Customer Success Manager - France

The Customer Success Manager role involves partnering with strategic customers to maximize the Alan experience through seamless onboarding, high‑touch support, and product adoption. The responsibilities include driving customer loyalty, building engagement and adoption, scaling the practice, and influencing product evolution.

Core Responsibilities

• Drive customer loyalty
  • Build and maintain strong relationships with key stakeholders
  • Champion a customer‑centric approach to help clients maximize Alan's value
  • Proactively identify and address satisfaction concerns
  • Turn our best customers into Alan ambassadors and generate acquisition opportunities
• Build customer engagement and adoption
  • Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management
  • Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customer needs and Alan's objectives
  • Deliver engaging product education through tailored and large‑scale approaches (such as webinars) to drive employee and HR team adoption
  • Track and present adoption metrics to stakeholders
  • Identify and execute out‑of‑the‑box initiatives to engage Alan customers
• Scale the practice
  • Contribute to CSM playbook development
  • Become a subject matter expert within the team
• Drive product evolution
  • Act as the voice of the customer to Marketing and Product teams
  • Influence product and service improvements based on customer feedback

Profiles & Skills

• 5 years proven track record in customer success or enterprise account management
• Strong background in B2B digital companies , specifically working with HR teams on adoption and engagement challenges
• Experience leading complex, cross‑functional projects across Product, Sales, Engineering, and Data teams
• SaaS, Insurance, or Consulting industry experience valuable

Core Skills

• Demonstrated ability to influence and engage stakeholders at all levels, including C‑suite
• Excellence in written and verbal communication (French and English required)
• Network building: capability to identify and engage key influencers
• Active listening skills and genuine empathy in stakeholder interactions
• Creative thinking for developing innovative engagement strategies
• Structured approach to project management and execution (from onboarding to engagement)
• Deep customer‑centric mindset with proven ability to deliver tailored solutions
• Strategic problem‑solving: ability to structure challenges and identify effective solutions
• Analytical skills for data‑driven decision making and reporting
• AI tool proficiency

Locations

Paris, Bordeaux, Lyon, Marseille.

We are hiring within the B1‑C1 level range.

Perks & Benefits

• Fair rewards . Generous equity packages complement your base salary
• Flexible Office . Amazing office space at our HQ in Paris, or sponsored co‑working hubs for a hybrid setup in Bordeaux, Lyon or Marseille
• All the tools you need . Top‑of‑the‑range equipment: MacBook Pro, keyboard, laptop stand, monitor, and Bose noise‑canceling headphones
• Flexible vacation policy and flexible working hours . Organize your time as you wish
• Delightful healthcare insurance . Extremely comprehensive health insurance – 100% for you and your children, 90‑100% for partners depending on your country (permanent contracts only)
• Transport . Green mobility budget options (for senior level Alaners)
• Learning & Training opportunities . Flexible training policy, free books, and budget to attend and speak at conferences
• Personal growth through coaching . Dedicated coach from day one to maximize impact, nurture engagement, and develop full potential
• Parental leave . Extended parental leave for all new parents