Reporting to the Customer Experience team, the Customer Success Manager owns and drives client value across their portfolio by maximizing adoption, retention, and expansion. The role includes managing a strategic portfolio, with full accountability for performance and outcomes.

As a true strategic partner, the Customer Success Manager aligns product usage with clients’ business objectives and plays a direct role in driving growth.

Working closely with Account Managers, this role involves proactively identifying and qualifying upsell and cross-sell opportunities. A strong affinity for industries such as fashion, sport, and luxury is highly valued.

Key Responsibilities

• Onboarding & Adoption: Ensure deployment and long-term adoption aligned with clients’ priority use cases.

• Portfolio Management: Monitor account performance, anticipate risks, and activate value-driving levers.

• Retention & Satisfaction: Secure client relationships and maximize retention through proactive engagement.

• Expansion: Identify growth opportunities and contribute to the commercial pipeline.

• Project Coordination: Coordinate client-related projects

• Voice of Customer: Structure and share insights to inform product priorities and improve internal processes.

Profile

• 3–5 years of experience in Customer Success, Account Management, or a similar role in a B2B SaaS environment

• Strong understanding of client business challenges and SaaS value cycles

• Interest or experience in fashion, sport, or luxury sectors is a plus

Core Skills

• Portfolio management and performance ownership

• Data-driven mindset with strong results orientation

• Communication and stakeholder influence

• Problem-solving abilities

• Proficiency in SaaS environments

Soft Skills

• Team spirit and collaborative mindset

• Proactivity and sense of ownership

• Empathy with high relational standards

• Analytical mindset with strong business acumen

• Attention to detail and appreciation experience excellence