Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (SaaS): Own client renewals, retention, and net retention targets for agile technology brands using hirify.global with an accent on driving feature adoption and building shared success plans. Focus on analyzing product usage, providing strategic guidance, and coordinating cross-team support to ensure customer objectives are met.

Paris (hybrid, likely spend time onsite with customers and travel internationally)

Company

Leading customer engagement platform with AI-powered messaging, journey orchestration, and personalization for brands worldwide.

What you will do

• Own client renewals, retention, and net retention targets as the main point of contact and trusted advisor.
• Partner with Account Executives to ensure excellent customer experience and commercial alignment.
• Drive feature adoption through success plans, strategic guidance, enablement, and usage analysis.
• Build strong relationships for advocacy, solicit product feedback, and identify upsell opportunities.
• Maintain regular contact via check-ins, events, and Executive Business Reviews; act as escalation point.
• Mentor junior colleagues and transition clients from onboarding to ongoing activity.

Requirements

• Perfectly speak English and French.
• 3-6 years in customer success, onboarding, implementations, or project management.
• Proven track record managing complex, high-value accounts with multiple stakeholders.
• Excellent communication, follow-up, time management, and project management skills (PMP, Agile preferred).
• Strong technical knowledge in SaaS, Mobile, APIs, Marketing Automation, Analytics, or Programming (HTML).
• Team player with intellectual curiosity and experience with fast-moving tech companies (100-1000 employees).

Culture & Benefits

• Competitive compensation including equity, retirement, and Employee Stock Purchase Plans.
• Flexible paid time off, comprehensive medical/dental/vision/disability benefits, family services, and parental leave.
• Professional development with career pathing, learning platforms, and yearly stipend.
• Hybrid work fostering work-life harmony, in-office experiences for community, and volunteer opportunities.
• Employee Resource Groups and collaborative, transparent culture recognized as Great Place to Work.