Customer Success Manager

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.

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 🧑‍🤝‍🧑

The French Customer Success Team was created in April 2023 to help us achieve our business goals: Ensure our clients use our tool, are satisfied, and renew their contracts.

• You will join a local team of 4 CSM.

• Juliette, your future manager, will mentor you to help you achieve your goals.

• You will also be part of a global community of 16 CSMs!

Our team rituals: Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars.

Team goals 🎯

As part of the France BU, along with Sales and other Success roles, you will be in charge of the France, Southerne Europe & Benelux markets.

Here is what is expected from each role in the BU:

• Business Development Associates: Client prospection

• Account Executives: New business acquisition and new entity expansion

• 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, upsell within existing entities, value realization, and long-term account growth

Your responsibilities 🖋️

Account Ownership & Revenue Growth (50%)

Own the business performance, strategy and health of your portfolio (Tier 1 & Tier 2 – France, Southern Europe & Benelux).

• Take full ownership of your portfolio (ARR, NRR, renewal, risk level)

• Build and execute structured account plans for 100% of accounts, with clear growth and retention objectives

• Proactively identify risks and expansion opportunities through data analysis

• Monitor account health through usage data, adoption metrics and stakeholder engagement

• Maintain accurate forecasting (churn, renewals, upsell potential)

• Ensure strong CRM discipline (Planhat & Salesforce accuracy and completeness)

Customer Value & Expertise (40%)

Drive measurable value and position UpSlide as a strategic partner.

• Lead high-impact Business Reviews focused on ROI and value realization

• Lead complex or sensitive conversations with confidence and clarity

• Secure executive sponsors and build multi-threaded relationships

• Develop and maintain a strong product expertise and deep understanding of client industries and use cases

• Craft value-driven narratives tailored to stakeholder priorities

Cross-functional Collaboration (10%)

Align with internal teams to maximize customer outcomes and business impact.

• Partner with Sales on account expansion strategy and mapping

• Collaborate with Professional Services when deeper deployment or training support is needed

• Work closely with Product and Support to relay structured feedback and improve customer experience

• Coordinate with international CSMs on shared accounts

• Contribute to Customer Success best practices and performance improvement initiatives

To work on these tasks you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Planhat, Gong, PowerBI, Notion. You also need to be fluent in english and be able to work in an international environment.

Your goals ⚡

3 months

• Be familiar with UpSlide and our client industries

• Be signed off to give training sessions and business reviews

4-6 months

• Be autonomously managing your book of clients and handling day-to-day interactions

• Deepening your technical knowledge of UpSlide

• Adding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)

9 months

• Be on track to hit annual KPIs (NRR and churn rate)

You are a great fit if you have:

• At least 3 years of experience in Customer Success, Account Management, or a related client-facing role in a B2B environment

• Experience managing mid-market or large and multi-entity accounts with revenue responsibility

• A strong client-centric and value-oriented mindset

• A strong sense of ownership and accountability for account performance and outcomes

• Experience handling renewals, identifying expansion opportunities, and managing churn risks

• Confidence leading business conversations, including complex or challenging discussions

• Excellent written and verbal communication skills in French (65% of the job is in French)

• Excellent written and verbal communication skills in English (minimum C1)

• Strong analytical skills and comfort working with data, dashboards, and CSP tools (Planhat and/or Salesforce experience is a plus)

• Ability to build structured account plans tailored to client pain points and proactively execute them

• Ability to work independently while collaborating cross-functionally

We’d love it if:

• You have previous client-side experience in financial services

• You can switch contexts quickly and easily and are skilled in managing multiple priorities at the same time

• You are proficient in Microsoft Office

• You are familiar with financial and professional services

• You are fluent in another language

✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.

Recruitment process

• First interview to check your motivations with a Talent Acquisition representative - Video [20’]

• Experience interview with Juliette (Team Lead CSM) your futur Manager - Video [35’]

• Case study + Client & Culture fit - In-person [90’]

  • Case study [75’] with Juliette & Matthieu (Head of Success)

  • Client & Culture fit [15’], basically a coffee with Laurie (Head of Sales) & some CSMs

• Final business fit interview with Alexandra (COO) or Julien (CEO) - Video [25’]

🚀 We'll conduct a reference check to learn how to help you thrive!

⚡ On average, our process lasts 3 weeks.

What we offer

Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!

🌍 International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries

💻 Hybrid work: 2 days/week hybrid work policy

🧑‍💻 Work-from-home budget: €500 WFH equipment budget

🌱 Training & professional development: High-quality programs and continuous training, supplemented by an annual stipend for external learning resources

💆‍♀️ Wellness package: 50€ per month for physical and mental wellness activities

👶 Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven

🏠 Beautiful office: Office near l'Opéra (1er arrondissement) – a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea/coffee, etc.

✈️ Holidays: 25 vacation days and 8 RTT (with one taken for Solidarity Day)

🎉 Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)

✅ General: Tickets restaurants (Swile), healthcare (mutuelle - Alan), transportations (50% reimbursed)

More about UpSlide

• On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture

• You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person

• UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees
  More info here: upslide.net/en/from-a-to-b-corp-our-mission-for-positive-impact/

• UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work”
  More info here: upslide.net/en/happiness-at-work-recipe/

As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide ✨