Customer Success Manager - France & Southern Europe

In this role you drive lasting client partnerships within a global portfolio, focusing on onboarding, product adoption, renewals, and expansion. You will work closely with cross-functional teams to ensure value realization and retention for enterprise clients. The position blends relationship management with data-driven insights to reduce churn and grow our customers’ usage of the CX platform. This role offers global exposure, AI-enabled workflows, and opportunities to shape how brands scale their customer journeys.

• International and fast-paced environment
• Flexible working environment
• Unlimited Paid Time Off
• Private Health Insurance and Pension
• Enhanced family/parental leave
• Modern office in London’s Shoreditch

• Act as the primary contact for named accounts and nurture long-term relationships
• Oversee onboarding to ensure timely product adoption and smooth delivery
• Monitor usage and adoption, delivering training to maximize platform value
• Develop renewal and retention strategies, forecast renewals, and mitigate churn
• Identify upsell/cross-sell opportunities and coordinate with Account Sales Director
• Gather and relay customer feedback to product and delivery teams for continuous improvement
• Maintain accurate client records in CRM/Gainsight and report on health and risks

• Bachelor's degree in Business, Marketing, Communications, or a related field
• 3–5 years in customer success, account management, or related role
• AI-first mindset with ability to leverage AI tools to streamline workflows
• Proven ability to build strong relationships and manage key accounts
• Proficiency in digital marketing services (social media, content marketing)
• Strong problem-solving skills and calm handling of challenging situations
• Proficiency with CRM and customer success tools (Salesforce, Gainsight)
• Excellent verbal and written communication skills

• Relationship-building
• Problem-solving
• Communication
• CRM systems (Salesforce)
• Gainsight
• AI tools and workflows for customer success