Customer Success Lead - French Market

Qonto; Paris; Hybrid; EUR 120,000 - 150,000; Full time

Job summary

Qonto is seeking a Customer Success Lead for the French market, based in Paris or Barcelona. You will coach a growing team of CSMs, stay close to customer conversations, and shape how the team grows across both cities to deliver sustained value.

You will drive activation, retention, and expansion, guiding the team with clear priorities. You’ll lead portfolio reviews, customer trainings, and renewal readiness, ensuring strong customer outcomes and scalable practices across markets.

Qualifications

• 2–4 years’ experience leading and developing Customer Success professionals, including teams of at least 5 CSMs.
• Strong coaching skills with customer conversations and feedback.
• Experience managing a portfolio representing around €20 million in annual revenue, with ~100 customers per CSM.

Responsibilities

• Grow a confident, capable team by coaching CSMs through onboarding, feedback, and 1:1s.
• Own team performance across activation, retention and expansion to drive product adoption and value.
• Build proactive CS practice with regular portfolio reviews, trainings, and renewal prep.
• Collaborate with Product, Risk, Ops and other teams to turn customer insights into improvements.

Skills

Customer Success leadership

Coaching & development

Cross-functional collaboration

Tools

Salesforce

Job description

Join us as a Customer Success Lead for the French market and help a team turn strong customer relationships into lasting value. Based in Paris or Barcelona, you’ll coach Customer Success Managers (CSMs), help customers get more from the company, and shape how the team grows across both cities.

This is a hands‑on leadership role: you’ll stay close to customer conversations while helping your team succeed.

What you’ll do

• Grow a confident, capable team: Set clear expectations and spend the majority of your time coaching and developing CSMs through onboarding, regular feedback, 1:1s and hands‑on support. Join approximately 2–5 customer interactions a week to observe, co‑lead or coach, helping team members build their skills and autonomy.

• Own team performance and customer outcomes: Own the French Customer Success team’s performance across activation, retention and expansion. Translate goals and customer insights into clear priorities and actions that drive product adoption, customer value and sustainable growth.

• Build a proactive Customer Success practice and a strong operating rhythm: Coach CSMs to understand customers’ business priorities and financial workflows, anticipate needs and risks, and turn insights into proactive engagement plans. Guide portfolio reviews, customer training, business reviews and renewal preparation, with reliable Salesforce follow‑up. The proposed cadence is 5–10 customer business meetings and training sessions per CSM per week, with engagement plans 2–3 weeks ahead; this is not a separate production target for you.

• Coach through complexity and make good practices scale: Help CSMs engage senior decision‑makers and design and negotiate complex offers. Support escalations requiring cross‑team decisions while preserving CSM ownership. Partner with Product, Risk, AML‑Fraud, KYCB, Operations, Care, Sales and regional teams to turn customer insights into improvements, including lifecycle programmes and approved AI or automation initiatives, with careful review and customer‑data protection.

What we’re looking for

• Customer Success leadership: You have 2–4 years’ experience leading and developing Customer Success professionals, including teams of at least 5 CSMs, and can share how you helped a team improve its capability and outcomes.

• Practical coaching: You enjoy helping people grow through customer conversations, clear expectations and constructive feedback, while giving them space to take ownership.

• Customer and commercial judgement: You have experience managing a portfolio representing around €20 million in annual revenue, with CSMs each managing approximately 100 customers. You understand adoption and retention, and can connect customer needs with sustainable growth.

• Prioritisation and analysis: You use customer and business data to make trade-offs, focus the team’s effort and follow through.

• Collaboration: You communicate clearly, bring stakeholders together and work constructively through dependencies and escalations. Experience in B2B SaaS, fintech or business banking, and transferable CRM experience, can be valuable.

You don’t need to tick every box to apply. We welcome candidates from different backgrounds and look forward to learning what you can bring.

What we can offer you

A model you can shape: Help strengthen Customer Success for the French market as the team grows across Paris and Barcelona.

• Impact through people: Develop CSMs while staying close to customers and the conversations that matter to them.

• A clear connection to outcomes: Help customers get lasting value from the company and see how your team’s work supports retention and portfolio growth.

• Room to improve: Bring your ideas to coaching, customer programmes and responsible use of approved AI tools.

Your future manager

You’ll work closely with Nelcy Canon, our Head of Customer Success & Development and the hiring manager for this role. Nelcy leads Customer Success across Europe, covering all the company markets, bringing a view of how teams help customers adopt the company and build lasting relationships across markets. Nelcy is looking for a hands‑on, data‑driven and autonomous leader who combines Customer Success expertise with a genuine commitment to coaching others. The exact reporting line remains to be confirmed.

Our hiring process

The planned process includes an initial conversation with Talent Acquisition, a manager interview and a skills assessment. Further stages, interviewers and timings will be confirmed.