Customer Success Manager

Customer Success Manager – Enterprise SaaS / Media Technology

Paris, France | Remote | Full-time

We are looking for a proactive and commercially minded Customer Success Manager to join a fast-growing technology company operating at the intersection of AI, media, video and language technology.

This role will take ownership of post-sales relationships with enterprise customers, ensuring successful onboarding, strong product adoption, customer satisfaction and long-term account growth.

The successful candidate will be comfortable working with enterprise clients within a SaaS environment and will combine excellent relationship management skills with a strong understanding of technology and a commercial mindset.

The Role

As Customer Success Manager, you will become the primary point of contact for a portfolio of enterprise customers following the completion of the sales process.

You will manage the complete customer lifecycle, from onboarding and implementation through adoption, ongoing account management, renewals and identifying opportunities for expansion.

Working closely with Sales, Product, Technology and Operations teams, you will ensure customers receive maximum value from the platform while providing internal teams with valuable feedback on customer requirements and product development opportunities.

Key Responsibilities

• Own and manage relationships with enterprise customers following contract signature.
• Lead customer onboarding, activation and implementation.
• Drive product adoption and ensure customers are achieving measurable value from the platform.
• Act as the primary point of contact for product, platform and service-related queries.
• Build strong relationships with key stakeholders and decision-makers within customer organisations.
• Establish and lead weekly, monthly and quarterly customer reviews.
• Monitor platform usage, engagement and performance metrics.
• Proactively identify potential risks to customer satisfaction or retention and develop appropriate action plans.
• Identify opportunities for account expansion, upselling and increased platform usage.
• Work closely with Sales on renewals and commercial growth opportunities.
• Coordinate internally with Product, Technology and Operations teams to resolve customer requirements and technical issues.
• Represent customer feedback internally and contribute to future product development priorities.
• Develop and maintain onboarding materials, documentation and customer best practices.
• Ensure a consistently high-quality customer experience throughout the entire client lifecycle.

What We're Looking For

• Previous experience as a Customer Success Manager, Technical Account Manager, Account Manager or similar client-facing position.
• Experience working within a SaaS, technology or software environment.
• Experience managing enterprise customers would be highly advantageous.
• Strong understanding of customer onboarding, adoption, retention and account growth.
• Commercially minded with the ability to identify upsell and expansion opportunities.
• Comfortable working with product and technical teams to resolve customer requirements.
• Excellent communication and stakeholder-management skills.
• Highly organised and capable of managing multiple customers and projects simultaneously.
• Able to work independently within a remote environment.
• Fluent English; French language skills would be highly advantageous.

Experience within media technology, streaming, video, localisation, AI or content technology would be particularly relevant.

The Person

We are looking for someone who takes genuine ownership of their customers.

You will be curious, proactive and resourceful, with the confidence to solve problems rather than simply escalate them. You should enjoy working within a fast-moving environment where priorities can evolve quickly and where individuals are given significant responsibility.

You will be a fast learner with strong attention to detail, excellent follow-through and a genuine interest in technology and the evolving media landscape.