Customer Success Manager

At Reverse Contact, we’re building the B2B Identity Resolution API for modern software companies. We help B2B products, SaaS companies, AI tools and data teams resolve professional identities from fragmented inputs such as emails, Social URLs, names, domains, IP, phone numbers and other signals. Our mission is simple: become the most reliable identity resolution infrastructure for B2B in the world. Today, we work with hundreds of international customers, ranging from SMBs to fast-growing software companies and data-driven teams. We are growing fast — and we’re now looking for our next Customer Success Manager to help us deliver an exceptional customer experience at scale. This is not a classic Customer Success role . You won’t be a support agent. You won’t be an Account Executive. And you won’t spend your days doing "check-in calls". You will become the Main point of contact and trusted partner for our customers. Your mission is to help customers adopt the product, become successful, stay happy with our product, and stay with us long term. You’ll sit at the intersection of customers, product, support and sales , acting as the internal orchestrator who makes things move. You’ll work closely with our Head of Product , who this role reports to directly. This is a highly customer-facing, hands‑on role with real ownership and visibility inside the company.

What you’ll own

• Customer onboarding & activation: Own onboarding for new customers, understand customer use cases and success criteria, ensure customers quickly reach value, help customers integrate and adopt our API successfully, reduce friction during onboarding.
• Customer support & technical coordination: Be the frontline point of contact for customers via Slack, email and calls, handle day‑to‑day customer requests and support tickets, troubleshoot first‑level issues, coordinate with Product and Engineering for technical escalations and bugs, keep customers informed and proactively follow up.
• Customer retention & churn prevention: Monitor customer health and identify churn risks early, build strong relationships with customers, understand customer pain points before they become problems, own retention outcomes and contribute to reducing churn.
• Product adoption & customer growth: Encourage product usage and adoption, help customers discover better ways to use Reverse Contact, identify expansion opportunities and collaborate with Sales when relevant, surface signals when a customer could benefit from additional usage or products.
• Voice of customer: Collect and structure product feedback, help Product prioritize improvements based on customer pain points, spot recurring issues, requests or blockers, become the internal advocate for our customers.
• Build customer success operations: Help improve internal playbooks and Customer Success processes, contribute to documentation and best practices, help us scale Customer Success in a smart way.

What success looks like after 12 months

• Customers onboard faster and reach value quicker.
• Churn is reduced.
• Customer relationships become stronger and more proactive.
• Product adoption improves.
• Support becomes more structured and scalable.
• Customer feedback loops become clearer.
• The company has a stronger Customer Success foundation.
• You become a key contributor to how Reverse Contact scales customer experience.

Must‑have

• 3–6 years of experience in Customer Success within a B2B SaaS environment.
• Strong spoken and written English.
• Comfortable working with technical products and APIs.
• Able to understand API documentation, JSON format, webhooks, API testing basics.
• Experience onboarding and managing technical customers.
• Strong communication and relationship‑building skills.
• Structured thinker with strong ownership.
• Comfortable in a fast‑moving startup environment.
• Able to prioritize and orchestrate across multiple teams.

Nice‑to‑have

• Experience with API‑first products.
• Experience in data, enrichment, infrastructure or developer‑focused SaaS.
• Experience with low‑code / automation ecosystems.
• French speaking.

What we’re not looking for

• Pure support profile with little ownership mindset.
• Preference for highly corporate environments with large structures.
• Need heavy processes already in place to operate.
• Uncomfortable speaking with technical customers.
• Dislike ambiguity or hands‑on execution.
• See Customer Success only as relationship management without accountability.

Hiring process

• Introductory call.
• Customer Success role‑play / scenario exercise.
• Reference checks.
• Final culture‑fit conversation with the team.

Why join us

• High ownership and direct impact.
• Work closely with leadership and Product.
• International customer base.
• Strong product‑market fit.
• Remote‑first culture with a Paris office if you enjoy working in person.
• Opportunity to help shape Customer Success from an early stage.
• Clear path toward leadership / Head of Customer Success as the company scales.