Customer Success Manager, Trustpair

• At least 4 years of experience in a Customer Success role with account management responsibilities, ideally within a B2B SaaS startup or scale-up
• Prior experience working with B2B enterprise clients as a main point of contact or account owner
• Experience leading customer onboarding and using measurable outcomes or usage signals to evaluate adoption
• An understanding of how product adoption and customer health influence retention, renewals, churn risk, and expansion
• A structured approach to prioritizing a sizable account portfolio, maintaining CRM hygiene, and managing multiple stakeholders and deadlines
• The ability to build trust, deliver difficult messages calmly, and explain complex topics clearly to operational and senior audiences
• Natural curiosity about how products work, the confidence to ask thoughtful questions, and the ability to translate technical concepts into business language
• A proactive and accountable approach, combined with the ability to work constructively across teams and learn from others
• Fluent French and English, with professional confidence working with clients in both languages

Desirable

• Trustpair is hiring two Core Customer Success Managers to strengthen our Customer Success team in Paris
• You will own a portfolio of B2B enterprise clients, and as their main point of contact, you will build trusted relationships with stakeholders including AP Managers, Finance Directors, Procurement teams, IT teams, and senior decision-makers
• You will lead the customer journey from onboarding through adoption, retention, growth, and advocacy, with support from Account Management on commercial topics
• This is an intermediate-level role offering meaningful autonomy and clear business impact
• Your success will be measured through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption
• You’ll work closely with Account Management, Product, Implementation, Sales, Operations, and Revenue Excellence to deliver a strong customer experience and make sure the voice of the customer is heard across the business
• Own and prioritize a customer portfolio: Act as the primary point of contact across approximately 55–65 accounts. Build proactive communication cadences, adapt your approach to each client, and ensure smaller or quieter accounts do not fall through the cracks
• Lead onboarding and drive measurable adoption: Own or co-lead onboarding projects, align stakeholders on expected outcomes, define what successful adoption looks like, and track real product usage
• Protect retention by identifying risk early: Monitor account health, usage, engagement, and stakeholder signals to spot risk before it becomes an escalation. Build recovery plans and coordinate the right internal resources to get customers back on track
• Support renewals, expansion, and advocacy: Connect adoption and customer outcomes to renewal health, flag growth opportunities, partner with Account Managers on commercial conversations, and help turn successful customers into advocates
• Translate product complexity into business value: Build strong product fluency, explain technical topics or limitations clearly, and manage customer expectations when an answer requires input from a technical expert
• Operate with discipline at scale: Use clear prioritization systems, health signals, and rigorous CRM hygiene to manage multiple lifecycle stages, deadlines, and stakeholders without defaulting to whichever customer is shouting the loudest
• Represent the voice of the customer: Share structured feedback with Product, Implementation, Operations, and Revenue teams to improve the platform, internal processes, and overall customer experience

• We usually respond within three days
• First Call with Morgan, Talent Acquisition Specialist (30 mins)
• Experience Interview with Mathilde, Head of Customer Success Europe (1 hr)
• Technical & Commercial Panel Interview with two teammates (45 mins)
• Onsite Visit: Case Study with Yann and Mathilde, Head of International CSM (1 hr) + Coffee Fit with members of the Customer Success team (30 mins)
• Cofounders Interview with Alexandre, Co-founder and Managing Director (45 mins)
• As you are applying to join an international working environment, please submit your CV in English