Customer Success Manager (SMB & Mid-Market)

Join our team as a Customer Success Manager, where you will be the primary point of contact for a portfolio of 30 or more SMB and mid-market customers. You will build strong relationships, drive adoption, identify risks, and spot growth opportunities. This role is ideal for someone with 1-2 years of experience in a customer-facing SaaS role who is ready to take full ownership of a diverse portfolio. You will work closely with Sales, Support, and Product teams to ensure customer success and satisfaction.

• Gérer la relation quotidienne avec un portefeuille de plus de 30 comptes SMB et mid-market, en agissant en tant que point de contact principal et conseiller de confiance.
• Construire des relations solides avec les parties prenantes clés de chaque compte, en vérifiant régulièrement l'engagement des clients et en identifiant les opportunités de croissance.
• Surveiller l'utilisation du produit dans votre portefeuille et identifier les clients qui n'utilisent pas pleinement la plateforme, en créant des plans ciblés pour améliorer l'adoption.
• Experience using a CRM (Salesforce, HubSpot, or similar)
• 1–2 years of experience in a Customer Success, Account Management, or customer-facing role within a B2B SaaS company
• Familiar with AI productivity tools and keen to adopt new technologies that improve efficiency and client outcomes
• Confident running calls, product walkthroughs, and training sessions independently
• Comfortable managing a high-volume portfolio of accounts (30+) with varying levels of complexity and maturity
• Demonstrable experience driving product adoption and customer engagement, with examples of accounts you have turned around or grown
• Experience working with SMB or mid-market customers, where speed, volume, and efficiency matter as much as depth of relationship
• Familiarity with advocacy, referral, or loyalty marketing concepts
• Background in Martech, CRM, marketing automation, or data-driven marketing a strong advantage and will accelerate your ramp time significantly
• Collaborative: you work well with Sales, Support, and Product, and you share what you learn with the wider team
• Proactive and energetic: you take the initiative, bring fresh ideas, and do not wait to be told what to do
• Problem-solver: you enjoy getting into the detail to understand what a customer really needs and finding the right answer
• Organised and reliable: you manage a large, varied portfolio without things slipping through the cracks
• Strong communicator: clear and confident on calls and in writing, able to adapt your style to different audiences
• Commercially aware: you understand the difference between a healthy account and an at-risk one, and you act accordingly