Strategic Customer Success Manager with French

Role Overview

The Strategic Customer Success Manager will own a portfolio of high-value enterprise accounts, with clear responsibility for retention, growth, and customer outcomes. The role requires strong ownership of Net Revenue Retention (NRR), expansion, and long-term account growth.

What You Will Do

As a Strategic Customer Success Manager, you will act as a trusted advisor to senior stakeholders, leading account strategy, identifying expansion opportunities, and ensuring customers realise measurable value from the platform.

Why It Might Be a Fit

Success in this role will be measured by retention, expansion, NRR performance, and the ability to drive measurable customer outcomes. The role requires ~25% travel and is suited to someone comfortable operating in a fast-paced, high-growth environment.

Requirements

• Significant experience in Customer Success or Account Management within B2B SaaS, ideally working with enterprise customers
• Strong track record of driving retention, expansion, and commercial outcomes (e.g. NRR, upsell, cross-sell)
• Comfortable operating at a strategic level, building relationships with senior and C-level stakeholders
• Strong commercial acumen, with the ability to identify and progress revenue opportunities
• Highly data-driven, using insights to inform decisions and influence customers
• Experience working cross-functionally with Sales, Product, and Engineering teams
• Confident leading executive conversations, QBRs, and strategic planning sessions
• Strong understanding of hospitality or operational workflows, or a clear interest in the space
• Proactive, structured, and comfortable operating in a fast-paced, evolving environment
• Fluent in French and English

Benefits

• Comprehensive benefits and perks
• Opportunity to share unique perspectives, solve new challenges, and own their careers
• Chance to be part of a diverse and inclusive community within the company, industry, and cities