A strategic role at the heart of Customer Success

What if these words resonate with you: Impact, Love Impact, complex environments, diverse stakeholders?

At Powell, we are looking for a Senior Customer Success Manager - Enterprise, able to support our most strategic clients and turn their Digital Workplace into a true driver of performance and engagement.

Your mission ?

You will manage a portfolio of Enterprise accounts across EMEA, with a clear objective: maximize customer value, secure retention, and build long-term strategic partnerships

In this role, you are:

• a trusted advisor to your clients

• a senior orchestrator across the ecosystem (clients, partners, internal teams)

• a driver of value and growth across your accounts

• a key contributor to improving Powell’s customer experience

Your scope ?

• around 30 Enterprise accounts

• complex, multi-stakeholder environments

• large-scale, strategic projects

• high internal and external exposure

• French or English required

What you will do ?

Drive customer value & transformation

• deeply understand business and organizational challenges

• design and lead strategic Success Plans

• drive adoption at scale

• lead Executive & Business Reviews (QBR / EBR)

• support clients in transformation and change management

You bring vision and structure, going beyond the product with a clear value-driven (not feature-driven) approach.

Drive retention, growth & customer advocacy

• secure renewals

• build and execute expansion strategies

• identify and develop reference customers

• contribute to advocacy initiatives (testimonials, case studies, etc.)

You are a direct lever for growth and customer influence, working closely as a key partner to your KAM.

Orchestrate complex ecosystems

• align internal and external stakeholders

• coordinate partners and Powell teams

• bring together the right people to address customer challenges

You are the balancing point across all stakeholders.

Drive operational excellence & data

• monitor key KPIs: adoption, retention, satisfaction

• analyze data to identify risks and opportunities

• build and execute action plans

• contribute to continuous improvement of Customer Success practices

You combine strategic thinking with a data-driven mindset.

Influence product & strategy

• structure and prioritize customer feedback

• collaborate with Product teams

• represent the voice of strategic customers

• contribute to shaping the roadmap

What makes a great Senior CSM at Powell ?

• ability to step back and build a clear vision

• strong business and customer analytical skills

• confidence interacting with stakeholders at all levels and across departments

• autonomy and decision-making ability

• strong focus on value, impact, and outcomes

Your profile

• 10+ years of experience in a SaaS environment

• proven experience as a Senior Customer Success Manager

• strong experience managing Enterprise or strategic accounts

• excellent understanding of customer challenges and ability to propose relevant solutions

• strong analytical and structuring skills

• experience in retention, expansion, and account growth

• excellent communication and cross-functional collaboration skills

Technical environment

• experience with Digital Workplace projects or similar is a plus • good knowledge of Microsoft 365 (SharePoint, Teams, etc.) is a plus

Why join Powell ?

• a strategic role with high impact

• a portfolio of high-stakes accounts

• a collaborative and engaged Customer Success team

• a fast-growing international environment

• hybrid remote work

• competitive compensation (fixed + variable)

• Interview with our HR team

• Interview with Mélanie, CSM Team Lead

• Business case on a strategic customer scenario

• Interview with Alban, CX Leader

• Offer

• Curiosity and the ability to challenge are part of our DNA.