Customer Success Manager (F/M/X)

Fairly Made

Fairly Made helps fashion brands trace and measure the environmental impact of their products. Our platform lets them collect supplier data, calculate the real impact of each product reference, and meet their regulatory obligations, from AGEC to environmental cost labeling.

Our clients don't buy a tool from us: they buy their ability to prove what they claim. That's exactly what the Care team does.

The Care team is split into two scopes: CSMs, who own the post-sale client relationship (adoption, delivered value, renewal), and AMs, who drive commercial expansion by regional market. Both scopes work in tandem on identified opportunities.

Your role

You own the client relationship after the contract is signed. In practice, you carry the entire post-sale cycle for your portfolio: onboarding, driving platform usage, empowering client teams, and renewal.

You drive adoption, spot accounts that are drifting away before they say so, and demonstrate delivered value with numbers. You're also the voice of the client internally - your feedback shapes the product.

Depending on your profile and preferences, you'll operate on one of the team's three engagement models:

• a small number of strategic accounts followed in depth,

• a high-volume portfolio managed through standardized playbooks,

• a large portfolio operated through automated journeys and targeted interventions.

We discuss this openly from the first conversation - these are three demanding categorizations, not a hierarchy.

Your missions

Drive adoption and value creation

• Maximize usage of the features and modules activated on your portfolio

• Identify adoption gaps via key indicators and deploy corrective actions

• Set up measurable adoption plans, tailored to each account's maturity

• Track usage and completion KPIs with regular discipline

Educate and empower clients

• Train and coach client teams so they achieve their goals through the platform

• Share best practices and use cases relevant to their sector

• Produce and improve enablement content: guides, templates, sessions

• Develop clients' progressive autonomy

Monitor client health and anticipate risks

• Track activity, adoption, and completion signals across the entire portfolio

• Identify at-risk accounts for churn and trigger preventive actions

• Prioritize your interventions based on impact and risk level

• Escalate critical situations to the right teams, at the right time

Lead client reviews

• Prepare and run reviews of your portfolio (business reviews, check-ins, committees depending on the model)

• Formalize and demonstrate delivered value: ROI, operational gains, adoption progress

• Align the client on priorities and the product roadmap

• Formalize and track clear, measurable action plans

Drive renewals

• Be accountable for the continuity of the client relationship over time

• Anticipate every renewal at least 3 months ahead

• Assess satisfaction and delivered value, secure renewal discussions

• Coordinate with the sales teams

Help improve our product and methods

• Collect client feedback in a structured way, both quantitative and qualitative

• Identify recurring pain points and provide actionable insights to the Product team

• Contribute to the continuous improvement of client journeys and team playbooks

• Share adoption signals with Account Managers to feed expansion opportunities

Work cross-functionally

• With Account Managers and Upsell Managers, in tandem on identified opportunities

• With Supplier Relationship Managers on supplier data collection

• With Data Specialists on data quality

• With the Product team on the voice of the customer

Must-have

• Experience (2 years) in Customer Success, Account Management, or client support in a B2B SaaS environment

• You're comfortable with data: reading a usage dashboard, interpreting a churn signal, and turning it into a concrete action

• You're rigorous and autonomous: you prioritize, keep your commitments over time, and act ahead of schedule without needing reminders - a renewal is prepared months in advance

• You're a clear, structured communicator who adapts to your audience, including in writing: your content (guides, sequences, templates) holds up without you

• You know how to build and tell a compelling, data-backed story of delivered value (business reviews, ROI)

• You know how to train clients and make them autonomous through reproducible systems, not by doing the work for them - you think in mechanisms that hold up without your constant involvement, and you optimize them based on measured results

• You move things forward with teams you have no authority over (AM, Data, Product, Supplier), turning what you observe in the field into structured, actionable insights for them

• You're value and business-impact oriented: you can explain why what you do matters

• Native/Fluent in Italian and English, French is a plus.

What will make a difference

• Comfort with automation and sequencing tools (emails, in-app, campaigns)

• Experience holding conversations with senior or C-level stakeholders

• Knowledge of the fashion/textile sector, supply chain, or environmental regulatory topics (AGEC, environmental labeling, LCA)

• Experience managing a high-volume portfolio

• A taste for documenting and standardizing: you leave things better organized than you found them

What you don't need

• A technical background. The platform is learnable.

• To already be a sector expert. Curiosity matters more than sector-specific experience on your CV.

Fairly Made® is committed to diversity, equity, and inclusion.

We carefully review every application, regardless of origin, gender, age, disability, or background.

If you believe you can contribute to our mission, we’d love to hear from you even if your experience doesn’t match every requirement listed.

Benefits

• 🤝 A 360° view of the company's development: your opinion and involvement will always be welcome on related subjects;

• 🌏 A meaningful mission: working together to make a positive impact in the textile industry

• 🚍 50% refund of transportation or Sustainable Mobility Package (Forfait mobilité durable)

• 🏀 Sports benefits program with GymLib

• 🍽️ Meal benefits: Swile card covered at 50%, with a daily meal allowance of €8.50.

1. Application review

2. Screening call with HR

3. Case study (home prep + 30 min debrief) - Manager & 1 team member

4. Team fit + Founders (45 min on-site) - meeting with the Care team and two cross-functional teams (AM and Data)

5. Reference check - with your consent, at the end of the process