As Customer Success Manager, you will own the end-to-end customer lifecycle for a portfolio of Fortune 500 accounts — from set-up and onboarding through adoption and value realisation. You will partner with Account Managers on renewals and commercials, with a mandate to deliver customer outcomes, value, and margin.

Key Responsibilities & KPIs:

1️⃣ Value & Success Ownership

• Co-define success plans: business outcomes, metrics, and exit criteria for pilots.

• Lead value realisation: publish ROI reports, run bi-annual Value Review cadence with executives.

• Partner with AMs to secure renewals and expansions.

2️⃣ Product-Led CS:

• Design scalable onboarding flows, templates, and enablement assets.

• Run one-to-many onboarding and training programs.

• Say no to bespoke unless it scales into repeatable patterns.

3️⃣ Automation & Margin:

• Track and manage COGS per account; drive account-level margin improvement plans.

• Automate onboarding, reporting, and handoffs across CS/Support/Eng.

• Instrument time tracking and efficiency metrics for the CS function.

4️⃣ Customer Engagement & Change Management

• Manage executive comms during incidents/outages; own post-mortems with Engineering; define SLAs with AM/Support.

• Multi-thread across stakeholders, train champions, and create certification paths.

• Run user councils, office hours, and adoption programs.

🎯 KPIs will be responsible for 🎯

• Monthly Active Users (MAUs)

• Penetration of MAUs

• Efficiency metric (profitability per account)

• NPS (in collab with Account Management)

• At least 4/5 years experience in B2B enterprise Customer Success (or less if you’ve built CS from scratch).

• Experience managing Fortune 500 accounts through complex onboarding and adoption cycles.

• Strong program management skills: able to orchestrate multiple workstreams with exec visibility.

• Proficiency with product analytics, automation, and data tools.

• Executive communication skills: confident with VP/C-suite.

• AI-literate: able to use/compose prompts and leverage no-code tools to automate CS workflows.

• A product-led mindset: you look for scale, automation, and repeatability before customization.

What you’ll love about working at Descartes & Mauss

• Work from home (or wherever you perform best) up to 3 days per week
  -> every Wednesdays & Thursdays we meet at our WeWork space in Paris 9ème
  -> you’ll have a WeWork card to use their offices worldwide

• Extended full remote periods during summer and the end of the year, allowing you to spend more time with loved ones

• 18+ nationalities represented (and growing!) and 50-50 gender balance, ensuring equal opportunities for all

• 3 company-wide workshops per year, some featuring expert speakers! And an international company offsite every year - our last one was in Tuscany in 2024!

• 50% of Navigo transportation costs reimbursed

• Swile card for meals, with a daily allowance of €16, 55% covered by us

• An extra day off on your birthday apart from 25 days off + RTTs  🎊

• Buddy program for all newcomers, ensuring a smooth integration with guidance from experienced team members

• Access to training resources and mentorship from experienced peers and managers

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• 30 mins chat with HR team

• 30 mins chat with the hiring manager

• A Case Study

• Office tour & meet the team (if you’re Paris based) - if your team is based in Paris, we’d love to invite you to our office for a quick tour and to meet them in person!

D&M celebrates diversity and is committed to creating an inclusive environment for all employees. Studies show that women and people from underrepresented groups often hesitate to apply unless they meet all the criteria. If you’re excited about this role but don’t meet every single requirement, we encourage you to apply anyway. You might be just the person we need!