Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing customer relationships and ensuring product adoption for digital transaction and identity solutions with an accent on account growth, retention, and onboarding. Focus on driving long-term loyalty, optimizing customer health metrics, and collaborating with product teams to align solutions with business goals.

Location: Flexible hybrid work set up (Paris, Barcelona, Valencia, or Madrid)

Company

European leader in unified digital transaction management providing SaaS solutions for electronic signatures, KYC, and digital identity security.

What you will do

• Build and maintain trusted relationships as the primary point of contact for customers.
• Guide customers through the onboarding process and conduct product training sessions.
• Drive product adoption by identifying opportunities to enhance usage and maximize value.
• Monitor customer health metrics (NPS, churn) and develop strategies to increase retention.
• Identify upselling and cross-selling opportunities in collaboration with sales teams.
• Advocate for customer needs by collaborating with Product, Sales, and Marketing teams.

Requirements

• 5+ years of experience in customer success or account management within a SaaS company.
• Experience delivering contract renewal cycles, adoption strategies, and success programs.
• Fluency in French and English is required.
• Strong leadership skills and a solution-oriented mindset.
• Proficiency in CRM tools, specifically Salesforce.

Culture & Benefits

• Flexible hybrid work setup and flexible working hours.
• 100% covered health insurance and meal vouchers.
• Tailor-made onboarding and skills development programs.
• Framework status with RTT.
• Regular team events to maintain a positive atmosphere.

Hiring process

• HR Discovery Call.
• First interview with a Senior CSM.
• Business case assignment.
• Second interview with CSM Manager and C&OPS Director including business case feedback.
• Reference check.