Customer Success Manager F/M

What if you could help major media companies compete with streaming giants? At Bedrock, that's what we do. We are a European tech venture, powered by leading European broadcasters (M6 and Bertelsmann / RTL Group) that shapes the standards of streaming in Europe. We build and power leading media streaming platforms for some of Europe's biggest SVOD/AVOD players (M6+, Videoland, Hungary, RTL+…), dealing with 45+ millions of users.

At Bedrock, we love challenges, whether they're related to features, scaling, performance or peak traffic. We believe that learning new tricks is a journey and sharing them with peers is definitely part of the fun. We have 450 employees in Paris, Lyon, Portugal & Germany

MAIN RESPONSIBILITIES

At Bedrock, the Customer Success Manag er plays a key role in ensuring the strategic and sustainable adoption of the Bedrock platform by customers, helping them realize measurable business value from the delivered features. You will lead value-based relationships with a portfolio of accounts, acting as the main point of coordination between customers, Product teams and internal stakeholders. In this role, you will contribute to aligning product roadmap evolution with customer business challenges while driving adoption, governance and long-term customer success.

As Customer Success Manager, you will:

• Orchestrate onboarding and activation for a portfolio of accounts, in coordination with internal teams
• Drive platform adoption, usage and customer success indicators at the account level
• Establish customer governance and coordinate with Product teams by providing structured customer insights (impact, frequency, value and risks) to contribute to product prioritization
• Identify barriers to value creation and coordinate their resolution with internal teams
• Translate roadmap developments into business-oriented narratives and demonstrations
• Structure customer feedback into actionable strategic insights for Product teams and management
• Prepare and lead Customer Success Steering Committees, secure commitments and manage major escalations
• Monitor customer health, proactively identify churn signals and anticipate retention risks
• Build and maintain Success Plans aligned with customers' business objectives
• Identify and support account growth opportunities within the existing customer portfolio

SKILLS

• Strong expertise in Customer Success, including customer adoption, retention strategies and value creation in a complex B2B software environment
• Strong analytical skills with the ability to interpret adoption, usage and customer performance metrics
• Good understanding of software platforms, functional architectures and product dependencies
• Solid business acumen with the ability to connect product usage to measurable business outcomes
• Excellent communication and storytelling skills, with the ability to engage executive stakeholders around business value
• Proven ability to manage complex stakeholder environments and align Product, Sales and customer teams
• Ability to support change management and customer transformation initiatives
• Strong organizational and prioritization skills
• Natural leadership with a proactive, customer-oriented and solution-driven mindset

WHAT WE'RE LOOKING FOR

• 5-10 years max of experience in a similar Customer Success role within the digital or software industry
• Proven experience managing strategic customer relationships and executive stakeholders
• Experience working in cross-functional environments involving Product and customer-facing teams
• Strong customer orientation with excellent relationship management skills
• Reliability, rigor and attention to detail
• Ability to take initiative and manage complex situations
• Ability to balance strategic thinking with operational execution
• Based in Paris or Lisbon

LIFE AT BEDROCK

You’ll join an enthusiastic, friendly and close-knit team in a fast-growing tech company with more than 10 years’ experience and a strong network of media shareholders.

• Work flexibility and brand-new office spaces with a great location.
• A top-notch tech expertise : documentation, support, R&D, management seniority
• Work Evolutions & opportunities within the company, as well as trainings.
• Strong human connections knowledge sharing: Last Friday Talks, Demos, Meet-Ups, HR Roadshows