Customer Success Manager responsible for improving partner metrics and collaboration with onboarding and management teams. Working with SaaS platforms for customer engagement and marketing solutions.
About the role
- Customer Success Manager at fintech helping entrepreneurs regain control of finances. Collaborating with educators to enhance the adoption of financial management tools in schools.
Responsibilities
- Lead deployments: run kick-offs with educational institutions, define training roadmaps, and ensure that user access is properly configured.
- Implement training initiatives: webinars, hands-on onboarding sessions, and e-learning journeys.
- Proactive activation: identify dormant accounts and trigger action plans to engage the first students.
- Lead strategic meetings with program/course leaders to align the product with their pedagogical objectives.
- Segment the portfolio to adapt the approach (1-to-1 vs. 1-to-many).
- Implement and monitor satisfaction metrics: NPS, qualitative feedback, and Health Score.
- Identify “champions” to create success stories and involve them in academic events.
- Collect education-specific needs and coordinate content creation with the Customer Education team.
- Detect and qualify opportunities and hand them off to internal stakeholders.
Requirements
- English language skills (level will be assessed and valued according to the department you apply to).
- Enjoy working in a constantly changing environment.
- Make collaboration a priority within your team and with other stakeholders.
- Maintain sufficient perspective to prioritize high business-impact actions in daily work.
- Proven experience in Customer Success or Account Management, ideally in EdTech or with a complex SaaS product.
- Pedagogy & empathy: a strong affinity for the education sector.
- Project management & scaling: ability to balance a personalized approach with automated processes.
- Tools: proficiency in Salesforce is a strong plus.
- Soft skills: autonomy, excellent interpersonal skills, and the tenacity to follow up with busy teachers.
Benefits
- A top-tier health insurance plan (Alan Blue and Alan Mind).
- Meal vouchers (Swile card).
- Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation.
- Opportunity to improve your English via Busuu.
- A monthly allowance for all our Pennylaners to support remote work from home or in coworking spaces.
- Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris.
- A BSPCE allocation (stock option package).
- Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib.
- A Mac.
- Numerous team sports and company events such as Tech Days and an annual company retreat.
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