By JOINing our Customer Sucess team, you’ll be managed by Clara, our Team Lead CSM and work alongside Célia and Ariane, our Customer Success Managers.

Our team is responsible for managing the day-to-day customer relationship — a key function at the heart of JOIN. We act as a bridge between departments to ensure all efforts are aligned toward improving performance and processes in a truly customer-centric way.

As a Senior Customer Success Manager, you will play a key role in developing and managing relationships with our key accounts. You’ll be responsible for ensuring customer satisfaction within your portfolio, optimizing the use of our solution, and driving successful renewals.

💼 Your missions

1. Identifying and supporting key contacts

Host kickoff calls with decision-makers to fully understand their objectives and key success factors.
Organize regular strategic meetings with stakeholders to align on priorities.

2. Support and training

Plan onboarding sessions with project managers to ensure proper understanding and use of our tool.
Train customers on our new features to help them make the most of our solution.

3. Performance monitoring

Analyze customer KPIs and suggest actionable steps to improve results.
Set up regular follow-up meetings to keep customers engaged, gather feedback, and provide tailored recommendations.
Prepare and deliver business reviews to your clients.

4. Customer support

Provide high-quality support by responding quickly to questions and resolving technical issues with a strong sense of ownership.
Collect customer feedback and work closely with the product team to help improve our tool.

5. Building customer loyalty and engagement

Develop strong, trust-based relationships with customers by proactively understanding and addressing their needs.
Organize regular in-person meetings and client lunches to strengthen relationships.
Lead contract renewals by preparing business reviews that include KPI analysis, relevant recommendations, and presentations of new features.
Collaborate with the marketing team to organize customer events (e.g. loyalty programs or award systems).
Identify upselling opportunities for each account supported.

This list of responsibilities is not exhaustive — you’ll also take part in internal “build” projects depending on our business challenges, the team’s needs, and your own strengths and interests (e.g. improving HubSpot processes, enhancing upsell detection, etc.).

🎁 What we offer

Compensation between 46K€ - 50K€ + 8k variable, depending on your experience.
RTT days: every employee gets up two weeks of RTT
Delightful healthcare insurance with Alan (100% coverage)
Swile Card for your lunches (60% paid by JOIN)
ClassPass: subscription for free classes and activities every month
All the tools you need: Macbook Pro & noise-cancelling headphones.
Monthly activities supported by JOIN (climbing, bowling, virtual reality activities, ice skating, etc.).
Office: office space in the heart of Paris (”Bonne-Nouvelle” metro station).

💫 Our Culture & Values

At JOIN, our culture is the cornerstone of our success! We’re committed to providing a healthy, caring environment in which all our JOINers can flourish. To achieve this, we have 3 fundamental values that we embody on a daily basis and bring to life through a wide range of rituals:

1️⃣ We Care for individuals and embrace collective work

2️⃣ We dare, Persevere and learn

3️⃣ We build trust through Transparency

Want to know more about our core values? Discover our Culture Book now!

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