Enterprise Customer Success Manager

<p><a rel="noopener" target="_blank" href="https://upslide.com/">UpSlide</a> <span style="color:#121317">is the </span><strong><span style="color:#121317">document production layer </span></strong><span style="color:#121317">for </span><strong><span style="color:#121317">financial services</span></strong><span style="color:#121317">.&nbsp;We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver </span><strong><span style="color:#121317">reliable, quality outputs </span></strong><span style="color:#121317">in the most efficient and cost-effective way. </span></p><p><span style="color:#121317">As a</span><strong><span style="color:#121317"> Microsoft Solutions Partner</span></strong><span style="color:#121317">, with 14+ years supporting financial services teams, we bring together </span><strong><span style="color:#121317">expertise from the tech, finance and design fields</span></strong><span style="color:#121317"> to help clients like KPMG, BNP Paribas, Rothschild &amp; Co. </span><strong><span style="color:#121317">boost productivity while improving brand consistency</span></strong><span style="color:#121317"> across their corporate documents.&nbsp;</span></p><p><span style="color:#121317">We are a </span><strong><span style="color:#121317">certified B Corporation</span></strong><span style="color:#121317">, upholding the belief that businesses should have a positive impact on society.<br></span></p><h3><strong><span style="color:#121317">✨ Our values</span></strong></h3><p style="text-align:start;"><span style="color:#121317">Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:</span></p><ul><li><p><strong><span style="color:#121317">Excellence:</span></strong><span style="color:#121317"> We think that every detail counts, and we place great importance on the quality of our deliverables.</span></p></li><li><p><strong><span style="color:#121317">Trust:</span></strong><span style="color:#121317"> We are passionate, committed, and free to act with autonomy.</span></p></li><li><p><strong><span style="color:#121317">Happiness at work:</span></strong><span style="color:#121317"> We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.</span></p></li></ul><p style="text-align:start;min-height: 1.7em;"></p><h3><strong>🤝 The team</strong></h3><p><span style="color:#121317">You will join our Enterprise Customer Success team for the EMEA, APAC, and NA regions, a group of Customer Success Managers, each responsible for a focused portfolio of our largest and most strategic accounts.</span></p><p><span style="color:#121317">You will join a team of 6, including 5 CSMs and </span><a rel="noopener" target="_blank" href="https://www.linkedin.com/in/majhon/"><span style="color:#ff4648">Majhon</span></a><span style="color:#121317">, Head of Customer Success Enterprise, who will support you in achieving your goals. You will also be part of a global Customer Success community across our five offices.</span></p><p><span style="color:#121317">Here is what the </span><strong><span style="color:#121317">Go-To-Market organization</span></strong><span style="color:#121317"> looks like at UpSlide:</span></p><ul><li><p><strong><span style="color:#121317">Account Executives:</span></strong><span style="color:#121317"> Prospect, acquire new business acquisition and expand existing accounts</span></p></li><li><p><strong><span style="color:#121317">Consultants:</span></strong><span style="color:#121317"> Lead implementation projects, deliver client training, and ensure successful deployment</span></p></li><li><p><strong><span style="color:#121317">Customer Success Managers:</span></strong><span style="color:#121317"> Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth</span></p></li><li><p><strong><span style="color:#121317">Support Engineers</span></strong><span style="color:#121317">: Resolve day-to-day technical questions and issues, and ensure a smooth customer experience</span></p></li></ul><p style="text-align:start;min-height: 1.7em;"></p><h3><strong>🖋️ Your responsibilities</strong></h3><p><span style="color:#121317">As an Enterprise Customer Success Manager, you will own the </span><strong><span style="color:#121317">end-to-end relationship</span></strong><span style="color:#121317"> with a portfolio of our </span><strong><span style="color:#121317">largest, most strategic accounts</span></strong><span style="color:#121317">. You will build deep, multi-threaded relationships with key stakeholders, lead high-impact business reviews, and act as a trusted advisor, proactively protecting and growing revenue across your book through both retention and expansion.</span></p><p><span style="color:#121317">This is a role for someone who thrives on depth: fewer accounts, higher stakes, and the ability to build genuine, senior-level relationships that compound into long-term growth, while knowing how to sync with regional counterparts on accounts that span multiple geographies, keeping a global view of the relationship without owning every part of it directly.