Customer Success Architect: SMB Growth & Process Design

Moka.Care; Paris; Hybride; EUR 50 000 - 75 000; Plein temps

Avantages offerts par ce poste

Selfcare program

BSPCE for everyone

Meal vouchers (Swile)

Résumé du poste

Moka.care is a mental health solution for companies, helping employees through therapy or coaching while supporting HR teams in caring for their workforce.

The Customer Success Manager – SMB Portfolio & Process Design role focuses on structuring and scaling portfolio management, building a clear operating model, and launching reactive inbound plus proactive outbound motion to support 100+ accounts and beyond.

Qualifications

• You enjoy building structure in ambiguous contexts and turning messy operations into clear, repeatable processes.
• You’re comfortable combining client-facing work with data-driven portfolio steering.
• You have a strong operational mindset and can design workflows, playbooks, and scalable routines.
• You are proactive, organized, and able to handle volume while keeping quality high.

Responsabilités

• Design and run the operating model for SMB portfolio management: define workflows, rules of engagement, handoffs, and the “what happens when” for each customer situation.
• Put in place an inbound + outbound system: inbound for reactive support (SLA, triage, escalation, knowledge base) and an outbound cadence based on signals with prioritized outreach.
• Manage the portfolio day-to-day: build strong relationships with stakeholders, drive adoption and engagement, ensure customers get value.
• Drive retention, renewals and growth: anticipate risks, manage renewals, and identify upsell opportunities including new product commercialization.
• Make it scalable: automate where possible, leverage AI, document playbooks, and improve processes for 100+ accounts and beyond.
• Monitor performance with data: define dashboards and KPIs (health, engagement, renewal, growth, response times) and steer priorities.

Description du poste

Moka.care is a mental health solution for companies, helping employees through therapy or coaching while supporting HR teams in caring for their workforce.

The Customer Success Manager – SMB Portfolio & Process Design role focuses on structuring and scaling portfolio management, building a clear operating model, and launching reactive inbound plus proactive outbound motion to support 100+ accounts and beyond.