Customer Success Manager (CSM)

About the Role

As a Customer Success Manager, you will be the main point of contact for our clients, playing a key role in ensuring they get the most value from Patrowl.

Your mission is simple: drive customer satisfaction, retention, and growth. You’ll build strong relationships with your clients, support them throughout their journey, and contribute directly to our upsell strategy.

What You’ll Do

You will work closely with clients on the following topics:

Customer Relationship & Success

• Act as the primary point of contact for your clients
• Build strong, long-term relationships based on trust
• Support clients during onboarding to ensure a smooth start
• Provide guidance and share best practices to maximise product adoption

Strategic Account Management

• Build and execute structured account plans
• Identify and drive upsell and cross-sell opportunities
• Map key stakeholders (CISOs, cybersecurity teams, IT, C-level)
• Challenge and support clients in evolving their security strategies
• Translate technical topics into clear business value and impact

Delivery & Orchestration

• Lead complex deployments and client projects
• Coordinate internal teams (Sales, Tech, Product, Support)
• Ensure commitments are met (SLA, roadmap alignment, priorities)

Executive Relationship Management

• Organise and lead Quarterly Business Reviews (QBRs)
• Engage with senior stakeholders in complex, multi-contact environments
• Communicate performance, value delivered, and future opportunities

Retention & Growth

• Own contract renewals and ensure high retention rates
• Maximise existing ARR through account expansion
• Anticipate churn risks and proactively address them
• Monitor customer health through data-driven indicators (usage, satisfaction, renewal likelihood)

Continuous Improvement

• Collect client feedback and contribute to improving the product roadmap
• Collaborate internally to improve the customer experience (tutorials, documentation, chatbot, etc.)

Who You Are

First and foremost, you are dynamic, organised, and autonomous — with a positive attitude.

If that sounds like you, this role is made for you. We’re looking for someone who will thrive in our team, contribute to our culture, and grow with us.

No background in cybersecurity? No problem — we’ll teach you everything you need to know.

Your Mindset

• A great listener with strong interpersonal skills
• Calm, thoughtful, and customer-focused
• Resourceful, but comfortable asking for help when needed
• Curious and eager to learn
• A strong team player
• Open to feedback and keen to improve how we work
• Proactive and solution-oriented

Your Experience

• At least 4 years’ experience managing a portfolio of B2B SaaS clients, ideally in a cybersecurity, IT, or other technical environment
• Proven track record of driving renewals and account growth (upsell / cross-sell)
• Experience working with mid‑market and/or enterprise clients
• Comfortable engaging with multiple stakeholders, including technical teams and senior decision‑makers (C‑level)
• Experience with complex, technical solutions (multi‑product, integration, or high‑touch environments), rather than purely transactional SaaS
• Familiar with subscription models and long sales cycles, with exposure to ARR, renewals, and forecasting
• Experience working cross‑functionally with Sales, Product, Tech, and Support teams
• Able to translate technical topics into business value
• Professional level of French and English (written and spoken)