Senior Customer Success Manager

About the role

We are seeking a Senior Customer Success Manager to own and scale the entire post‑sale experience for our B2B clients. This hands‑on position blends strategic thinking with day‑to‑day execution, allowing you to build processes from scratch while leading a high‑performing team.

Key responsibilities

• Own the full customer lifecycle from onboarding to renewal, ensuring clear expectations and SLA compliance.
• Design and manage a standardized onboarding system segmented by client type, complexity, and risk.
• Drive retention and reduce churn through health scoring, early risk detection, and structured save plays.
• Lead renewals conversations with a value‑based approach to secure predictable outcomes.
• Oversee support operations, ticket routing, escalation management, and backlog control.
• Develop and maintain playbooks, SOPs, dashboards, and reporting to improve operational efficiency.
• Collect and translate Voice of Customer feedback into product, service, and process improvements.
• Operate CS tooling (CRM, ticketing/chat systems, dashboards) and automate reporting.

Required profile

• 3+ years in B2B Customer Success, Account Management, or Client Operations.
• Experience with accounting, fiduciary, or Big 4 environments is a strong plus.
• Fluent in French and English, both written and spoken.
• Comfortable working in a fast‑paced, ambiguous startup environment with high ownership.

Required skills

• Proficiency with CRM platforms.
• Experience using ticketing and chat tools.
• Advanced Excel / Google Sheets skills.
• Familiarity with BI reporting tools (e.g., Tableau, Power BI) – a plus.
• Basic knowledge of AI tools for automation.