At Mercateam, our commercial growth has been exponential: every month, leading manufacturing sites adopt our SaaS solution to enhance workforce efficiency and operational excellence. Our mission is to put humans back at the center of the Industry 4.0 revolution, valuing know-how to help industrial players grow faster and stronger.

The Customer Success team plays a central role in ensuring our clients extract maximum value from Mercateam, driving long-term adoption, loyalty, and revenue growth.

As a Senior Customer Success Manager, you will own a territory within a given industrial sector and act as the strategic partner for your accounts. You will be accountable for customer health, renewals, upsell, and Growth Into Accounts (GIA), while building strong relationships across all customer personas — from operational teams to executive stakeholders.

This is a senior individual contributor role, with strong business ownership and high strategic impact.

🧩 Your Missions

🏭 Territory & Account Ownership

• Own and manage a portfolio of strategic accounts within a defined territory and industry sector

• Act as the primary point of contact and trusted advisor for all customer stakeholders

• Ensure overall account health, adoption, and long-term success

• Build and maintain relationships with all key personas: operational users, HR, training, plant managers, and executives

🔁 Revenue Retention & Renewals

Objective: maintain churn below 5%

• Secure contract renewals by ensuring Mercateam is deeply embedded in customers’ daily operations

• Proactively monitor customer health, usage, and satisfaction

• Anticipate risks and lead mitigation plans before issues arise

• Drive change management and support customer enablement on existing and new features

• Turn satisfied customers into strong ambassadors of Mercateam

📈 Revenue Expansion – Upsell & GIA

Objective: grow portfolio revenue by 20% year-over-year

• Identify upsell and Growth Into Accounts (GIA) opportunities across sites, teams, and use cases

• Deeply understand customers’ long-term objectives, constraints, equipment, and operational gaps

• Define and execute account strategies to expand Mercateam’s footprint within each organization

• Map stakeholders, decision-makers, and influence circles to navigate complex customer organizations

• Lead upsell and GIA initiatives in close collaboration with the Sales team

• 📊 Strategic Account Management

  • Build and execute Customer Success Plans for key accounts

  • Run regular Business Reviews with senior stakeholders to demonstrate value, align on objectives, and drive strategic decisions

  • Use data and insights to guide customers toward best practices and measurable ROI

  • Collaborate closely with internal teams (Product, Tech, Deployment, Sales, Marketing) to relay customer feedback and influence roadmap priorities

• This role is ideal for a Senior Customer Success Manager or Account Manager who wants strong ownership, revenue responsibility, and strategic impact — without people management.

  You bring:

  • 5+ years of experience in Customer Success, Account Management, or a similar client-facing role

  • Strong background in B2B SaaS, ideally with complex or enterprise customers

  • Proven experience managing renewals, upsell, and account expansion

  • Ability to lead strategic conversations with senior stakeholders

  • Strong analytical mindset, structure, and rigor

  • Interest in technology and industrial environments

    🌍 Languages:

  • Perfect English (mandatory)

  • Professional French strongly preferred

  • Any additional language (Spanish, German, etc.) is a strong plus

• Introductory call to assess mutual fit

• First interview with the Head of Sales

• Second interview with the CEO

• Client use case at our office & meeting with the Customer Success team