🏢 About Prolong

Prolong is entering an exciting phase: we’re transitioning from startup to scale-up. We’re experiencing strong traction and are closing in on our Product-Market Fit.

Our SaaS platform is reshaping how brand and retailers players manage the repairability, lifecycle, and circularity of their products — unlocking new models for sustainability, operational efficiency, and global scalability.

We are already trusted by leading brands such as Fusalp, Veja, The North Face, Bocage, validating both the strength of our mission and the scale of the opportunity.

We are guided by strong values that shape both our product and our culture:

🫶 CARE — We care for each other, our work, and every single user.

🚀 AMBITIOUS — We challenge the status quo and build globally by default.

🤝 TRUST — We own our results and lead through reliability and excellence.

🧑‍🎓 FAST LEARNERS — We move fast, learn faster, and never stop improving.

🎯 Your Mission

You’ll work directly with the Co-Founder & COO to shape the future of our Operations. This is a foundational role and the first one in the Operation team. We’re looking for someone who is not just an executor, but a co-builder, a thinker, and a doer who thrives in ambiguity and wants to have a lasting impact on how we scale Prolong to more and more brands and retailers.

• CORE STRATEGICAL MISSION - Customer Success Management

  • Define, build & structure - together with the COO - the CSM minimal journey (vision, tools, process, standards, etc.) to ensure the scale, expansion and retention objectives

  • Proactively ensure retention of existing clients by

    • ensuring optimal usage of Prolong solution,

    • following key KPIs (usage, quality of service, satisfaction, etc.),

    • continuously proving Prolong business value and building cases studies,

    • ensuring we are on track with our client key success objectives,

    • etc

  • Proactively identify and validate expansion business opportunities together with the COO and the Sales Team

  • Be the unified voice of customers & users by continuously collecting and consolidating on-field user feedbacks to help for Product Roadmap prioritization

• CORE OPS MISSION - Project delivery
  Ensure scoping, integration & roll out on Prolong solution for new clients - on already known vertical & positioning and requiring only a few co-developments

  • Scoping:

    • Map existing user journey for main Prolong personae

    • Write and validate together with the brand the project framing note (including Tech workflow mapping, key configuration & needed integration)

    • Organize client rituals and animate dedicated exchanges

  • Configuration & integration:

    • Follow-up workflow configurations & tech integration, and ensure deadlines are met

    • Implementing detailed QA to validate the brand setup

  • Roll out & Training

    • Support the brand into implementing User Acceptance Tests to validate the solution

    • Consolidate training support and ensure live training sessions with main key personae

• EXTRA OPS MISSION - Other operational actions

  • Take over the RUN of Customer Care & Support, allowing the COO to focus more on strategy & long term vision

  • Build and animate the We Care We Repair global community of Care & Repair experts

  • Help improve existing process, tools and knowledge to optimize & scale operations

  • Explore how Gen AI, agents, and automation can be leveraged to boost operation productivity, streamline process, and accelerate value delivery

🧑‍💻 The Team You’ll Join

• You’ll report directly to the Co-Founder & Chief Operation & Data Officer (COO).

• You’ll work closely with the COO, our existing clients, and the developer in charge of technical project delivery

• You’ll collaborate closely with Sales, Product, and Tech teams

• You have 6+years experience in Customer Success - ideally CSM high touch in SaaS B2B xor platform-oriented companies - and a proven project delivery track records

• You have an entrepreneurial agile mindset and are very eager to partner with the Co-Founder & COO to co-build and structure the future of Prolong operations

• You master client facing and are confortable with dealing with touchy situations

• You have strong organizational and project management skills

• You’re analytical and comfortable defining and measuring how Prolong brings business values

• You are hands-on, care about users experience and have a problem solver approach

• You love learning fast, improving constantly, and building things that matter.

• You are curious and proactive about how Generative AI, agents, and automation can transform operations — and you’re eager to test and implement innovative approaches.

• You are fluent in both French and English, and another European language is a plus

• Bonus: experience with international markets or enterprise software

🔎 Our Hiring Process

We believe in keeping our process clear, respectful of your time, and focused on real collaboration.

1. Screening Call (30 min) with Margot - A quick conversation to align on mutual expectations, your motivations, and the fit with the role and team culture.

2. Interview with COO combined with a case study presentation (1h00) — We are more interested in your thinking, not your slides

3. Team Touchpoint — You will meet other founders and team members to get a better sense of the Prolong vibe.

4. Reference calls

5. Meet us physically in Paris

We move fast and give feedback at each step. Our goal is for you to leave the process with clarity — whether we move forward or not.

🌱 Why Join Prolong

• A core role during a pivotal moment in our growth.

• True ownership and impact — you’ll shape not just operation, but the way we deliver value to clients

• Work alongside a humble, driven team that cares deeply about their craft and their mission.

• A mission-driven company building for a more sustainable, circular future.

• Remote-first culture: work from wherever you are most productive — with full-team on-site gatherings every 6 weeks to build strong connections, align on priorities, and enjoy time together.

• Flexibility (remote or Paris), and real career growth

🌍 Diversity & Inclusion at Prolong

At Prolong, we believe that diverse teams build better products and stronger companies.

We are proud to foster an environment where care, trust, and ambition are not just words but daily realities.