Customer Success Manager

Harfanglab; Paris; À distance; EUR 49 000 - 62 000; Plein temps

Avantages offerts par ce poste

Remote work

Paris office

Alan health insurance

Swile meal vouchers

Egym membership

25 days paid leave

Résumé du poste

HarfangLab, jeune pépite française de cybersécurité, recherche un Customer Success Manager pour accompagner un portefeuille de clients et partenaires et optimiser l’adoption et la rétention de notre plateforme.

Vous gérerez des réunions régulières, suivis et revues d’affaires, coordonnerez les équipes Produit, Support et Engineering, et serez l’interlocuteur privilégié du client afin d’en comprendre les objectifs et de proposer des améliorations continues.

Qualifications

• Expérience en Customer Success, Account Management ou rôle client similaire.
• Aptitude à gérer des clients B2B dans un environnement logiciel/SaaS/Cybersecurité.

Responsabilités

• Gérer un portefeuille de clients et bâtir des relations de confiance à long terme.
• Accompagner le client tout au long de son cycle de vie, de l’onboarding au renouvellement.
• Conduire des suivis réguliers, des gouvernances et des revues business.
• Comprendre les objectifs du client et les critères de réussite.
• Surveiller l’engagement, l’adoption et la satisfaction client.
• Prévenir les risques et coordonner les équipes internes pour les résoudre.
• Gérer les escalades et assurer la résolution des problèmes.
• Être la voix du client et partager les retours avec les équipes Prod, Support et Eng.
• Coordonner les efforts transverses et améliorer continuellement les process CS.
• Utiliser l’IA et des outils modernes pour améliorer l’efficacité et les insights clients.

Connaissances

3 ans d'expérience

Gestion B2B

Communication client

Description du poste

Who we are?

HarfangLab is a French cybersecurity scale-up developing a unified platform powered by a single lightweight agent and AI built for cybersecurity. Continuously enhanced through R&D, our portfolio includes EDR (Endpoint Detection and Response), EPP (Endpoint Protection Platform), ASM (Attack Surface Management), ITDR (Identity Threat Detection and Response), and Email Security, with the latter two joining the platform in 2026. Together, these solutions detect and neutralize threats across endpoints, servers, identities, and email environments. Our engines, models, and algorithms identify abnormal behaviour, generate security alerts, and block malicious activity.

Founded in 2018, HarfangLab has earned strong industry recognition: its EDR was the first to be certified by ANSSI in 2020, the first to obtain ANSSI qualification in 2025, and the first EDR to receive BSI certification in Germany. We also joined the French Tech 2030 programme, alongside 80 innovative French companies, as cyber resilience becomes a strategic priority for Europe.

Backed by €30 million in funding, we have grown from 40 employees in 2023 to 140 today and expanded internationally across Europe.

HarfangLab now protects the endpoints of more than 1,000 clients across all sectors, including CAC 40 industrial companies, government entities, SMEs, hospitals, and local authorities. Driven by a strong collective spirit and international ambitions, we remain committed to our original mission: protecting organizations against increasingly complex cyber threats while enabling them to retain full control over their data.

Why are we hiring?

As HarfangLab continues to grow across Europe and expand its customer base, we are looking for a Customer Success Manager to strengthen our Customer Success team.

Our mission is not only to provide cutting-edge cybersecurity solutions, but also to ensure that our customers successfully adopt, use, and maximize the value of our platform over the long term.

About you

As a Customer Success Manager, you will be responsible for a portfolio of customers and partners, ensuring they achieve their objectives with HarfangLab's solutions while maximizing adoption, satisfaction, and long-term retention.

You will work with two main types of customers:

• Direct Customers: private and public sector organizations using HarfangLab's cybersecurity platform.
• Partners: organizations delivering cybersecurity services based on HarfangLab's solutions.

Your responsibilities will include:

• Managing a portfolio of customers and building long-term trusted relationships.
• Supporting customers throughout their lifecycle, from onboarding to long-term adoption and renewal.
• Leading regular customer follow-ups, governance meetings, and business reviews.
• Understanding customer objectives, challenges, and success criteria.
• Monitoring customer engagement, adoption, and satisfaction indicators.
• Identifying risks proactively and coordinating internal stakeholders to address them.
• Managing escalations and ensuring issues are resolved effectively.
• Acting as the voice of the customer internally and sharing feedback with Product, Support, and Engineering teams.
• Coordinating cross-functional efforts to ensure customer success.
• Contributing to the continuous improvement of Customer Success processes, tools, and best practices.
• Leveraging AI and modern tools to improve efficiency, customer insights, and customer engagement.

Hard Skills

• At least 3 years of experience in Customer Success, Account Management, Consulting, Project Management, or a similar customer-facing role.
• Experience managing B2B customers in a software, SaaS, cybersecurity, or technology environment.
• Ability to manage customer relationships autonomously and coordinate multiple stakeholders.
• Experience leading customer meetings and managing escalations.
• Fluent French and professional English.

Soft Skills

• Customer-centric and service-oriented mindset.
• Excellent communication and relationship-building skills.
• Proactive, autonomous, and organized.
• Collaborative and team-oriented.
• Curious, solution-oriented, and eager to learn.
• Resilient and comfortable working in a fast-growing environment.

About us

Our Office and Team Culture

• Offices located in the heart of Paris, near Bourse (75002),
• High-performance equipment tailored to your needs and preferences (Mac/PC, additional screens),
• Thanks to our Office Manager, events regularly take place such as seminars, themed evenings, and more,
• An onboarding process to welcome each new colleague with an explanation of the roles within the different teams of the company and a mentor to guide you during your early days.

Compensation Package

• Fixed salary: €49,000 to €62,000 gross per year, depending on experience,
• Annual performance bonus: 10% of base salary,
• Total On-Target Earnings (OTE): €53,900 to €68,200,
• Profit-sharing scheme (intéressement).

Additional Benefits

• Flexible remote work from France,
• Offices located in the heart of Paris, near Bourse,
• Alan health insurance,
• Swile meal vouchers,
• Egym membership partially funded by HarfangLab,
• 25 days of paid leave plus RTT,
• Dedicated onboarding program and buddy system,
• Access to training courses and industry events.

The recruitment process

1. A 30-minutes call with our Talent Acquisition Manager,
2. A 30-minutes visio interview with the Hiring Manager,
3. A 1 hour on-site interview + 30 minutes with the team for a team fit assessment,
4. A workplace personality questionnaireto assess your motivations and soft skills,
5. A final HR video appointment to review your soft skills and motivations.