Hybrid Customer Success Manager

at Scaleway

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Paris, France

About the role

• Manager leading Customer Success team to drive customer value and align cloud solutions in France. Overseeing strategic accounts and collaborating with Sales, Product, and Support teams.

Responsibilities

• Manage and mentor a team of Customer Success Managers across multiple verticals
• Oversee strategic accounts and act as an executive sponsor when required
• Develop and maintain Customer Success Plans to drive value realization, product adoption, and expansion
• Coordinate internal stakeholders (Sales, Solutions Architecture, Support, Product, Operations) to align on customer outcomes
• Design and execute upsell, cross-sell, and renewal strategies
• Represent the voice of the customer internally to influence product roadmap and service improvements
• Manage high-level escalations, ensuring timely resolution and preserving customer trust
• Monitor customer satisfaction and health scores to anticipate risks and identify growth opportunities
• Operationalize scalable engagement programs (webinars, training, user forums)
• Report on team performance and customer portfolio metrics to executive leadership

Requirements

• Minimum 5 years of managerial experience with a demonstrated ability to build and scale teams in a hyper-growth environment and implement Customer Success best practices
• Strong knowledge of the Cloud/Tech industry (IaaS, PaaS, SaaS)
• Proven track record of driving revenue through expansion and retention strategies
• Excellent negotiation skills and experience communicating with executive stakeholders
• Experience managing complex accounts and multi-stakeholder environments
• Fluent in English and French
• Data-driven, with experience in customer reporting and analytics

Benefits

• Hybrid work: Up to 3 days of remote work per week
• Offices: Spacious, dynamic workspaces with bold design, conveniently located near public transport. Most offices include outdoor spaces (terraces) and bike parking
• Dining: Healthy meals prepared by a chef at headquarters and breakfast available year-round across all sites. Employees at regional sites receive a Swile card for lunches
• Well‑being support: Access to gym facilities, childcare places, or discounted caregiving services—Scaleway supports employees in maintaining a healthy work-life balance
• International environment: Dozens of nationalities; English is as widely spoken as French
• Career & Mobility: Strong internal mobility and opportunities to move to other entities within the Iliad Group