Customer Success Manager
Ochy is a venture-backed AI sports and health tech startup. We build an AI-powered biomechanics platform that transforms a simple smartphone video into objective running gait insights, used for shoe recommendation, injury prevention, and performance improvement.
In 2026, we signed multiple global sports brands and running specialty retailers. We are now scaling fast, and customer success is at the heart of how we grow.
The Role
As our first dedicated Customer Success Manager, you won’t just manage accounts. You’ll build the function from the ground up. Your mission is to ensure every customer activates fast, adopts deeply, and renews with confidence. You are the link between the product and the value our customers experience every day.
This is a data-driven role. You define the metrics, build the dashboards, and use numbers to drive every conversation, from onboarding to renewal.
Key Responsibilities
Onboarding
- Own the full onboarding process for new B2B customers (retail chains, sports brands, platforms)
- Design and continuously improve a scalable onboarding framework from scratch
- Ensure customers reach first value within a defined time-to-value benchmark
Product Adoption & Follow-Up
- Track activation and usage metrics per account, identify drop-off early and act fast
- Build health scores for each customer based on usage data, engagement, and NPS
- Run regular touchpoints with key contacts to unblock friction and drive deeper adoption
- Work closely with the product team to relay customer feedback and influence the roadmap
QBRs & Renewals
- Lead Quarterly Business Reviews with structured data: usage, ROI delivered, next milestones
- Own the renewal process end-to-end: forecast churn risk, build retention plays, secure renewals
- Identify expansion opportunities and pass qualified signals to the commercial team
Process & Infrastructure
- Build CS processes, playbooks, and tooling in a fast-moving startup environment. Things change, you adapt and document
- Define and own the key CS KPIs: activation rate, time-to-value, NPS, retention rate, expansion revenue, churn rate
- Set up the reporting infrastructure so leadership has full visibility on customer health at all times
What We’re Looking For
- 2 to 5 years in Customer Success, ideally in a B2B SaaS or tech startup environment
- Strong data mindset: comfortable in spreadsheets, CRM tools, and building your own dashboards
- Structured and process-oriented: you don’t wait for a playbook to exist, you write it
- Excellent communicator, able to run a QBR with a Retail Director as confidently as a weekly check-in with a store manager
- Autonomous and proactive in a high-growth, fast-changing environment
- Fluent in English; French, and German is a plus
What We Offer
- A key role in a high-growth, venture-backed startup with strong commercial momentum
- Direct impact on product direction and company growth
- Competitive salary + variable bonus
- A team that moves fast, thinks big, and genuinely cares about the product