Learning Customer Success Manager

As a Customer Success Manager in our Learning team, you will own and manage a large portfolio of customers and be responsible for their overall success. Your portfolio of customers will be mostly composed of Small and Medium Businesses (SMBs) using the Teach on Mars solution, giving you the opportunity to learn from a large number of customers in different industries. The ideal candidate is resourceful and persuasive, effectively showing customers how to get more value from their solution and support them in their project.

Responsibilities

• Be the voice of your customers.
• Manage a large portfolio of accounts, focusing on growing adoption, ensuring retention, expansion and satisfaction.
• Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
• Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
• Work with them to build and execute on a success plan and key performance indicators.
• Provide coaching and best practices to improve the adoption and expand usage into new use cases, interacting and engaging with customers at all levels and different personas.
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio.
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.
• Contribute continuously to the overall improvement of internal processes.

Skills

• Outstanding written and verbal communication and in-person presentation skills.
• French native and English bilingual proficiency in written and spoken is a must.
• A learning mindset: you’re curious, adaptable and always strive to improve.
• Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues.
• You are obsessed with driving customer outcomes and think frontline first.
• Taking initiative and having a hands‑on mentality.
• Positive and constructive attitude, passionate about customer success and energized by helping others.
• Strong relationship-building skills, consulting skills and technical curiosity.
• Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities.
• Ability to handle difficult customer situations and set expectations.

Bonus Points

• B2B experience working in Customer Success, Consulting, Project Management or Account Management in a SaaS context; experience in change- and project management.
• Experience with discovery and questioning techniques.
• Technical understanding of SaaS landscape; basic technical understanding of integrations / APIs.
• Experience in conducting in-person or online workshops.

Benefits

• Hybrid work model – 2 days at the office, 3 days remote.
• RTT days: 10 extra days off per year.
• Meal vouchers (SWILE) + free snacks & coffee.
• Yoga classes – take a mindful break in our Paris office.
• Supportive parental leave and family moments – yes, even a Christmas party for your kids!
• Health insurance (ALAN) – 60% covered + full life & disability cover.
• Afterworks, team celebrations & seasonal parties.
• Equipment of your choice.
• French & English lessons, professional development & access to Leeto CSE.

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.