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Customer Success Manager – B2B SaaS | Mid-Market & Enterprise

ScaleflexCustomer Support
Hiring from
France
Work type
Hybrid
Posted
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Job Description

  • Location: Europe – Hybrid (where employment is supported)
  • Start date: ASAP

About Scaleflex

Scaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Our solutions help brands centralize and manage digital assets, automate image and media optimization, and deliver high-quality visual content across websites, e-commerce platforms, and digital channels.

Our offering brings together Digital Asset Management (DAM), Media Optimization (DMO / Cloudimage), and practical Visual AI, with a flexible architecture designed for complex, multi-brand environments.

With a team of 50 people across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, ownership, open communication, and collaboration. Your expertise and initiative can make a visible impact.

Your Mission & Key Responsibilities

  • Own Enterprise and Mid-Market Customer Success across a portfolio of international B2B SaaS customers.

  • As a trusted advisor, manage the customer lifecycle from onboarding and adoption through renewal, delivering measurable value and protecting recurring revenue.

  • This hands-on role combines executive stakeholder management, structured project management, technical curiosity, and commercial accountability.

Onboarding & Adoption

  • Lead customer onboarding and implementation projects with technical teams, aligning scope, owners, milestones, and timelines.

  • Build outcome-focused success plans and accelerate time-to-value through enablement, training, and best practices.

Account Management & Customer Health

  • Build executive relationships and manage business and technical stakeholders across globally distributed customer teams.

  • Monitor customer health, product usage, engagement, and satisfaction; anticipate churn risks and execute recovery plans.

  • Run regular check-ins and business reviews, demonstrating value and advocating for customer needs internally.

Retention, Renewals & Expansion

  • Own SaaS renewal management and customer retention, protecting recurring revenue and reducing churn across your portfolio.

  • Lead renewal discussions within agreed commercial guidelines; identify account expansion opportunities and partner with Sales.

  • Build customer advocacy and report on renewal forecasts, adoption, customer satisfaction, and retention metrics.

Process & Collaboration

  • Maintain accurate account records, success plans, activities, and forecasts in HubSpot.

  • Coordinate cross-functional projects and escalations with clear accountability and timely customer communication.

  • Help develop scalable Customer Success playbooks, processes, and customer engagement initiatives.


Requirements

Must-Have

  • 5+ years in B2B SaaS Customer Success or strategic Account Management, with direct ownership of mid-market or enterprise accounts.

  • Demonstrated success in customer onboarding, product adoption, SaaS renewals, churn prevention, and measurable customer outcomes.

  • Customer-centric mindset, executive stakeholder management skills, and confidence in commercial renewal conversations.

  • Solid project management skills: organize priorities, coordinate stakeholders, and deliver cross-functional initiatives.

  • Ability to explain technical SaaS products to both business and technical audiences.

  • Proactive, autonomous, data-driven approach to customer lifecycle management; strong communication and problem-solving skills.

  • Experience with CRM or CS tools such as HubSpot, Salesforce, Gainsight, ChurnZero, or equivalent.

Languages

  • Professional fluency in English and French, written and spoken.

  • German is a plus.

Nice-to-Have

  • Experience in MarTech, e-commerce, content, or cloud solutions (DAM, PIM, CMS, DXP, media optimization).

  • Familiarity with API-first or developer-oriented products.

  • Experience supporting internationally distributed customers and multi-brand organizations.


Benefits

  • Meaningful ownership of a strategic customer portfolio, with autonomy and direct impact on customer outcomes.

  • A positive, collaborative, multicultural team with close cross-functional and leadership interaction.

  • Opportunity to help shape scalable Customer Success practices in a growing international SaaS company.

  • Professional development and exposure to complex global customer environments.

  • Base salary plus performance-based variable compensation (details to be confirmed).

  • Hybrid working arrangements, subject to location and company policies.

Hiring Process

  1. HR screening: experience, motivation, languages, and practical fit.

  2. Chief Experience Officer interview: customer strategy, project execution, and commercial ownership.

  3. Practical case study and team-fit discussion with Chief Experience Officer and Chief Sales Officer.



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