Customer Success SIRH Mid-Market Junior

At Lucca, since 2002, we've been designing an HR platform that simplifies the daily lives of HR professionals, employees, managers—everyone, really. Thanks to our software suite, we automate internal processes to free up time for businesses: fewer tedious tasks, more energy for what truly matters.
Today, we are over 800 Lucca employees spread across Paris, Nantes, Marseille, Barcelona, ​​Munich, and Geneva, and already more than 10,000 clients in 130 countries trust us. And to continue growing, we need you.

You will be part of the Customer Success team dedicated to companies with fewer than 250 employees (the Mid-Market department) and made up of about thirty people whose average age is 27 years old.

Your main mission will be to support our small and medium-sized enterprise (SME) clients in the implementation , adoption, and use of our solutions, both in France and internationally, from Bordeaux. The position comprises three main areas.

1️⃣ Project management for client deployment and onboarding

Depending on the context, needs, and maturity of the client, the support provided is tailored to their specific situation, offering varying degrees of autonomy. The goal is to enable the client to develop their skills and successfully implement their solution.

Historically, this journey is structured to guide customers step by step to their first uses.

1. It all starts with a kick-off, which allows us to launch the project, set the framework, identify the issues, the stakeholders and build a shared schedule;
2. Next comes the audit phase , during which the consultant delves deeper into the client's business needs and identifies its specific characteristics;
3. Based on these elements, he configures the solutions to adapt them to the client's context;
4. Once this environment is prepared, the consultant provides training to the administrator , in order to give him the keys to take control of the solution;
5. The client then enters a testing phase , during which they test the settings, familiarize themselves with the tool and validate its conformity to their expectations;
6. Finally, the project concludes with the production launch , followed by support on initial uses to ensure a secure start.

2️⃣ Customer run via support 

In the Mid-Market sector, there are no individual client portfolios. Consultants participate in a collective support organization, rotating through specific time slots. During these sessions, you will assist administrators of our solutions on a variety of topics: configuration assistance, advanced questions, application behavior analysis, bug reporting, etc.

3️⃣ Side projects to participate in the structuring of the department

Consultants help to evolve our deployment practices, our way of supporting clients and more broadly the thinking around the customer journey.

Desired profile

- You are a graduate of a top engineering or business school;
- You have initial experience in project management and are not afraid to take the lead to move projects forward;
- You enjoy human interaction while also being drawn to solving practical and sometimes technical problems;
- Curious, you have an interest in digital technology and its implementation within companies, and you are not afraid to test functionalities to learn how to use software;
- You speak English very well
; - You enjoy working in a team and, like us, you are ready to fully commit to the satisfaction of your contacts by going beyond their expectations.

▶︎ The recruitment process
☎️ Step 1: Telephone interview with the talent acquisition manager (30 min)
💻 Step 2: Interview with a CS manager (60 min)
📝 Step 3: Short interview - Role-playing exercise with a manager and a senior consultant (60 min)
📍 Step 4: Final interview - 15-minute presentation on a topic of your choice to a Lucca panel (members of your future team as well as other departments) + discussion about your career path (45 min)

▶︎ In the CS department, you will find:
✔ A precise deployment methodology, and a high degree of autonomy in project management, organization and monitoring;
✔ Daily support and availability from colleagues;
✔ Comprehensive training provided on all our solutions;
✔ A diversity of contacts and Mid-Market missions;
✔ Teambuilding, team happy hours & restaurant outings to unwind.

▶︎ We “have something” that means everything in the world
🎗️ Kenko Health Insurance – 100% coverage for you and your children, because we want the whole family to be in great shape
🍽️ Lucca meal voucher card
🏋️ Wellpass subscription
🚴 Transport or sustainable mobility – 75% reimbursed every month… or a bonus for worry-free cycling
💰 Profit-sharing and savings plans Company (PEE/PERCO)
🌴 Holiday bonus
🎉 Works council benefits

▶︎ 𝗡𝗼𝘁𝗿𝗲 𝗰𝘂𝗹𝘁𝘂𝗿𝗲

At Lucca, we have only one rule: work hard, but don't take ourselves too seriously. We value transparency, autonomy, high standards, and an open mind, allowing everyone to give their best while remaining true to themselves.
And because work is also a human adventure, the year is punctuated by several seminars, team-building activities, a startup weekend, monthly welcome drinks for each new cohort, and welcome lunches for new recruits. We love getting together, sharing, and celebrating.