Primo has been live for over 3 years and is already trusted by 300+ companies across Europe, UK, and the US.

Our customers don’t just use Primo - they rely on it to run critical IT workflows every single day. Onboarding, offboarding, device management, licence tracking. This isn’t a “nice-to-have” tool; it’s infrastructure.

The Customer Success is the owner of the customer relationship for our growing portfolio of SMB clients. You’ll manage ~200 accounts - and as Primo scales, so will your scope. You’re the person who ensures customers get value from day one, stay engaged, expand, and renew - year after year.

Your work directly impacts:

• Activation & time-to-value: customers who onboard well become power users.

• Retention & expansion: engaged customers renew and grow.

• Customer satisfaction: you turn friction into trust, and trust into advocacy.

• Product quality: you surface patterns, share feedback, and help us build a better product.

It’s a central role in Primo’s growth engine.

Your day-to-day will look like this:

• Lead onboarding end-to-end: You guide new customers through setup, configuration, and first value - making sure they start strong and don’t lose momentum.

• Drive adoption and engagement: You proactively monitor usage, identify at-risk accounts, and run targeted actions to keep customers active and growing.

• Own renewals and expansions: You anticipate renewal dates, build strong relationships, and identify upsell opportunities in your portfolio.

• Be the customer’s voice internally: You collect and synthesize feedback, identify patterns, and escalate product pain points or necessary improvements to Product & Engineering.

• Collaborate with the Care team: You work hand-in-hand with CareOps and the IT Support Specialist to ensure smooth escalation flows and a seamless experience for customers.

• Build and improve CS processes: You contribute to the playbooks, templates, and automations that help us scale a high-quality CS motion.

• You have 2–4 years of experience in Customer Success or Account Management in a SaaS or B2B environment - and you’ve owned a portfolio end-to-end.

• You’re fluent in both French and English - your customers span France, Europe, and beyond.

• You love managing a diverse portfolio and you’re good at calibrating your attention: knowing who needs a QBR, who needs a quick check-in, and who just needs to be left alone to thrive.

• You don’t just execute a CS playbook, you want to build one. Processes, templates, automations: you see the gaps and you fill them.

• You describe yourself as talented, motivated, interesting, and intense. You set a high bar for yourself and the people around you.

• You thrive in small, sharp teams with limited management layers and reporting overhead.

• Beyond the business, you want to help shape our culture and team - what it feels like to work here matters to you as much as the results.

Simple and fast - designed so we can get to know each other and see how we work together:

1. Fit interview (30’)

2. Technical & Fit interview with Clémentine, Head of Care & Success (45’)

3. Business Case with Olivier (CRO) and Clémentine (1h)

4. Final onsite interview at the Paris office (1h) - to meet the team and Martin (CEO)

5. Reference check