As a Customer Success Manager (CSM), you will play a critical role in guiding our customers through their journey with our platform, from onboarding to renewal. You will ensure their operational needs are met, proactively manage relationships, and identify growth opportunities. In this role, you’ll collaborate closely with internal teams, including Customer Support Engineers (CSEs), to resolve issues and continually improve the customer experience. You will also gather and share customer feedback with our Product and Engineering teams to help shape product improvements.

Note: Fluency in English is required for this role, as you’ll be working with an international customer base. We are hiring for this position in France.

Key Responsibilities

• Execute the customer journey: Lead customers through every stage of their lifecycle, from onboarding to renew, ensuring they satisfy their operational needs.

• Proactively manage customer relationships: Maintain regular communication with customers to foster strong and long-term partnerships.

• Identify growth opportunities: Recognize and seize opportunities to expand the customer’s use of our product, driving both upsell and cross-sell initiatives.

• Coordinate internal resources to solve issues: Collaborate with various internal teams to address customer needs and problems swiftly.

• Collaborate with CSEs: Work closely with the Customer Support Engineers, improving customer satisfaction and success.

• Gather, analyze, and share customer feedback internally: Collect feedback from customers, and share insights with internal teams to help improve our products and offerings, and meet customer expectations.

• Excellent communication skills, and experience in customer relationship management within a SaaS or tech environment.

• Knowledge of the cybersecurity industry, in particular cyber threat intelligence, with the ability to deeply understand the specific needs and challenges of operational security teams.

• Proficiency in executing customer journey processes and using CRM tools to efficiently manage interactions and follow-ups.

• Ability to grasp both functional (business) and technical aspects to deliver high-quality training, workshops, and support.

• Autonomy and curiosity to explore platform features deeply and gain a comprehensive understanding of the product.

• Problem-solving mindset and technical aptitude to optimize platform use and troubleshoot customer issues efficiently.

Want to know more? Have questions? You like it, but feel like you could bring something different than this job description? Don’t hesitate to reach to us, we will be happy to discuss!