Customer Success Manager

IntraEdge; Paris; Sur place; EUR 60 000 - 85 000; Plein temps

Résumé du poste

IntraEdge in Paris is seeking a Pooled Customer Success Manager to join a shared team supporting 70-80 accounts. You will provide responsive support, execute scalable initiatives, and help design repeatable programs deployed across a broader customer base.

This model differs from a traditional dedicated CSM: you will not own full strategy for every account, but will help customers achieve value through structured, responsive, and repeatable processes, leveraging AI and Dust.

Qualifications

• Experience in Customer Success, Account Management, customer support, enablement, consulting, or a similar customer-facing role.
• Strong written and verbal communication skills in French and English.
• Ability to respond clearly and professionally to a wide range of customer requests.
• Strong organizational skills and attention to detail.
• Ability to manage competing requests and prioritize effectively.
• Comfort working with standardized processes, templates, and shared workflows.
• Ability to work independently in a distributed or hybrid team environment.
• A pragmatic and execution-oriented mindset.
• Confidence using CRM systems, collaboration tools, email, and knowledge platforms.
• Ability to quickly learn new products and understand customer use cases.

Responsabilités

• Provide reactive customer support.
• Execute and design scaled success initiatives.
• Collaborate with Account Managers and Customer Success teams.
• Leverage AI and identify automation opportunities to support daily work.
• Document, package, and share successful initiatives for reuse by other CSMs.
• Support deployment of initiatives across pooled accounts and strategic customers.

Connaissances

Customer Success

Account Management

Customer Support

Enablement

Consulting

French and English communication

CRM proficiency

Independent work

Organizational skills

Description du poste

Location: France, preferably within the CET time zone

About the role

As a Pooled Customer Success Manager, you will work as part of a shared team supporting approximately 70 to 80 accounts alongside two other Pooled CSMs. Rather than owning a fixed portfolio, you will provide responsive customer support, execute scaled initiatives, and help design repeatable programs that can be deployed across a broader customer base.

This role is designed to provide efficient and valuable support to customers while enabling dedicated CSMs to focus on more strategic and complex accounts. It combines customer-facing work, operational execution, documentation, AI-enabled productivity, and scalable Customer Success initiatives.

The model is intentionally different from a traditional dedicated CSM role. You will not be expected to own the full strategy of each account or act as a permanent point of contact.

Instead, you will help customers achieve value through structured, responsive, and repeatable

Key responsibilities

1. Provide reactive customer support

• Respond to customer questions and requests through a shared team email address.
• Provide clear, timely, and helpful guidance to Mid Touch and smaller customers.
• Assess incoming requests and determine the appropriate next step.
• Organize customer meetings when a live discussion is required.
• Escalate commercial, strategic, or complex topics to the relevant Account Manager or internal expert.

2. Execute and design scaled success initiatives

• Execute existing scaled Customer Success initiatives using established playbooks, templates, and processes, and deliver them consistently across multiple customers.
• Identify opportunities to improve existing initiatives based on customer feedback, adoption signals, and internal experience.
• Design and test new repeatable initiatives that address common customer needs and can create value through a one-to-many approach.
• Document, package, and share successful initiatives so that they can be adopted and delivered by other CSMs and teams.
• Support the deployment of these initiatives across both pooled accounts and more strategic customers supported by dedicated CSMs, adapting the delivery where needed without taking over strategic account ownership.

Examples of scaled initiatives may include:

• Reusable customer education and enablement materials.
• Product adoption, awareness, or activation campaigns.
• Group workshops, webinars, and training sessions.
• Standardized onboarding, implementation, or customer health programs.
• Repeatable playbooks, templates, and resources for common customer needs.

