By JOINing our Customer Sucess team, you’ll be managed by Clara, our Team Lead CSM and work alongside Célia and Ariane, our Customer Success Managers.

Our team is responsible for managing the day-to-day customer relationship — a key function at the heart of JOIN. We act as a bridge between departments to ensure all efforts are aligned toward improving performance and processes in a truly customer-centric way.

As a Senior Customer Success Manager, you will play a key role in developing and managing relationships with our key accounts. You’ll be responsible for ensuring customer satisfaction within your portfolio, optimizing the use of our solution, and driving successful renewals.

💼 Your missions

1. Identifying and supporting key contacts

• Host kickoff calls with decision-makers to fully understand their objectives and key success factors.

• Organize regular strategic meetings with stakeholders to align on priorities.

2. Support and training

• Plan onboarding sessions with project managers to ensure proper understanding and use of our tool.

• Train customers on our new features to help them make the most of our solution.

3. Performance monitoring

• Analyze customer KPIs and suggest actionable steps to improve results.

• Set up regular follow-up meetings to keep customers engaged, gather feedback, and provide tailored recommendations.

• Prepare and deliver business reviews to your clients.

4. Customer support

• Provide high-quality support by responding quickly to questions and resolving technical issues with a strong sense of ownership.

• Collect customer feedback and work closely with the product team to help improve our tool.

5. Building customer loyalty and engagement

• Develop strong, trust-based relationships with customers by proactively understanding and addressing their needs.

• Organize regular in-person meetings and client lunches to strengthen relationships.

• Lead contract renewals by preparing business reviews that include KPI analysis, relevant recommendations, and presentations of new features.

• Collaborate with the marketing team to organize customer events (e.g. loyalty programs or award systems).

• Identify upselling opportunities for each account supported.

This list of responsibilities is not exhaustive — you’ll also take part in internal “build” projects depending on our business challenges, the team’s needs, and your own strengths and interests (e.g. improving HubSpot processes, enhancing upsell detection, etc.).

🎁 What we offer

• RTT days: every employee gets up two weeks of RTT

• Delightful healthcare insurance with Alan (100% coverage)

• Swile Card for your lunches (60% paid by JOIN)

• ClassPass: subscription for free classes and activities every month

• All the tools you need: Macbook Pro & noise-cancelling headphones.

• Monthly activities supported by JOIN (climbing, bowling, virtual reality activities, ice skating, etc.).

• Office: office space in the heart of Paris (”Bonne-Nouvelle” metro station).

💫 Our Culture & Values

At JOIN, our culture is the cornerstone of our success! We’re committed to providing a healthy, caring environment in which all our JOINers can flourish. To achieve this, we have 3 fundamental values that we embody on a daily basis and bring to life through a wide range of rituals:

1️⃣ We Care for individuals and embrace collective work

2️⃣ We dare, Persevere and learn

3️⃣ We build trust through Transparency

Want to know more about our core values? Discover our Culture Book now!

• You have at least 3 years of experience in a similar position working with key accounts.

• You know how to manage several accounts simultaneously and prioritize your tasks.

• You’re customer-centric and know how to build and maintain solid relationships.

• You have strong analytical skills 👉 you know how to monitor and interpret data to identify avenues for improvement and provide customers with concrete strategies.

• You have a good understanding of KPIs linked to digital engagement (conversion rate, engagement rate…).

• You are fluent in French and English.

• Knowledge of Hubspot CRM is a plus.

1️⃣ 30 min call with Mélinda, our Talent Acquisition Manager, to make sure our expectations are aligned 🤙

2️⃣ 1-hour interview with Nicolas, our Co-Founder, to discuss more about your background, your motivation, your projection and answer all your questions 🤝

3️⃣ 1 hours practical case in our offices, to get a better understanding of your skills 💻

4️⃣ 2 hours culture coffee: A final on-site meeting to meet the team to get a feel of the work atmosphere and discover our company culture ☕

🤩 Sounds like you?

Then we should probably meet! Start with sending us an overview of your background (either a resume or a LinkedIn profile), as well as a short note to tell us why we’re a great fit for each other. We’ll review your application and get back to you quickly!