Customer Success Manager

[Company name], a B2B SMB in [industry] based in [city], [X] employees, [X] M€ ARR, is looking for a Customer Success Manager to steer a portfolio of [X] accounts in [segment / region].

Your role

As a Customer Success Manager you steer Net Revenue Retention and expansion on a portfolio of [X] [SMB / mid-market] accounts in [region or segment], independently on a [weekly / monthly / quarterly] touch model and [half-yearly / quarterly] QBRs. You report to the [Head of Customer Success / Head of Revenue / CEO].

Key responsibilities

• Animate a portfolio of [X] accounts with [Y] k€ ARR on a [weekly / monthly / quarterly] touch according to segmentation by value and risk.
• Run structured QBRs with the executive sponsors on the customer side, grounded in tangible value measurements (measured ROI, activated use cases, adopted features).
• Diagnose risk signals (usage decline, sponsor change, a recurring ticket) within 10 days and trigger a structured action plan.
• Identify and co-build with [Sales / Account Management] expansion opportunities on strategic accounts (additional modules, raising the number of licenses, tier upgrade).
• Strict CRM hygiene: weekly updates, structured notes per account, tracking of due dates and action plans.
• Provide structured feedback of prioritized customer needs to [Product] with business context and collaborate on tracking high-impact releases.
• Take part in weekly portfolio reviews and the quarterly forecast for Net Revenue Retention with structured data.

Profile

• Essential: 3 to 6 years of professional experience in customer success, of which at least 2 years owning a B2B customer portfolio; Net Revenue Retention carried [greater than or equal to] 100 %; familiar with a modern CRM (HubSpot, Salesforce, Pipedrive) and a customer-success tool (Gainsight, Vitally or comparable).
• Desired: experience in B2B SaaS or a complex product; familiar with your customer segment (SMB / mid-market / enterprise); experience with a product at the end of the PMF phase, if your stack is young.
• Disqualifying: experience exclusively in reactive customer support with no proactively steered portfolio; or experience exclusively in contractual account management with no usage diagnosis; or no concrete example of an avoidable churn diagnosed and corrected.

What we offer

• Gross annual compensation: fixed [40-65] k€ plus variable [8-15] k€ at OTE (80/20). Variable indexed on the portfolio's Net Revenue Retention and expansion. Details of the variable plan are shared in the interview.
• Model: [full-time, hybrid 2-3 days per week on-site, based in [city]].
• Benefits: [company pension, bike leasing, employee shares, vacation, home-office policy, professional development].
• Stack: [CRM, customer-success platform, product-usage analytics, demo / video].