Mid-market Customer Success Manager

UpSlide is the document production layer for financial services.  We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way.

As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents. 

We are a certified B Corporation, upholding the belief that businesses should have a positive impact on society.

✨ Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence:We think that every detail counts, and we place great importance on the quality of our deliverables.

• Trust:We are passionate, committed, and free to act with autonomy.

• Happiness at work:We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

🤝 The team

You will join our Global MidMarket Customer Success team, a group of Customer Success Managers who each own a broad, evolving portfolio of mid-market accounts. While the function operates globally, this specific opening is dedicated to the EMEA & APAC regions

Based in Paris, you will work closely with 2 Mid-Market CSMs (1 in London, 1 in NYC) and 1 Scale Ops Manager (Paris). Matthieu, Head of Scale CSM and your manager, based in Paris, will support you in achieving your goals. You will also be part of a global Customer Success community across our international offices.

Here is what the Go-To-Market organization looks like at UpSlide:

• Account Executives: Prospect, acquire new business acquisition and expand existing accounts

• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment

• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth. Split between Enterprise CSMs, who build deep, tailored relationships with a small number of strategic accounts, and Mid-Market CSMs, who manage a larger book of accounts with a focus on speed and ROI, acting where and when it counts

• Support Engineers: Resolve day-to-day technical questions and issues, and ensure a smooth customer experience

🖋️ Your responsibilities

As a Mid-Market Customer Success Manager, you will own a broad portfolio of Mid-Market accounts end-to-end. Working at pace and using usage data and account signals to prioritize your day, you will make sure your accounts renew, stay healthy, and grow, spotting upsell/expand opportunities as proactively as you spot churn risk, and owning both through to close.

This is a role for someone energized by volume and by building repeatable, data-driven ways of working across a large book of business, without losing the client-first mindset that drives portfolio growth.

Portfolio Ownership & Signal-Driven Execution (60%)

Own the business performance and KPIs of a large portfolio of Mid-Market accounts, and take individual accountability for contributing to team and company targets:

• Own your portfolio's KPIs (usage, renewal rate, NRR, churn) end to end with a hunter/rescuer mindset: moving fast to capture opportunity, and stepping in decisively when an account is at risk

• Structure your coverage around two core touchpoints, kickoff and renewal, complemented by additional touchpoints where and when the data calls for it

• Continuously monitor usage data, health scores, and other signals to prioritize your day and catch risk or opportunity early

• React quickly and decisively on negative signals to protect the account, and on positive signals to capture upsell potential

• Judge, account by account, how much time and effort a situation deserves, and adjust your touchpoint cadence accordingly - guided increasingly by shared scoring and playbooks as the Scale motion matures

Product & Industry Expertise (20%)

Build broad product and industry expertise to support adoption at scale, rather than deep knowledge of any single client:

• Develop a strong understanding of UpSlide's product and of the industries your portfolio operates in

• Contribute to adoption initiatives such as webinars and open office hours, sharing your expertise across the client base

Scale Motion Optimization (10%)

Bring a critical eye to how the Mid-Market motion runs, and help make it faster and more effective:

• Share structured feedback on where automation and process changes can save time

• Suggest and help build content that increases client engagement and adoption

• Work closely with the Scale Ops Manager and the Head of Scale to turn feedback into concrete improvements

Cross-functional Collaboration (10%)

Stay connected to the teams around your portfolio, notably those handling first-line requests:

• Sync regularly with Support and Sales Admin, who own level 1 requests and escalate to you when needed

• Partner with Sales on expansion opportunities that require broader support

To work on these tasks, you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Gong, PowerBI, Notion (or local equivalents).

⚡ Your goals

What you'll be assessed on:

• Net Revenue Retention (NRR)

• Churn

• Upsell / Expansion contribution

• CRM data quality and forecast accuracy