Customer Success Manager

Department: CS Reporting to: VP CS EMEA & APAC TYPE : FULL TIME – HYBRID ( Regular travel to customer sites) Location: FR Experience: 3 to 6 years About Scality : Scality solves organisations’ biggest data storage challenges: growth, security, performance, and cost. Designed for end-to-end cyber resilience, only Scality S3 object storage with CORE5 safeguards data at every level of the system, from API to architecture. Its patented MultiScale Architecture enables limitless, independent scalability in all critical dimensions to meet the unpredictable demands of modern workloads. The world’s most discerning companies depend on Scality to accelerate high-performance AI initiatives, optimize cloud deployments, and defend their data with confidence. Recognized as a leader by Gartner, Scality software is reliable, secure, and sustainable. Follow us on LinkedIn. Visit www.scality.com and our blog. About the role : This is not a support role: it is a strategic, revenue-driving position where your ability to build trust and drive outcomes will directly shape Scality’s growth in key markets. As a Customer Success Manager (CSM), you will be the trusted advisor ensuring our customers not only achieve their desired outcomes but also unlock the full potential of our products. This role is all about building lasting relationships, driving product adoption, and maximizing customer satisfaction and retention — while seizing opportunities to grow revenue by identifying and nurturing upsell, cross-sell, and renewal opportunities. Your impact will directly shape both customer success and business growth. Key Responsibilities: Own the Full Customer Lifecycle: Lead seamless onboarding, drive product adoption, and secure renewals. Serve as the primary point of contact for your assigned customer portfolio. Build deep, trusted relationships by understanding customer goals, challenges, and success metrics. Monitor & Drive Customer Health: Proactively monitor customer health using data and insights to identify risks and opportunities. Develop and execute tailored success plans that maximize the value customers gain from our solutions. Track and report on critical metrics such as NPS, retention rates, and upsell/cross-sell performance. Drive Revenue Growth: Identify and nurture upsell, cross-sell, and renewal opportunities. Provide structured expansion signals to Sales and actively support renewal preparation and forecasting. Drive incremental Annual Recurring Revenue (ARR) growth across your account portfolio. Collaborate Cross-Functionally: Work closely with Sales, Support, and Product teams to deliver a cohesive customer experience. Act as the voice of the customer internally to advocate for product and service improvements. Share knowledge through documentation, coaching, and cross-team support (e.g., CSEs, engineers, project managers, sales). Skills: Language skills: English is mandatory. An additional European language (German, Spanish, French…) is a strong plus. Technical Skills: A working understanding of data storage concepts and cloud environments is required. Deep technical expertise is not expected — intellectual curiosity and the ability to learn fast are what matter most. Storage Concepts: General familiarity with data storage types (object, block, file) and cloud environments (AWS, Azure, GCP). Knowledge of NAS, SAN, distributed file systems, object storage, RESTful APIs, and Amazon S3 is a plus. Hardware Knowledge: Basic understanding of x86 platforms, RAID architecture, and file systems. Cloud & Containers: Familiarity with cloud platforms and an awareness of container technologies (Docker, Kubernetes) is a plus. Production Environment: Awareness of web servers, backup systems, monitoring and package management in enterprise settings. Interpersonal Skills: Customer Obsession: Active listening, trusted advisor posture, and genuine focus on customer outcomes before proposing solutions. Communication & Influence: Ability to simplify technical complexity for business audiences, set clear expectations, and track action plans. Commercial Mindset: Recognize upsell/renewal signals, understand competitive landscapes, and collaborate effectively with Sales. Autonomy & Accountability: Self-starter who manages multiple accounts simultaneously with minimal supervision and high standards. Cross-functional Collaboration: Works effectively with Support, Product, Sales, and Engineering teams. Documentation: Create, update, and maintain high-quality business documentation including process maps, customer architecture, and configuration details. Problem-Solving: Analyze issues by identifying gaps between desired and actual outcomes, validate problems with customers, and select effective solutions. Qualifications: 3 to 6 years of experience in Customer Success, Account Management, or a client-facing role in a B2B tech environment. Demonstrated ability to manage and grow a portfolio of enterprise accounts. Experience with CRM tools (Salesforce, Gainsight, or equivalent). BS or MS degree in Computer Engineering, Business, Sales, or equivalent experience. Familiarity with SaaS or infrastructure software is a strong plus. Life@scality : We offer careers with an opportunity to bridge international borders, an intensely fun environment with smart people. We encourage promotion and elevation through training and development programs. We care for our employees through company supported programs such as sports and wellness programs, “social responsibility” programs and generous benefits packages. We support team building and get together events through all of our various locations in the world. Life at Scality is exhilarating. Our internal motto is : “work hard, play hard, eat well and amaze the customer!” Follow us on LinkedIn. Visit www.scality.com and our blog.