</span></p><p style="min-height: 1.7em;"></p><h4><strong>Account Ownership &amp; Revenue Growth (50%)</strong></h4><p><span style="color:#121317">Own the business performance, strategy, and health of your portfolio of strategic accounts:</span></p><ul><li><p><span style="color:#121317">Take full ownership of your portfolio (ARR, NRR, renewal, risk level)</span></p></li><li><p><span style="color:#121317">Build and execute structured, tailored account plans for 100% of your accounts, with clear growth and retention objectives</span></p></li><li><p><span style="color:#121317">Proactively identify both expansion opportunities and churn risk through data analysis and direct relationship insight, and own them through to resolution or close</span></p></li><li><p><span style="color:#121317">Monitor account health through usage data, adoption metrics, contact network and mapping, and stakeholder engagement</span></p></li><li><p><span style="color:#121317">Maintain accurate forecasting (renewals, churn, upsell potential) and rigorous CRM discipline (Salesforce accuracy and completeness)</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong>Customer Value &amp; Expertise (40%)</strong></h4><p><span style="color:#121317">Drive measurable value and position UpSlide as a strategic partner:</span></p><ul><li><p><span style="color:#121317">Lead high-impact Business Reviews focused on ROI and value realization</span></p></li><li><p><span style="color:#121317">Lead complex or sensitive conversations (renegotiation, escalations, dissatisfaction) with confidence and clarity</span></p></li><li><p><span style="color:#121317">Secure executive sponsors and build multi-threaded relationships within each account</span></p></li><li><p><span style="color:#121317">Develop and maintain strong product expertise and a deep understanding of client industries and use cases</span></p></li><li><p><span style="color:#121317">Craft value-driven narratives tailored to each stakeholder's priorities</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong>Cross-functional Collaboration (10%)</strong></h4><p><span style="color:#121317">Align with internal teams to maximize customer outcomes and business impact:</span></p><ul><li><p><span style="color:#121317">Partner with Sales on the account expansion strategy and account mapping</span></p></li><li><p><span style="color:#121317">Collaborate with Professional Services when deeper deployment or training support is needed</span></p></li><li><p><span style="color:#121317">Work closely with Product and Support to relay structured feedback and improve the customer experience</span></p></li><li><p><span style="color:#121317">Coordinate with CSMs in other regions on shared or global accounts</span></p></li><li><p><span style="color:#121317">Contribute to Customer Success best practices and performance improvement initiatives</span></p></li></ul><p style="min-height: 1.7em;"></p><p><span style="color:#121317">To work on these tasks, you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Gong, PowerBI, and Notion (or local equivalents).</span></p><p style="min-height: 1.7em;"></p><h3><strong>⚡Your goals</strong></h3><p style="text-align:start;"><span style="color:#121317">You will be assessed on:</span></p><ul><li><p><span style="color:#121317">Net Revenue Retention (NRR)</span></p></li><li><p><span style="color:#121317">Churn</span></p></li><li><p><span style="color:#121317">Expansion / upsell contribution</span></p></li><li><p><span style="color:#121317">Depth and health of executive relationships across your portfolio</span></p></li><li><p><span style="color:#121317">Ability to maintain full ownership and visibility on shared accounts</span></p></li></ul> <br> <p><strong><span style="color:#121317">You are a great fit if you have:</span></strong></p><ul><li><p><strong><span style="color:#121317">3+ years of experience</span></strong><span style="color:#121317"> in Customer Success, Account Management, or a related client-facing/revenue role, including managing enterprise or large, multi-entity accounts in a B2B environment</span></p></li><li><p><span style="color:#121317">Proven experience managing renewals and churn on strategic / enterprise accounts, with meaningful revenue responsibility</span></p></li><li><p><span style="color:#121317">A proven track record of generating expansion (upsell/cross-sell) within an enterprise account base</span></p></li><li><p><span style="color:#121317">Experience in autonomously managing a portfolio of large or multi-entity accounts with significant revenue responsibility</span></p></li><li><p><span style="color:#121317">Confidence leading executive-level conversations, including complex or difficult ones (renegotiation, dissatisfaction, escalations)</span></p></li><li><p><span style="color:#121317">Advanced negotiation skills</span></p></li><li><p><span style="color:#121317">A structured, strategic approach to account planning (objectives, stakeholders, action plans)</span></p></li><li><p><span style="color:#121317">A value- and ROI-oriented mindset, able to build and defend a business case with senior stakeholders</span></p></li><li><p><span style="color:#121317">Operational rigor: accurate CRM data, reliable follow-up, dependable forecasting</span></p></li><li><p><span style="color:#121317">Excellent written and verbal communication in </span><strong><span style="color:#121317">English and French</span></strong></p></li><li><p><span style="color:#121317">Comfortable working in an international environment, engaging with senior and executive stakeholders</span></p></li></ul><p><strong><span style="color:#121317">We’d love it if you have:</span></strong></p><ul><li><p><span style="color:#121317">Experience with a CRM / Customer Success platform (Salesforce, Planhat, or equivalent) and analytics / BI tools (PowerBI or equivalent)</span></p></li><li><p><span style="color:#121317">Knowledge of the financial services/consulting sector</span></p></li><li><p><span style="color:#121317">Experience managing group or multi-entity account structures</span></p></li><li><p><span style="color:#121317">Familiarity with SaaS metrics (ARR, NRR, churn, forecasting) and reporting to leadership</span></p></li><li><p><span style="color:#121317">Fluency in another language (e.g. German)</span></p></li></ul><p><em><span style="color:#121317">✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.