Customer Success Manager - US & EMEA

Job Description

The role

You own the business side of enterprise accounts in US & EMEA: strategy, growth and the executive relationship. A dedicated Digital Project Manager runs operational delivery with you, in a true duo. Your job is to be the trusted advisor sponsors call first.

You manage a portfolio of 10 to 25 enterprise accounts in a genuinely high-touch model: recurring senior-level touchpoints per account, direct relationships with Directors and C-levels, and full ownership of the commercial cycle from qualification to closing.

What you will do

Relationships and sponsorship

• Build and maintain trust with senior client stakeholders over months, with a proactive cadence per account: you re-engage silent sponsors instead of waiting for the renewal.
• Map each account's governance (sponsor, project teams, regional stakeholders, IT, HR) and open doors when contacts change or go quiet.
• Lead Steering Committees and business reviews with executive stakeholders.

Commercial ownership

• Own renewals end to end: anticipate dates months ahead, build the business case, negotiate terms and close.
• Identify and qualify upsell and cross-sell opportunities with a structured methodology, then run the full cycle in autonomy.
• Turn project data into outcome narratives aligned with each client's business stakes: ROI, adoption, impact.

Execution with your DPM

• Review and prioritize your portfolio by value, risk and renewal proximity, and arbitrate your agenda accordingly.
• Detect churn signals early (usage drops, sponsor silence, stakeholder turnover) and drive the action plan.
• Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client's business goals

Qualifications

What we are looking for

This role can be a strong fit if you enjoy owning both the relationship and the revenue: building executive trust that lasts through difficult project phases, and running the full commercial cycle yourself. We are looking for someone who treats a client portfolio as a business to grow, with the discipline of account care and the reflexes of a closer.

🚀 Required experience and skills

• You have at least 5 years of experience managing enterprise client portfolios in B2B SaaS, as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership.
• You have personally owned the full sales cycle: renewals, upsell, cross-sell, negotiation and closing. You have deals where you ran the negotiation and the close yourself.
• You have managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account. 
• You qualify and run long, complex cycles with a structured methodology (MEDDIC, BANT, SPIN or equivalent), and you can show how it changed a real deal.
• You have built and sustained direct relationships with Directors and C-levels over 12 months or more, beyond operational contacts, including through difficult project phases.
• You turn project data into business narratives: you select the indicators that matter to your client's stakes (ROI, adoption, impact) instead of reporting raw activity.
• You have worked with US & EMEA based enterprise clients and international stakeholders.
• You speak and write English at a C2 level. Concise, structured, impactful communication is verified at every step, and the entire hiring process runs in English.

💡 What will help you succeed in this role

• Sustained relationship building. You create trust quickly and maintain it over months: proactive cadence, re-engaging silent sponsors, staying present at Director and C-level rather than retreating to operational contacts.
• Proactivity. You anticipate needs, risks and opportunities before the client raises them, and you detect churn signals early.
• Prioritization. You take height on your portfolio regularly, rank accounts by value, risk and renewal proximity, and arbitrate your own agenda accordingly.
• Team play in a duo. You work as a true pair with a Project Manager: proactive mutual information, respect for their constraints, shared focus on the client's business goals. Prior experience of a CSM and PM duo model is a plus.
• Humility and coachability. You self-assess honestly and integrate feedback fast.
• Domain and tooling exposure. Internal communications, employee advocacy or engagement knowledge, CS tooling (Gainsight, Planhat or equivalent), BI dashboards, or frontline-worker and manufacturing client contexts are all pluses, none is required.

Working at Sociabble

Sociabble is a structured and demanding environment. Team members are expected to clarify problems, propose solutions, and take ownership of their topics from start to finish. 

AI is part of everyday work across all teams. We use it to structure thinking, produce, analyze, and automate. 

This environment will suit you if you enjoy working with autonomy, adjusting your approach along the way, and being supported as you progress. 

Your experience should help raise standards: understanding what already exists, asking the right questions, then proposing what needs to evolve. Management stays close to the field. What you deliver has a visible and measurable impact. 

We value a consulting type of approach. Each customer benefits from a dedicated two-person team, combining business and project expertise, with the goal of becoming a trusted long-term partner. If you enjoy understanding a company’s challenges before proposing a solution, building long-term relationships, and supporting accounts with a high level of proximity, that is a strong signal.

Additional Information

Life at Sociabble

📍 Office & hybrid work. This role is based in Paris, in the Marais. Our hybrid organization includes 3 days on site,and 2 days remote.

📈 Growth & onboarding. Start with a personalized onboarding plan, then keep developing through internal workshops, Friday trainings, and year-round learning opportunities. Internal mobility and progression are encouraged.

🔥 Team life. Join a human-sized, international SaaS company with regular moments to connect: afterworks, team-building events, town halls, and SoTogether, our fully company-funded annual multi-day seminar.

➕ Benefits. Annual day package, with 8 to 12 RTT days/year. Holiday bonus under the Syntec collective agreement. Edenred meal vouchers (€8/day, 50% covered). Leeto platform. Equipment provided: laptop, headset, monitor, and remote-work accessories depending on need. 50% coverage of public transport and Alan health insurance. 

☀️ Culture. At Sociabble, culture is explicit and shapes how we work every day. We value clarity, high standards, autonomy, ownership, direct feedback, and a strong spirit of collaboration.

Recruitment process

• HR screen, video (45 min) with Lousia, Talent Acquisition
• Manager interview (1 hour) with Olivia, Customer Success Director
• Simulation (1h), panel with Laura and Olivia
• Reference check

What you should know before applying:

• Permanent contract 
• Based in Paris or Lyon

All your information will be kept confidential.