Customer Success Manager

About lemlist lemlist is the AI-powered sales engagement platform helping sales teams build pipeline smarter, not harder. Bootstrapped from day one, we’ve grown from 0 to $50M+ ARR in 8 years without raising a single dollar. Today, 40,000+ sales teams use lemlist to book more meetings and close more deals. We’re building the next generation of outbound: AI-first, multi-channel, highly personalized, and deeply integrated into the way modern sales teams work. And we’re just getting started. Your Mission As a Customer Success Manager, you will own a portfolio of 100 high-value clients and contribute to $1M in Annual Recurring Revenue (ARR). Your goal is to drive customer success, maximize product adoption, and ensure long-term retention, ultimately achieving a 110% Net Revenue Retention (NRR) target through proactive engagement, upsells, and renewals for the North American Market. What You’ll Do 🚀 Customer Onboarding & Adoption Led new clients through a structured and seamless onboarding experience. Provide tailored training and best practices to help customers maximize the value of lemlist. Proactively ensure customers integrate lemlist into their workflows for long-term success. 🤝 Account Management & Growth Build and nurture strong relationships with key accounts to foster engagement and loyalty. Monitor customer health metrics, identify risks early, and implement retention strategies. Act as a strategic partner, helping clients optimize their use of lemlist to drive business results. 💡 Customer Success & Support Be the trusted advisor for your portfolio, ensuring customers achieve their goals. Collaborate closely with internal teams (Sales, Product, Support) to deliver an exceptional experience. Gather customer feedback and provide insights to improve product development. 📈 Retention & Expansion Identify and execute upsell and cross-sell opportunities to increase account value. Develop and implement targeted expansion strategies to achieve 110% NRR. Drive renewals by ensuring customers see continued value in lemlist. What We’re Looking For ✅ Fluency in English (Spanish will be a +) You’ll be working with international clients. ✅ Customer-first mindset You’re passionate about delivering outstanding customer experiences. ✅ Sales-driven approach You understand how to drive revenue through upsells and retention. ✅ Strong communication skills You excel at building relationships and simplifying complex ideas. ✅ Proactive problem solver You take ownership, anticipate challenges, and find creative solutions. ✅ Experience in SaaS or Customer Success is a plus! What You’ll Gain 🌍 Ownership of a high-value client portfolio in a fast-growing company. 🚀 Hands-on experience in customer success, retention, and revenue growth. 💡 The chance to make a real impact by driving product adoption and customer satisfaction. ✨ A dynamic, international environment where innovation and collaboration thrive. 💡 Recruitment process Interview with Victoire (our TAM) Meet with Tal (Team Lead KAM) Business case + debrief (Yann Vp of Sales + Tal) Meet with Charles (CEO) Reference check Offer