</span></em></p><p style="min-height: 1.7em;"></p><h3><strong>Recruitment process</strong></h3><ol><li><p><strong><span style="color:#121317">Screening call with Talent Acquisition</span></strong><span style="color:#121317">: A conversation to walk through your experience, motivation, and fit for the role.</span></p></li><li><p><strong><span style="color:#121317">Interview with your future manager and a team-meet</span></strong><span style="color:#121317">: A deeper dive into your Customer Success experience and approach to account management. This also includes a live exercise reflecting real challenges of the role, followed by a conversation with members of the wider team.</span></p></li><li><p><strong><span style="color:#121317">Final conversation with leadership</span></strong><span style="color:#121317">: A closing discussion to align on ambition, expectations, and next steps.</span></p></li></ol><p><span style="color:#121317">🚀 We'll conduct a reference check to learn how to help you thrive. On average, our process lasts 3 weeks.<br></span></p><h3><strong>What we offer</strong></h3><p><span style="color:#121317">🌍&nbsp;</span><strong><span style="color:#121317">International environment:</span></strong><span style="color:#121317">&nbsp;Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries</span></p><p><span style="color:#121317">🌱&nbsp;</span><strong><span style="color:#121317">Training &amp; professional development:</span></strong><span style="color:#121317">&nbsp;Collaboration with our sister company, </span><a rel="noopener" target="_blank" href="https://www.potentiels-humains.com/"><span style="color:#121317">IPH</span></a><span style="color:#121317">, which provides UpSliders with training on key soft skills and management</span></p><p><span style="color:#121317">🎉&nbsp;</span><strong><span style="color:#121317">Company events:</span></strong><span style="color:#121317">&nbsp;Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)</span></p><p><strong><span style="color:#121317">🏠 Beautiful office:</span></strong><span style="color:#121317">&nbsp;Office near Opéra (1er arrondissement) – a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea/coffee, etc.</span></p><p><span style="color:#121317">💻&nbsp;</span><strong><span style="color:#121317">Hybrid work:</span></strong><span style="color:#121317">&nbsp;A policy adapted to each team’s rhythm</span></p><p><span style="color:#121317">🧑‍💻 </span><strong><span style="color:#121317">Work-from-home budget:</span></strong><span style="color:#121317"> €500 WFH equipment budget</span></p><p><span style="color:#121317">💆‍♀️&nbsp;</span><strong><span style="color:#121317">Wellness package:</span></strong><span style="color:#121317">&nbsp;50€ per month for physical and mental wellness activities</span></p><p><span style="color:#121317">👶&nbsp;</span><strong><span style="color:#121317">Family support:</span></strong></p><ul><li><p><span style="color:#121317">Paid parental leave for birthing and non-birthing parents</span></p></li><li><p><span style="color:#121317">4 days fully paid leave for sick children up to 6 years old or up to €1,800 for childcare reimbursement</span></p></li><li><p><span style="color:#121317">Flexible return to work options</span></p></li><li><p><span style="color:#121317">An additional 5 days are fully paid within 6 months after becoming a parent</span></p></li></ul><p><span style="color:#121317">✈️ </span><strong><span style="color:#121317">Holidays:</span></strong><span style="color:#121317"> 25 vacation days and 9 RTT (with one taken for Solidarity Day)</span></p><p><span style="color:#121317">✅&nbsp;</span><strong><span style="color:#121317">General:</span></strong></p><ul><li><p><strong><span style="color:#121317">Meal vouchers (Tickets resto)</span></strong><span style="color:#121317">: €11 per day on your Swile card (210 tickets per year)</span></p></li><li><p><strong><span style="color:#121317">Healthcare insurance (Mutuelle)</span></strong><span style="color:#121317">: Covered by Alan. You can extend cover to your partner and children</span></p></li><li><p><strong><span style="color:#121317">Commute (Transports)</span></strong><span style="color:#121317">: Metro, RER, bike, or e-scooter - These options are reimbursed 50% by UpSlide</span></p></li></ul><p style="min-height: 1.7em;"></p><p><em><span style="color:#121317">As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide ✨</span></em></p><p>Find more <a href="https://www.arbeitnow.fr/english-speaking-jobs">English Speaking Jobs in France</a> on Arbeitnow</a>