Enterprise Customer Success Manager

Job Description

Enterprise Customer Success Manager | Lumapps

The Tone:
This is a full-time hybrid role at Lumapps, located in Paris and Lyon, France. Lumapps develops an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement for employees, customers, and partners. This role is crucial for ensuring the long-term success and satisfaction of Lumapps’ largest and most strategic enterprise customers, driving platform adoption and value.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, France (Île-de-France), France (Auvergne-Rhône-Alpes) – Paris, Lyon
• Team: EMEA Customer Success team, currently composed of 10 people.
• Mission: To manage and grow relationships with enterprise customers, ensuring their long-term success and satisfaction with the Lumapps platform.

What You’ll Actually Do
• Manage: Manage a portfolio of enterprise accounts, ensuring their long-term success and customer satisfaction with the Lumapps platform.
• Drive: Drive platform adoption and support the evolution of the solution within client organizations through a usage-based approach.
• Build: Build and maintain trusted relationships with key client stakeholders, including C-level executives, through regular, tailored engagements.
• Lead: Recommend and lead customer Success Plans, executing action plans in collaboration with clients and partners to improve platform performance and adoption.
• Collaborate: Collaborate closely with Account Managers on renewals, while actively identifying and tracking potential upsell and cross-sell opportunities.
• Advocate: Act as the internal voice of the customer, sharing feedback and product evolution needs with Lumapps’ Product teams and coordinating with other internal teams.

The Must-Haves
• Background: Mid-senior level professional with experience in a SaaS software company focused on enterprise account management.
• Experience: 4–5 years of experience in a SaaS software company, with a proven track record in enterprise account management and managing complex customer relationships.
• Skills:
• Fluent in French and English, both written and spoken.
• Strong relationship-building skills, capable of engaging with internal teams, partners, and C-level stakeholders.
• Excellent communication and presentation abilities, capable of influencing and guiding clients strategically.
• Familiarity with sales cycles in a competitive market and ability to partner effectively with commercial teams.
• Bonus: Experience ideally in the deployment of internal communication, collaboration, or HRIS solutions.