To be considered for this position, please submit your application through our official Career Page here (no additional forms, only your CV is needed). We will only review your CV in our job platform:

https://jobs.ashbyhq.com/dedale?utm_source=bJpMZjlrAY

Thank you.
Dedale Team

Your Opportunity:

Our Customer Success team plays a pivotal role in ensuring customer retention and driving expansion, contributing significantly to the success of our clients around the world.

 As a Customer Success Manager, you will own the full customer lifecycle from post-sale onboarding to renewals and expansion. You will serve as a strategic advisor and trusted partner to our institutional clients, including prestigious PE investors, M&A advisors, and leading software companies. Your mission will be to foster strong advocacy within accounts and ensure our customers realize tangible business value from our products.

 In this role, you will lead a team of high-performing Customer Success specialists, ensuring exceptional service and measurable outcomes for our clients. You will collaborate closely with the Sales team, Product team and Research team to drive Dedale’s growth. Your leadership will be instrumental in resolving escalated issues, improving retention, increasing adoption, and spearheading strategic initiatives to enhance the Customer Success function such as building KPI dashboards, training the CS team, and identifying new opportunities to support Dedale’s continued success.

Role & Responsibilities:

Lead and scale the CS team and processes [BUILD]

• Deploy seamless onboarding (sales/CS transition and ‘perfect’ first 6-months to drive adoption) and renewal processes (100% renewal, on time)

• Automate and scale reporting (account health, engagement and feedback)

• Continuous improvement of requests process

• Training and growth of the CS team members

Relationship management [FRONTLINE]

• For all accounts:

  • Provide all necessary info and warning to KAM/Sales/VPs/Tech team (360° view of each accounts)

  • Collaborate to the build of success plans

  • Ensure day-to-day needs (request & tech issues management and escalation)

  • Ensure proactive engagement (intelligence push management)

• For ‘non-KAM’ accounts:

  • directly manage relationship and ensure renewal & expansion opportunities

Your Profile:

• 3-5 years of experience working as a Customer Success Manager

• Experience in B2B CSM position in start-up/scale-up (not too big / small teams) - Fintech preferred

• You are a builder. You thrive in an environment which allows you to create, test and improve processes and ideas.

• You will feel right at home if you have an international experience

To be considered for this position, please submit your application through our official Career Page here (no additional forms, only your CV is needed). We will only review your CV in our job platform:

https://jobs.ashbyhq.com/dedale?utm_source=bJpMZjlrAY

Recruitment Process:

• Introductory call with Jan, Talent Acquisition Manager or Tra, Global Head of HR

• 1st Interview with Maxime, our CPO and CDO

• Case Study wit Maxime and Cédric, our Head of Sales

• Pre-Final Interview with Ben, our CEO

• Final Interview with Julia, our Managing Director and the HR team