Senior Customer Success Manager

Who we are

We operate a subscription e-commerce site selling coffee, tea and brewing gear, shipped from our own warehouse. Built and run from Rouen, the site connects pet owners with local sitters and dog walkers.

The role

We are adding a Senior Customer Success Manager to our SMB team. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. This role is fully remote within France.

What you'll do

• Run quarterly business reviews with customer stakeholders
• Escalate product bugs and feature requests through Jira with clear context
• Build success plans with measurable goals for each account
• Report monthly on churn risk and saves
• Monitor usage and health scores in Gainsight and act on red flags
• Recruit happy customers for references and case studies
• Own a portfolio of 30 to 50 accounts and their overall health

Requirements

• 5+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Travel up to 15%
• Organised across many accounts at once
• Comfortable presenting to directors and VPs
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

Benefits

• Health insurance (mutuelle) covered at 60%
• Two days of remote work per week
• Training budget
• Remote work allowance
• Meal vouchers
• RTT days

Please submit your CV in English.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Provence Apps.