Mid-market 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 reliable, quality outputs in the most efficient and cost-effective way. </span></p><p><span style="color:#121317">As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we </span><strong><span style="color:#121317">bring together 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 </span></strong><span style="color:#121317">while </span><strong><span style="color:#121317">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"> </span><em><span style="color:#121317">We think that every detail counts, and we place great importance on the quality of our deliverables.</span></em></p></li><li><p><strong><span style="color:#121317">Trust:</span></strong><span style="color:#121317"> </span><em><span style="color:#121317">We are passionate, committed, and free to act with autonomy.</span></em></p></li><li><p><strong><span style="color:#121317">Happiness at work:</span></strong><span style="color:#121317"> </span><em><span style="color:#121317">We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.</span></em></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 Global MidMarket Customer Success team, a group of Customer Success Managers who each own a broad, evolving portfolio of mid-market accounts. While the function operates globally, this specific opening is dedicated to the EMEA &amp; APAC regions</span></p><p><span style="color:#121317">Based in Paris, you will work closely with 2 Mid-Market CSMs (1 in London, 1 in NYC) and 1 Scale Ops Manager (Paris).</span> <a rel="noopener" target="_blank" href="https://www.linkedin.com/in/matthieu-g-7483ab27/">Matthieu</a><span style="color:#121317">, Head of Scale CSM and your manager, based in Paris, will support you in achieving your goals. You will also be part of a </span><strong><span style="color:#121317">global Customer Success community</span></strong><span style="color:#121317"> across our international 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. Split between </span><strong><span style="color:#121317">Enterprise CSMs</span></strong><span style="color:#121317">, who build deep, tailored relationships with a small number of strategic accounts, and </span><strong><span style="color:#121317">Mid-Market CSMs</span></strong><span style="color:#121317">, who manage a larger book of accounts with a focus on speed and ROI, acting where and when it counts</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 a Mid-Market Customer Success Manager, you will own a broad portfolio of Mid-Market accounts end-to-end. Working at pace and using usage data and account signals to prioritize your day, you will make sure your accounts renew, stay healthy, and grow, spotting upsell/expand opportunities as proactively as you spot churn risk, and owning both through to close.</span></p><p><span style="color:#121317">This is a role for someone energized by volume and by building repeatable, data-driven ways of working across a large book of business, without losing the client-first mindset that drives portfolio growth.</span></p><p style="min-height: 1.7em;"></p><h4><strong>Portfolio Ownership &amp; Signal-Driven Execution (60%)</strong></h4><p><span style="color:#121317">Own the business performance and KPIs of a large portfolio of Mid-Market accounts, and take individual accountability for contributing to team and company targets:</span></p><ul><li><p><span style="color:#121317">Own your portfolio's KPIs (usage, renewal rate, NRR, churn) end to end with a hunter/rescuer mindset: moving fast to capture opportunity, and stepping in decisively when an account is at risk</span></p></li><li><p><span style="color:#121317">Structure your coverage around two core touchpoints, kickoff and renewal, complemented by additional touchpoints where and when the data calls for it</span></p></li><li><p><span style="color:#121317">Continuously monitor usage data, health scores, and other signals to prioritize your day and catch risk or opportunity early</span></p></li><li><p><span style="color:#121317">React quickly and decisively on negative signals to protect the account, and on positive signals to capture upsell potential</span></p></li><li><p><span style="color:#121317">Judge, account by account, how much time and effort a situation deserves, and adjust your touchpoint cadence accordingly - guided increasingly by shared scoring and playbooks as the Scale motion matures</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong>Product &amp; Industry Expertise (20%)</strong></h4><p><span style="color:#121317">Build broad product and industry expertise to support adoption at scale, rather than deep knowledge of any single client:</span></p><ul><li><p><span style="color:#121317">Develop a strong understanding of UpSlide's product and of the industries your portfolio operates in</span></p></li><li><p><span style="color:#121317">Contribute to adoption initiatives such as webinars and open office hours, sharing your expertise across the client base</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong>Scale Motion Optimization (10%)</strong></h4><p><span style="color:#121317">Bring a critical eye to how the Mid-Market motion runs, and help make it faster and more effective:</span></p><ul><li><p><span style="color:#121317">Share structured feedback on where automation and process changes can save time</span></p></li><li><p><span style="color:#121317">Suggest and help build content that increases client engagement and adoption</span></p></li><li><p><span style="color:#121317">Work closely with the Scale Ops Manager and the Head of Scale to turn feedback into concrete improvements</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong>Cross-functional Collaboration (10%)</strong></h4><p><span style="color:#121317">Stay connected to the teams around your portfolio, notably those handling first-line requests:</span></p><ul><li><p><span style="color:#121317">Sync regularly with Support and Sales Admin, who own level 1 requests and escalate to you when needed</span></p></li><li><p><span style="color:#121317">Partner with Sales on expansion opportunities that require broader support</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, Notion (or local equivalents).</span></p><p style="text-align:start;min-height: 1.7em;"></p><h3><strong>⚡ Your goals</strong></h3><p><span style="color:#121317">What you'll 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">Upsell / Expansion contribution</span></p></li><li><p><span style="color:#121317">CRM data quality and forecast accuracy</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">2/3+ years</span></strong><span style="color:#121317"> of experience in Customer Success, Account Management, or a related client-facing/revenue role in a </span><strong><span style="color:#121317">B2B</span></strong><span style="color:#121317"> environment</span></p></li><li><p><span style="color:#121317">Proven experience managing renewals and churn across a portfolio of accounts, with the confidence to handle difficult conversations (renegotiation, dissatisfaction) as needed</span></p></li><li><p><span style="color:#121317">Proven ability to identify and close expansion/upsell opportunities, with a </span><strong><span style="color:#121317">hunter mindset</span></strong><span style="color:#121317"> and a </span><strong><span style="color:#121317">strong ROI orientation</span></strong></p></li><li><p><span style="color:#121317">Experience autonomously managing a sizeable portfolio, ideally including Mid-Market accounts</span></p></li><li><p><span style="color:#121317">A structured, analytical approach to </span><strong><span style="color:#121317">account planning at volume</span></strong><span style="color:#121317">, using </span><strong><span style="color:#121317">data</span></strong><span style="color:#121317"> to prioritize a broad book of business and </span><strong><span style="color:#121317">anticipate risk</span></strong></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">French</span></strong><span style="color:#121317"> and </span><strong><span style="color:#121317">English</span></strong></p></li><li><p><span style="color:#121317">Ability to work independently in a fast-paced, international environment</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 analytics / BI tools (PowerBI or equivalent)</span></p></li><li><p><span style="color:#121317">Advanced negotiation skills</span></p></li><li><p><span style="color:#121317">Knowledge of the financial services / professional services sector</span></p></li><li><p><span style="color:#121317">Familiarity with SaaS metrics (ARR, NRR, churn, forecasting) and reporting to leadership</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><strong><br></strong></p><h3><strong>Recruitment process</strong></h3><ol><li><p><strong><span style="color:#121317">Screening call with a Talent Acquisition Specialist: </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 or their peer: </span></strong><span style="color:#121317">A deeper dive into your Customer Success experience and approach to account management.</span></p></li><li><p><strong><span style="color:#121317">Case study + team-meet: </span></strong><span style="color:#121317">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>