Customer Success Manager

StrangeBee; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

StrangeBee is seeking a Customer Success Manager to own a portfolio of strategic accounts, ensuring onboarding, adoption, and value delivery across SOCs, CERTs, and CSIRTs. You will collaborate with Sales, Support, Product, and Engineering to strengthen customer success processes and outcomes.

This role requires strong communication, relationship-building, and a proactive, autonomous mindset, with familiarity in cybersecurity concepts and incident-response workflows.

Qualifications

• 3–5+ years in customer-facing roles such as Customer Success Manager, Account Manager, or Client Relationship Manager in SaaS or B2B software.
• Strong communication, relationship-building, and pedagogical skills.
• Comfortable operating in complex organizational environments with technical and executive stakeholders.
• Structured, autonomous, solution-oriented, and customer-focused mindset.
• Rigorous and disciplined in following established methodologies and processes.

Responsabilités

• Own a portfolio of strategic or complex customers and oversee onboarding.
• Lead onboarding with cross-functional teams and ensure long-term adoption and value delivery.
• Act as trusted advisor, monitor product adoption, run business reviews, and manage escalations.

Connaissances

Strong communication

Relationship-building

Pedagogical skills

Structured mindset

SaaS/B2B experience

Stakeholder management

Description du poste

Job Description

As a Customer Success Manager, you will play a pivotal role in scaling and structuring our Customer Success organization. Positioned at the intersection of customer partnership and cybersecurity fluency, you will personally own a portfolio of strategic and complex accounts, acting as a trusted advisor to our customers — SOCs, CERTs, and CSIRTs — ensuring successful onboarding, strong product adoption, and long-term value creation.

Internally, you will help elevate our customer success standards, refine processes, and strengthen collaboration across Sales, Support, Product, and Engineering.

This is a highly visible and strategic role with direct impact on customer retention, expansion, and overall satisfaction. Beyond customer relationship skills, we're looking for someone who takes ownership without waiting to be handed the answer, and that both customers and internal teams can rely on without having to check twice.

Location:

This role can be based in France or Barcelona, provided you are fluent in both French and English (written and spoken): these are the two working languages of the role regardless of location.

What Matters To Us

• You take initiative. You don't wait for a perfect brief or someone else's delivery to move forward, you identify what's missing and go get it.
• You default to trust. You do what you say you'll do. Your manager, your colleagues, and your customers never have to double-check your commitments.
• You put the customer's real interest first, even when it means a harder conversation or challenging their approach.
• You go the extra mile. Not as a slogan, because you notice what's missing and don't leave it for someone else.

Responsibilities

Customer onboarding & account ownership

• Personally manage a portfolio of strategic or complex customers.
• Lead and oversee the functional onboarding of new customers, coordinating with technical teams for deployment specifics.
• Understand at a functional level how customers use their security environment (SOC, SIEM, EDR, CTI, third-party tools) to identify how TheHive fits into their workflows.
• Guide customers on best practices for adoption and usage of TheHive (on-prem, SaaS, or IaaS), escalating technical configuration topics to TAM/technical teams as needed.
• Ensure long‑term adoption, measurable value delivery, and customer satisfaction.

Customer success & partnership management

• Act as a trusted advisor and main point of contact for assigned accounts.
• Monitor product adoption, usage of key features, and customer maturity.
• Organize and lead business reviews, QBRs, and usage follow‑ups.
• Anticipate risks, manage escalations, and drive resolution in collaboration with internal teams, proactively, without waiting to be prompted.
• Identify expansion opportunities in coordination with Sales.
• Ensure a consistent, high-quality customer experience across all accounts, applying our methodologies and best practices rigorously.

Cybersecurity fluency & internal coordination

• Maintain a solid enough understanding of cybersecurity and incident response fundamentals (SOC / CSIRT / CERT operations, incident triage and investigation workflows) to speak credibly with customer stakeholders and understand their priorities.
• Collaborate closely with Support, Product, Sales, and Engineering teams, relying on TAM/technical colleagues for deep technical or architecture questions.
• Relay structured customer feedback (bugs, use cases, feature requests) to internal stakeholders.
• Contribute to improving onboarding frameworks, documentation, and customer success methodologies.

