Customer Success Manager - EMEA & US

Lyon · France Paris · 5+ years experience · Hybrid · Posted Oct 7, 2026

At a glance

You own the business side of enterprise accounts in US & EMEA, handling strategy, growth, and the executive relationship alongside a dedicated Digital Project Manager.
You manage a portfolio of 10 to 25 enterprise accounts in a high-touch model with recurring senior-level touchpoints and full ownership of the commercial cycle.

Build and maintain trust with senior client stakeholders over months with a proactive cadence per account.
Map each account's governance including sponsors, project teams, regional stakeholders, IT, and HR.
Lead Steering Committees and business reviews with executive stakeholders.
Own renewals end to end by anticipating dates months ahead, building business cases, negotiating terms, and closing.
Identify and qualify upsell and cross-sell opportunities with a structured methodology and run the full cycle in autonomy.
Turn project data into outcome narratives aligned with each client's business stakes such as ROI, adoption, and impact.
Review and prioritize your portfolio by value, risk, and renewal proximity to arbitrate your agenda accordingly.
Detect churn signals early including usage drops, sponsor silence, and stakeholder turnover to drive action plans.
Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client's business goals.

At least 5 years of experience managing enterprise client portfolios in B2B SaaS as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership.
Personally owned the full sales cycle including renewals, upsell, cross-sell, negotiation, and closing.
Managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account.
Qualify and run long, complex cycles with a structured methodology such as MEDDIC, BANT, or SPIN.
Built and sustained direct relationships with Directors and C-levels over 12 months or more beyond operational contacts.
Turn project data into business narratives by selecting indicators that matter to client stakes rather than reporting raw activity.
Worked with US & EMEA based enterprise clients and international stakeholders.
Speak and write English at a C2 level.

Sustained relationship building by creating trust quickly and maintaining it over months.
Proactivity in anticipating needs, risks, and opportunities before clients raise them and detecting churn signals early.
Prioritization skills to take height on your portfolio regularly and rank accounts by value, risk, and renewal proximity.
Team play in a duo with prior experience of a CSM and PM duo model.
Humility and coachability to self-assess honestly and integrate feedback fast.
Domain and tooling exposure including internal communications, employee advocacy, CS tooling like Gainsight or Planhat, BI dashboards, or frontline-worker and manufacturing client contexts.