3. Collaborate with Account Managers and Customer Success teams

• Work closely with Account Managers, who remain responsible for the commercial relationship and overall account steering.
• Provide Account Managers with relevant context and insights from customer interactions.
• Support Account Managers in preparing customer conversations and Business Reviews when appropriate.
• Collaborate with dedicated CSMs to deploy scaled initiatives to strategic customers.
• Ensure that important customer information is documented, accessible, and easy to

6. Leverage AI and identify automation opportunities

• Use AI tools as part of day-to-day customer work, particularly Contentsquare’s internal tools, with Dust as the primary platform.
• Leverage Dust to retrieve account context, synthesize information, prepare customer responses, and support customer-facing communication.
• Use AI to improve the speed, quality, and consistency of reactive support, customer follow-up, and scaled initiatives.
• Identify recurring tasks, customer requests, and internal processes that could be automated or supported through AI.
• Help design, test, document, and promote automation and AI agent workflows that can be reused by the Pooled CSM team and the wider Customer Success organization.

Operating model

• No permanently assigned CSM for each account.
• Primarily reactive customer engagement based on incoming requests.
• Defined open hours, for example two half-days per week accessible through a booking link.
• A catalog of standardized initiatives that can be delivered across multiple customers.
• Extensive use of AI and internal tools to support research, customer communication, documentation, and workflow automation.

Account Managers will retain a central role in the commercial relationship and overall account steering. They will remain the primary escalation point for strategic and commercial topics.

Dedicated CSMs will continue to own the strategy and relationship model for strategic accounts. They may collaborate with the Pooled CSM team when a scaled initiative can support several customers at once.

Expected level of service

• Handover documentation for each account.
• Response and documentation templates.
• Information available in the CRM and customer collaboration channels.
• Dust and other internal knowledge resources.
• Clear escalation paths to Account Managers, dedicated CSMs, and internal experts.

What this role is not

• Own a fixed portfolio of accounts.
• Develop and execute a full account strategy for every customer.
• Act as the permanent point of contact for each account.
• Lead every Business Review independently.
• Provide the same level of personalization as a dedicated CSM.

Required experience and skills

• Experience in Customer Success, Account Management, customer support, enablement, consulting, or a similar customer-facing role.
• Strong written and verbal communication skills in French and English.
• Ability to respond clearly and professionally to a wide range of customer requests.
• Strong organizational skills and attention to detail.
• Ability to manage competing requests and prioritize effectively.
• Comfort working with standardized processes, templates, and shared workflows.
• Ability to work independently in a distributed or hybrid team environment.
• A pragmatic and execution-oriented mindset.
• Confidence using CRM systems, collaboration tools, email, and knowledge platforms.
• Ability to quickly learn new products and understand customer use cases.

Preferred experience

• Experience working with SaaS, digital analytics, product analytics, or technology customers.
• Experience delivering webinars, workshops, training sessions, or customer enablement programs.
• Experience creating customer-facing documentation, campaigns, playbooks, or reusable content.
• Experience working in a pooled, scaled, tech-touch, or one-to-many Customer Success model.
• Experience improving processes or turning customer needs into repeatable programs.
• Comfortable using AI tools to support research, analysis, content creation, and customer communication.
• Experience identifying automation opportunities or designing AI-supported workflows.
• Willingness to experiment with Dust and other internal tools to improve daily productivity and customer outcomes.

We are looking for someone who is:

• Customer-oriented while able to work within clear service boundaries.
• Comfortable with ambiguity and changing priorities.
• Structured, reliable, and disciplined in follow-up.
• Able to work effectively without owning every aspect of the customer relationship.
• Proactive in identifying repeatable solutions.
• Comfortable balancing customer-facing work with operational execution.
• Curious about AI, automation, and new ways of working.
• Collaborative and willing to share information and best practices.
• Focused on practical outcomes rather than unnecessary complexity.

How success will be measured

• Responsiveness and quality of customer support.
• Effective handling, resolution, and routing of incoming requests.
• Consistent execution of existing scaled initiatives.
• Creation and adoption of new repeatable initiatives.
• Quality and consistency of CRM and customer interaction documentation.
• Contribution to customer activation, engagement, and adoption.
• Effective use of Dust and other internal tools to improve the speed and quality of
• Identification and implementation of relevant automation and AI agent opportunities.
• Effectiveness of collaboration with Account Managers, dedicated CSMs, and internal teams.
• Contribution to improving the pooled CSM playbook and operating model.