Mid-Market Customer Success Manager (F/M) - Paris/Lyon

As an Mid Market Customer Success Manager, you will be responsible for managing and growing relationships with our largest and most strategic customers.

Responsibilities

Managing a portfolio of Mid Market accounts (direct and indirect customers), ensuring long-term success and customer satisfaction; Driving a usage-based approach to promote platform adoption and support the evolution of the solution within client organizations; Building and maintaining trusted relationships through regular check-ins, tailored to each customer’s needs; Supporting clients with issue resolution by acting as liaison with Product, Engineering and Support teams when necessary; Recommending, leading, and executing action plans for customers; Collaborating with clients and partners to continuously improve platform performance, change management, and adoption; Coordinating LumApps project managers and product experts (PMs or POs) for targeted engagements; Collaborating closely with Account Managers on renewals, while identifying and tracking upsell and cross-sell opportunities; Partnering with other LumApps teams (Customer Experience, Marketing, Sales, Product, Engineering) to deliver the most impactful customer experience; Acting as voice of customer internally by sharing feedback and product evolution needs with Product teams; Keeping customer database up to date and ensuring accurate reporting on activities and revenue; Ensuring that adoption on the platform grows and driving continuous growth in platform adoption.

Requirements

3–5 years of experience in a SaaS software company, ideally in the deployment of internal communication, collaboration, or HRIS solutions; Proven track record in complex Mid Market account management and managing complex customer relationships; Proven track record in cross-collaboration function with both customers and business partners; Fluent in French and English, both written and spoken; Strong relationship-building skills, able to engage with internal teams, partners, and C-level stakeholders at client organizations; 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.

Benefits

Hybrid work model – 2 days at the office, 3 days remote; RTT days – ~10 extra days off per year; Meal vouchers (SWILE) + free snacks & coffee; Yoga classes; Supportive parental leave and family moments; Health insurance (ALAN) – 60% covered + full life & disability cover; Afterworks, team celebrations & seasonal parties; Equipment of your choice; French & English lessons, professional development & access to Leeto CSE