Responsibilities

1. Develop the Customer success for a self-serve product

   • We’re a start up, which means there is everything to build and/or improve 🚀 - help us create processes, to coordinate internal and client stakeholders for the development of our current customer base

   • Partner with CEO, Marketing and Ops to embed support insights into PLG funnel optimizations and release planning.

   • Design and document scalable workflows

   • Represent the “voice of the customer” in meetings

2. Maintain our Enterprise customer base

   • We care deeply about our customers’ experience with our products, so we need you to understand your customers’ goals and priorities to unlock the full partnership potential (from onboarding to promotion)

   • We seek to proactively ensure customer satisfaction at each stage of the customer journey. That means spotting customer risk, negotiating renewals, managing support issues, and reporting portfolio performance.

3. Manage the AM/CS team

   • The team is made up of 1 Senior Account Manager and 1 work-study trainee in Customer Success

Ideal Experience & Skills

• Startup mindset: bias to action, iterate rapidly, comfortable with ambiguity.

• Hands-on with modern support stacks (e.g., Zendesk, Intercom, Jira, Statuspage).

• Background in AI/ML or data platform products.

• At least 6y of experience, including a significant part in Customer Success

• English and French Spoken

Nice to Have

• Account management experience

• Management experience

Why You’ll Love This Role

• Direct line with founders, your work protects growth runway while shaping our PLG engine.

• Green-field: build processes, expand the team (at mid-term), choose and adapt the tools

• Highly collaborative, low-ego culture focused on delivering user value.

• Competitive comp (base + performance bonus + equity), Office in Paris (remote permitted), meal vouchers and health insurance