Requirements

Experience & Soft Skills

• 3-5+ years of experience in customer-facing roles such as Customer Success Manager, Account Manager, or Client Relationship Manager, ideally in SaaS or B2B software.
• Strong communication, relationship-building, and pedagogical skills.
• Comfortable operating in complex organizational environments with technical and executive stakeholders.
• Structured, autonomous, solution-oriented, and customer-focused mindset, someone who builds structure where it doesn't yet exist rather than waiting for it.
• Rigorous and disciplined in following established methodologies and processes.

Cybersecurity awareness

• Genuine interest in and foundational understanding of cybersecurity concepts, especially:
• SOC / CSIRT / CERT operations at a functional level.
• Basic incident management and alerting/triage concepts, enough to understand customer pain points, not to configure systems.
• Comfortable learning the vocabulary and priorities of security teams; no need for hands‑on technical expertise.
• Ability to confidently engage with security managers / CISOs and translate their needs internally.
• Prior exposure to SIEM, EDR, CTI, or SOAR ecosystems (even as a user, partner, or in a non-technical capacity) is a plus but not required.

Languages

• French and English: Fluent or native (written and spoken), required regardless of base location. You will interact daily with international customers and internal teams.

Location

• Paris or Barcelona

You might feel hesitant to apply if you don’t match 100% of the requirements. This list is a guide, we encourage you to apply even if you are a partial match. We are building teams that innovate, not teams that simply tick every box

Hiring process

• Discovery call with the hiring team (30 minutes) A first conversation to understand your background, motivations, and answer your initial questions.
• Interview with the hiring manager (1 hour) Deep dive into your experience, skills, and the role expectations.
• Interview with a future colleague (1 hour) An opportunity to meet a team member, discuss day-to-day collaboration, and get a practical perspective.
• Interview with the Head of HR (30 minutes) Discussion around vision, culture fit, and long-term alignment.

Please note we may conduct a reference check before finalizing the offer.

About Us

StrangeBee is a European cybersecurity software company specializing in Incident Response.

Founded in 2018 by the creators of TheHive and Cortex, StrangeBee was built on the success of these tools that quickly became widely adopted within the cybersecurity community. What started as open-source initiatives evolved into enterprise-grade solutions trusted by organizations worldwide.

Today, TheHive is recognized as a leading incident response platform, empowering thousands of security analysts to detect, investigate, and respond to cyber threats efficiently.

StrangeBee now operates as a fully commercial software vendor, focused on delivering robust, scalable, and continuously evolving solutions tailored to the needs of modern security teams.

Our ambition is clear: strengthen our product ecosystem, meet the fast-growing demands of the cybersecurity market, and establish StrangeBee as a global leader in incident response platforms.

We are growing fast and we’re looking for people who want to grow with us.

Why join us

At StrangeBee, you won’t just join a company, you’ll help shape a growing European cybersecurity leader.

What makes us different is not only what we build, but how we build it.

Customer Centric

Everything we do starts with impact. We build for real security teams facing real threats. We listen carefully, challenge assumptions, and aim to deeply understand the “why” behind every need. If you care about delivering meaningful value, not just shipping features, you’ll feel at home here.

Quest for Excellence

“Good enough” is not our standard. We continuously question how we work, how we collaborate, and how we improve our product. Excellence for us means rigor, accountability, and pride in craftsmanship, whether in code, sales conversations, customer support, or internal processes.

Embrace Change

Cybersecurity evolves constantly, so do we. We encourage initiative, ideas, and constructive challenge. If you see something that could be better, you’re expected to speak up and help drive improvement. Change is not something we endure; it’s something we actively shape.

One Team

We believe performance comes from trust. We foster open communication, mutual respect, and psychological safety. Everyone’s voice matters, and collaboration goes beyond titles or departments. We succeed together.

Joining StrangeBee means working in an environment where ownership is real, standards are high, and impact is visible, while being part of a team that genuinely supports each other.