Implementation and Customer Success Manager

As Customer Operations Manager, you will join Volta’s Customer Operations team in France and own the post‑sale lifecycle for a portfolio of accounts. You will turn each signed contract into a live, paying, and satisfied customer : running onboarding end‑to‑end, then carrying the relationship into the post‑live phase.

You will partner closely with Solutions Engineers from our Connect team. Within the French GTM team, you operate with significant autonomy. You own the activation of your accounts, coordinate directly with Account Executives on handoffs and expansion signals, and elevate to leadership on strategy, performance, and resource decisions.

This is a hands‑on role at an early‑stage company. You will simultaneously deliver for customers today and contribute to building the playbooks, templates, and processes that let Customer Operations scale from a handful of accounts to 100+ active customers.

Responsibilities

End‑to‑end onboarding ownership — From discovery to go‑live: map client processes, design the implementation plan, and own platform configuration, order data mapping, and ERP connectivity (SAP, Sage, Cegid, Dynamics…). You lead the project; a Solutions Engineer from our Connect team owns the technical execution alongside you.

Multi‑stakeholder project management — You drive complex implementation projects involving client‑side IT, operations, and executive sponsors simultaneously. You maintain clear project plans, flag risks early, and keep everyone aligned without letting things slip.

Technical liaison between clients and Engineering — You diagnose issues, write clear functional specs, facilitate integration testing (APIs, webhooks, EDI), and ensure bugs are properly prioritized in the dev backlog.

Change management, training, and user adoption — You help client teams genuinely change how they work. You design training materials, run structured workshops for different user profiles (operational teams, managers, power users), identify resistance, and build the right adoption plan for each account.

Post‑go‑live ownership and account health — You remain the primary point of contact for your live accounts. You run a proactive rhythm of health reviews and check‑ins, and maintain dashboards tracking adoption, order volume, error rates, and health scores, using them to anticipate churn risk and surface expansion opportunities.

GTM partnership — You partner with Account Executives pre‑signature to validate customer requirements and flag unrealistic expectations, own the Sales‑to‑Customer‑Operations handoff, and feed expansion and renewal signals back to the AE owning each account.

Building the Customer Ops function — You document and scale our onboarding methodology: playbooks, configuration templates, integration checklists, and internal processes. Every deployment makes the next one faster.

Product feedback loop — You structure and relay client insights (pain points, unmet needs, feature requests) to the Product team with enough context to be actionable.

You combine customer empathy with operational rigor. You build trust with clients through delivered value, and you build structure where none exists yet.

Must‑haves

• 5+ years in B2B SaaS implementation, technical consulting, or complex IT project delivery
• Proven track record leading multiple concurrent complex, multi‑stakeholder implementations, with the project management discipline to hold quality, pace, and deadlines across the portfolio
• Experience driving change management and user adoption within client organizations
• Strong technical aptitude: comfortable with APIs, webhooks, and B2B software integrations; able to learn a complex product fast and explain it clearly.
• Data fluency: at ease manipulating customer data and KPIs
• Fluency in French and English (spoken and written).
• AI‑fluent or genuinely curious about it: you use AI tools in your day‑to‑day work, or you’re actively looking to.

Behaviors and posture we look for

• Proactivity and anticipation. You spot risks and opportunities before they materialize and act without being asked.
• Client‑first mindset. You orient every decision around delivered customer value; trust is built through competence and reliability.
• Internal facilitator. You connect Product, Engineering, Sales. You unblock issues across teams without escalating prematurely.
• Voice of the customer. You bring patterns back (not anecdotes).
• Strong communicator. You write and speak clearly, calibrate to the audience, and leave no ambiguity in critical handoffs.
• Composure under pressure. You manage many parallel situations without dropping commitments, deadlines don’t destabilize you.
• Positive, solution‑oriented mindset. You don't dwell on problems; you frame them, ladder options, and drive to resolution.
• Strong judgment. You know when to act independently and when to escalate.

Interview Process

• Screening – A 30‑minute conversation with Elsa, our Chief of Staff, to get to know each other and assess mutual fit with Volta’s culture and values.
• Manager Interview – An in‑depth discussion on your experience, approach to client relationships, and hands‑on case studies reflecting real situations you’d face in the role.
• Operational Fit – A working session with our French customer success team to assess how you’d collaborate day‑to‑day and tackle operational challenges together.
• Final Interview – A strategic conversation with one of our founders, to align on vision, ambition, and your long‑term fit within Volta’s growth journey.