Mid-market Customer Success Manager, UpSlide

• 2/3+ years of experience in Customer Success, Account Management, or a related client-facing/revenue role in a B2B environment
• Proven experience managing renewals and churn across a portfolio of accounts, with the confidence to handle difficult conversations (renegotiation, dissatisfaction) as needed
• Proven ability to identify and close expansion/upsell opportunities, with a hunter mindset and a strong ROI orientation
• Experience autonomously managing a sizeable portfolio, ideally including Mid-Market accounts
• A structured, analytical approach to account planning at volume, using data to prioritize a broad book of business and anticipate risk
• Operational rigor: accurate CRM data, reliable follow-up, dependable forecasting
• Excellent written and verbal communication in French and English
• Ability to work independently in a fast-paced, international environment
• If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why

Desirable

• You will join our Global MidMarket Customer Success team, a group of Customer Success Managers who each own a broad, evolving portfolio of mid-market accounts. While the function operates globally, this specific opening is dedicated to the EMEA & APAC regions
• Based in Paris, you will work closely with 2 Mid-Market CSMs (1 in London, 1 in NYC) and 1 Scale Ops Manager (Paris). Matthieu, Head of Scale CSM and your manager, based in Paris, will support you in achieving your goals. You will also be part of a global Customer Success community across our international offices
• Here is what the Go-To-Market organization looks like at UpSlide:
• Account Executives: Prospect, acquire new business acquisition and expand existing accounts
• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment
• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth. Split between Enterprise CSMs, who build deep, tailored relationships with a small number of strategic accounts, and Mid-Market CSMs, who manage a larger book of accounts with a focus on speed and ROI, acting where and when it counts
• Support Engineers: Resolve day-to-day technical questions and issues, and ensure a smooth customer experience
• As a Mid-Market Customer Success Manager, you will own a broad portfolio of Mid-Market accounts end-to-end. Working at pace and using usage data and account signals to prioritize your day, you will make sure your accounts renew, stay healthy, and grow, spotting upsell/expand opportunities as proactively as you spot churn risk, and owning both through to close
• This is a role for someone energized by volume and by building repeatable, data-driven ways of working across a large book of business, without losing the client-first mindset that drives portfolio growth
• Portfolio Ownership & Signal-Driven Execution (60%)
• Own the business performance and KPIs of a large portfolio of Mid-Market accounts, and take individual accountability for contributing to team and company targets:
• Own your portfolio's KPIs (usage, renewal rate, NRR, churn) end to end with a hunter/rescuer mindset: moving fast to capture opportunity, and stepping in decisively when an account is at risk
• Structure your coverage around two core touchpoints, kickoff and renewal, complemented by additional touchpoints where and when the data calls for it
• Continuously monitor usage data, health scores, and other signals to prioritize your day and catch risk or opportunity early
• React quickly and decisively on negative signals to protect the account, and on positive signals to capture upsell potential
• Judge, account by account, how much time and effort a situation deserves, and adjust your touchpoint cadence accordingly - guided increasingly by shared scoring and playbooks as the Scale motion matures
• Product & Industry Expertise (20%)
• Build broad product and industry expertise to support adoption at scale, rather than deep knowledge of any single client:
• Develop a strong understanding of UpSlide's product and of the industries your portfolio operates in
• Contribute to adoption initiatives such as webinars and open office hours, sharing your expertise across the client base
• Scale Motion Optimization (10%)
• Bring a critical eye to how the Mid-Market motion runs, and help make it faster and more effective:
• Share structured feedback on where automation and process changes can save time
• Suggest and help build content that increases client engagement and adoption
• Work closely with the Scale Ops Manager and the Head of Scale to turn feedback into concrete improvements
• Cross-functional Collaboration (10%)
• Stay connected to the teams around your portfolio, notably those handling first-line requests:
• Sync regularly with Support and Sales Admin, who own level 1 requests and escalate to you when needed
• Partner with Sales on expansion opportunities that require broader support
• To work on these tasks, you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Gong, PowerBI, Notion (or local equivalents)
• What you'll be assessed on:
• Net Revenue Retention (NRR)
• Churn
• Upsell / Expansion contribution
• CRM data quality and forecast accuracy

• Screening call with a Talent Acquisition Specialist: A conversation to walk through your experience, motivation, and fit for the role
• Interview with your future manager or their peer: A deeper dive into your Customer Success experience and approach to account management
• Case study + team-meet: A live exercise reflecting real challenges of the role, followed by a conversation with members of the wider team
• Final conversation with leadership: A closing discussion to align on ambition, expectations, and next steps
• We'll conduct a reference check to learn how to help you thrive. On average, our process lasts 3 weeks