Customer Success Manager

As our new Customer Success Manager for France, you will manage a portfolio of customers, supporting some of Go1’s most established enterprise and mid-market customers in the French and South EMEA market.

Your focus will be protecting customer relationships, increasing adoption of Go1’s content solutions and helping customers achieve measurable value from their partnership with us, on the Go1 product and on the Coorpacademy product, which is a part of Go1. You will build relationships across each customer organisation, lead strategic account planning and collaborate with teams across Go1 to manage implementations, resolve risks and identify sustainable growth opportunities.

This is an important role for our French Customer Success team based out of Paris, and requires someone who can confidently manage complex relationships while maintaining a strong focus on retention, customer health and commercial outcomes.

What you will do

• Own the ongoing success of a portfolio of enterprise and mid market customers in France and South EMEA.
• Build trusted, multi-threaded relationships with customer stakeholders, including senior executives and decision-makers.
• Develop long-term account plans that connect customer priorities with adoption, value realisation, retention and growth.
• Monitor customer health, product adoption and engagement, identifying risks early and coordinating clear recovery plans.
• Lead regular customer meetings and strategic business reviews that demonstrate value, align on priorities and identify next steps.
• Coordinate implementations and deployments with Go1’s Onboarding, Content, Support and Customer Experience teams.
• Work with Sales and relevant commercial partners to support renewals and identify appropriate expansion opportunities.
• Maintain accurate account, renewal, revenue and risk forecasts for your portfolio.
• Navigate complex internal and customer stakeholder environments, bringing the right people together to resolve issues and progress opportunities.
• Represent customer needs internally and provide structured feedback to Product, Design and Engineering teams.
• Partner with Sales, Support, Marketing and Operations to improve the experience customers receive throughout their lifecycle.
• Contribute to the development of the French Customer Success function, including processes, playbooks and ways of working.

What will make you successful

• Experience managing complex enterprise or strategic customer relationships, ideally in B2B SaaS, learning technology or another subscription-based environment.
• Evidence of protecting and growing a significant customer portfolio, including measurable retention, adoption or expansion outcomes.
• Experience identifying churn risk, developing recovery plans and coordinating stakeholders through challenging customer situations.
• Strong commercial judgement and an understanding of renewals, revenue forecasting and account growth.
• Experience leading strategic customer meetings, account planning and executive-level business reviews.
• The ability to explain contractual, technical and financial value clearly to customer and internal stakeholders.
• Strong organisational, project-management and prioritisation skills across multiple complex accounts.
• A structured, analytical approach to customer health, product adoption and long-term account planning.
• The ability to communicate recommendations clearly and influence senior stakeholders.
• Confidence working across international and cross-functional teams in a changing environment.
• Professional fluency in written and spoken French and English.

What we would particularly value

• Experience working with large French enterprise organisations.
• Experience managing a portfolio of comparable size or complexity.
• Familiarity with learning technology, HR technology, content platforms or digital transformation.
• Experience using customer-success and CRM platforms to manage health, adoption, renewals and forecasting.
• Experience partnering with Product teams to translate customer feedback into clear, evidence-based recommendations.

This role has an indicative gross annual pay of €50,000 and €55,000 and your actual base pay will depend on your skills, qualifications, and experience. This role is also eligible for an incentive plan and employee stock options. This is a Paris-based hybrid role, with daily office attendance expected during the four-month probation period, followed by a minimum of two days per week in the office.