Customer Success Manager (SMB Accounts)

Company: ChooseMyCompany
Industry: HR Tech / SaaS / Employee Experience
Location: Paris, France (Hybrid)

About ChooseMyCompany

ChooseMyCompany is a mission-driven HR technology company that helps organizations measure, certify, and enhance relationships with their stakeholders, including employees, candidates, interns, customers, and students.

Since its creation in 2011, the company has supported more than 1,500 organizations and educational institutions worldwide through certified surveys, employer branding certifications, employee experience programs, and ESG/CSRD reporting initiatives.

At the heart of the business is a SaaS platform that enables organizations to collect, analyze, and act on certified stakeholder feedback.

Role Overview

As a Customer Success Manager, you will be responsible for ensuring the successful delivery of customer survey and certification projects from onboarding through renewal.

You will manage a portfolio of Small and Medium Business (SMB) clients, ensuring operational excellence, customer satisfaction, platform adoption, data quality, and long-term retention.

Working closely with Customer Success, Key Account Management, Product, and Customer Care teams, you will act as the primary point of contact throughout the customer journey.

This role combines:

• Customer Success Management

• SaaS Project Management

• Customer Onboarding

• Data Management

• Customer Training

• Account Growth & Retention

Key Responsibilities

Customer Project Success

• Manage a portfolio of SMB customers throughout their survey and certification lifecycle.

• Define project objectives, scope, timelines, and implementation plans.

• Ensure successful execution of customer projects and achievement of expected outcomes.

• Serve as the primary customer contact throughout the engagement.

Customer Onboarding & Adoption

• Deliver onboarding sessions for new customers.

• Train users on platform functionality and best practices.

• Support customers in adopting the platform and maximizing value from available features.

• Promote customer self-sufficiency and long-term engagement.

Platform Configuration & Data Management

• Configure survey projects within the SaaS platform.

• Manage:

  • Data imports and exports

  • Database management

  • Excel-based data processing

  • Survey setup and configuration

• Ensure data quality, reliability, and compliance throughout the project lifecycle.

Customer Consulting & Support

• Advise customers on survey methodologies and participation strategies.

• Recommend best practices to improve response rates and data quality.

• Help customers interpret results and leverage insights effectively.

• Conduct post-project reviews and prepare future campaign recommendations.

Customer Retention & Growth

• Contribute to customer renewal initiatives.

• Identify opportunities for:

  • Upselling

  • Cross-selling

  • Additional consulting services

• Collaborate with Key Account Managers to support account growth and long-term customer success.

Customer Advocacy

• Act as the voice of the customer internally.

• Document key customer insights and feedback within the CRM.

• Share customer needs and recommendations with Product, Sales, and Customer Success teams.

• Support the continuous improvement of products and services.

Process Improvement

• Contribute to improving internal workflows and customer experience processes.

• Participate in knowledge sharing and best-practice initiatives.

• Help optimize onboarding, project management, and customer engagement methodologies.

Candidate Profile

Experience

• 2–3+ years of experience in:

  • Customer Success Management

  • SaaS Project Management

  • HR Technology (HRIS/SIRH)

  • Customer Support

  • Client Services

• Experience in the HR sector is considered an advantage.

Technical Skills

Strong experience with:

• SaaS platforms

• CRM systems

• Excel

• Data imports and exports

• Database management

• Platform configuration

Additional experience with HRIS (Human Resources Information Systems) is a plus.

Data & Analytical Skills

• Comfortable working with structured data.

• Ability to manage large datasets and configuration projects.

• Strong attention to detail and data accuracy.

• Interest in process optimization and operational efficiency.

Customer-Facing Skills

• Strong customer relationship management skills.

• Ability to engage with:

  • HR Directors

  • HR Managers

  • Business Leaders

  • Operational Teams

• Excellent communication and training capabilities.

Commercial Mindset

• Ability to identify customer needs and growth opportunities.

• Comfortable discussing additional services and solutions.

• Customer-centric with strong business awareness.

Soft Skills

• Strong organizational skills

• Attention to detail

• Problem-solving mindset

• Proactivity

• Team collaboration

• Adaptability

• Customer empathy

Language Requirements

• Fluent French

• Professional English proficiency

Ability to communicate with international customers and colleagues when required.

What the Company Offers

• Mission-driven organization focused on improving stakeholder relationships.

• High-impact role at the center of customer experience.

• Collaborative environment with strong autonomy and ownership.

• Up to 2 days remote work per week.

• 8–12 additional RTT days annually.

• Comprehensive health insurance coverage.

• Vacation bonus.

• Swile meal card.

• 50% transportation reimbursement.

Ideal Candidate Profile

The successful candidate will demonstrate:

Customer Success Expertise

• Customer Onboarding

• Customer Retention

• Customer Satisfaction

• Customer Training

• Account Management

Technical Skills

• SaaS Platforms

• HR Technology

• Data Management

• Excel

• CRM Systems

Business Skills

• Project Management

• Stakeholder Management

• Customer Consulting

• Upselling & Cross-Selling

• Process Improvement

Personal Strengths

• Organization

• Communication

• Analytical Thinking

• Collaboration

• Proactivity

• Attention to Detail

Key Skills for an English CV

• Customer Success Management

• SaaS Project Management

• Customer Onboarding

• Customer Retention

• Customer Training

• Account Management

• Customer Satisfaction

• Stakeholder Management

• HR Technology (HRIS/SIRH)

• Data Analysis

• Excel

• CRM Management

• SaaS Configuration

• Customer Consulting

• Upselling

• Cross-Selling

• Survey Management

• Process Improvement

• Customer Advocacy

• Client Relationship Management