identifying upselling and cross-selling opportunities with Sales.
• Maintain CRM records, report on customer success metrics, and collaborate with Sales, Marketing, Product, and Support on account goals, handovers, and steering committees.

Requirements

• 5+ years of experience in customer success, account management, or similar customer-facing roles in a SaaS company.
• Experience delivering contract renewal cycles, adoption strategies, and customer success programs.
• Ownership of company and customer outcomes with a solution-oriented mindset.
• Leadership skills for aligning teams and stakeholders around success goals.
• Fluent French and English.
• Exceptional communication and interpersonal skills, strong problem-solving abilities, and a proactive mindset.
• Ability to analyze data and metrics to support insights and decision-making.
• Organizational skills for managing multiple accounts simultaneously.

Nice to have

• Proficiency in CRM tools such as Salesforce and customer success platforms.

Culture & Benefits

• Flexible hybrid work setup and flexible working hours.
• Framework status with RTT.
• Health insurance covered at 100%.
• Meal vouchers.
• Tailor-made onboarding and skills development program.
• Permanent role with regular team events.

Hiring process

• 30-minute HR discovery call.
• Interview with a Senior CSM, followed by a business case.
• Interview with the CSM Manager, C&OPS Director, and business case feedback, followed by a reference check.