fullenrich - Customer Success Manager
Requirements
• Native-level French and fluent English, written and spoken • 2 to 4 years in a SaaS Customer Success role, owning a book of business • A track record of owning and closing renewals, not just managing relationships • Comfortable running a high-volume book and prioritising with data • At home in a CRM (HubSpot ideally) and using usage data to make decisions • Warm, clear communicator who's confident in commercial conversations • Builder mindset: you like a fast-growing team where the playbook is still being written • Background in B2B data, sales tech or GTM tooling • Comfortable talking APIs and integrations with technical buyers
Responsibilities
• Own the post-sale relationship for all of our French-speaking customers who range from Enterprise to SMB, plus our Scale/SMB book • Run onboarding and kick-off calls so new customers reach first value quickly • Be the voice of your customers internally, feeding product feedback into the roadmap • Renewals & retention • Own renewals end to end: forecasting, commercial conversations and closing • Monitor usage, credit consumption and health signals, and act early on risk • Run save plays on at-risk accounts before renewal is on the line • Adoption & expansion • Drive adoption across our API, CSV/bulk upload and CRM integrations • Identify and qualify expansion opportunities, then hand them to Sales with full context • Contribute to one-to-many programs: French-language webinars, office hours and enablement content • Help improve our playbooks and keep HubSpot data clean and reliable • WHAT SUCCESS LOOKS LIKE: • Confident across the product (API, CSV, integrations) and our CS playbooks • Owning your full book, with every account health-scored and a main point of contact in HubSpot • Running renewals independently, and you have hosted your first French-language webinar or office hours • Book on track for 90%+ gross revenue retention • % of the book active and healthy (target to confirm once the health score is defined) • A steady flow of qualified expansion handoffs to Sales • 90%+ GRR delivered across the book • Measurable improvement in adoption and health across the book • The trusted internal voice on our French-speaking customers, shaping how we scale CS • THE HIRING PROCESS: • Intro to FullEnrich with our Talent Team (30 min) – A chance to learn more about you, introduce FullEnrich and the role, and explore whether there's a mutual fit. • Meet with our Founding CSM (45 mins) –A chance to dive deeper into your experience and role specific fit • Task stage (90 mins) • Final with the CEO (45 min) – A chance for you to meet our CEO, Ben, and have a conversation around FullEnrich's values, ambitions, how we work, and what we're building together.
Benefits
• Your benefits package will reflect the requirements and market practices of the country in which you're employed, including applicable leave, healthcare, retirement and wellbeing benefits. • Full details will be shared during the hiring process.
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