Customer Success Manager (Key Accounts) - CDI - Paris - H/F/X

You will be part of the Success department, made up of nearly 40 people, whose mission is to support our clients in the adoption and maximum value of the Partoo platform.

Your team, the CSM Key Accounts, is a business unit in its own right. It manages Partoo's strategic accounts, those with an ARR exceeding 55,000 euros, with tight portfolios (approximately 15 accounts per CSM) and challenges related to C-level relationships, complex deployments, and long-term growth.

You will report directly to Caroline, our Customer Success Team Manager.

You will work closely with the Sales (AE), Care, Product teams and local teams internationally.

MISSIONS 🔥

Portfolio management and retention

• Managing a portfolio of approximately 15 key accounts (averaging over €1M in ARR), including multi-country and multi-brand accounts

• Develop proactive retention and churn prevention strategies by anticipating risks and implementing concrete action plans.

• Ensure the deployment and operational monitoring of Partoo solutions (including new premium products)

Customer relations and advisory approach

• Develop and maintain trusting relationships with stakeholders at all levels: project teams, business units, C-level executives

• Facilitating executive committees, steering committee meetings, and presentations to franchise networks

• Providing real added value through consulting: success plans, strategic workshops, ROI analysis, and projections on digital trends.

• Managing complex and cross-functional deployments (multi-tool, multi-country)

Business collaboration

• Working in tandem with Account Executives on account growth strategy (upselling, functional cross-selling)

• Identify growth opportunities, qualify signals, and make introductions to AEs

• To provide the business perspective that complements the commercial approach of the AEs

• Contribute to the definition of annual and multi-year support strategies

Operational excellence and continuous improvement

• Structure and document portfolio strategies, client tiering, and effort priorities.

• Contribute to the improvement of internal processes and the sharing of best practices within the team

• To be a point of reference on complex issues for junior team members

EXPERIENCES & SKILLS 💼

Desired profile

• 5 to 6 years minimum experience in Customer Success Management or consulting, ideally in a B2B SaaS environment

• Experience in managing complex major accounts (multiple stakeholders, multiple countries, strategic issues)

• Exposure to product environments with high technical complexity (multi-product platform)

• Experience in a growing or scale-up organization is a real asset
  

Key skills

• Portfolio Management: ability to prioritize, anticipate risks, build renewal plans and autonomous growth strategies, in line with team objectives

• Customer relations and communication: equally comfortable with operational teams and C-level executives; able to adapt their communication style, lead executive committees, and handle difficult conversations with composure.

• Results-oriented and focused on commercial impact: understands the value drivers for the client and for Partoo, knows how to lead ROI discussions and work collaboratively with the Account Executives on expansion strategies

• Project management and deployment: capable of leading complex cross-functional projects, coordinating multiple stakeholders, and methodically tracking progress.

• Data-savvy: uses data to manage business operations, build clear reports, and guide customer recommendations

• Problem solving: quickly identifies the causes of a problem, structures solutions and communicates them clearly both internally and externally

RECRUITMENT PROCESS 🎭

• First Interview (45 min) - TA

• Hiring Manager Interview (1 hour)

• Business Case

• Business Case Debrief (1h-1h30)

• Final Interview (45 min - 1 hour)

🏢 As part of our recruitment process at Partoo, at least one stage takes place in our Paris offices to meet our teams in person.

COMPENSATION 💸

Proposed package: between 54K and 64K annually (gross)

• Our salary scales are built using the Figures tool, which is based on an internally defined career path with particular attention paid to fairness between teams

• A 360° feedback is conducted every quarter with your manager, supplemented by an annual review of your compensation based on your performance and behavior.

WORK ENVIRONMENT & BENEFITS 🎁

• Work environment: eco-friendly offices in Paris 18, accessible for people with disabilities (RQTH)

• Committed company: 2 volunteer days/year offered, B Corp certified, obtained the Disability Accreditation Agreement, ISO 27001 standard in progress, internal groups such as Women@Partoo

• Health & well-being: Health insurance and mental health prevention solutions with Alan, coaching sessions with Moka.care , partnership with Gymlib (4,500 gyms, 300 activities)

• Daily life: worklife card with meal vouchers, sustainable mobility package, CESU

• Flexibility: 6 days of paid time off per year, in addition to paid vacation. 2 to 3 days of remote work per week, plus an additional 6 weeks per year after your probationary period.

• The Works Council (CSE) ensures the well-being, safety, health and working conditions of employees and offers benefits via the Leeto platform.

• Community life: seminars, evenings, and sharing time with card tournaments, sports challenges, yoga classes, cooking workshops... Whatever your interest, you'll find a group that suits you, and we encourage inclusive initiatives so that everyone can connect and share.

To learn more: These elements are supplemented in our Culture Book: culture, rituals, career paths and internal practices, feel free to consult it.