Customer Success Manager – B2B SaaS | Mid-Market & Enterprise

Scaleflex; Lille; Hybride; EUR 70 000 - 110 000; Plein temps

Résumé du poste

Scaleflex, an international B2B SaaS company, seeks a Customer Success Manager to own Enterprise and Mid-Market CS for a portfolio of international customers.

As a trusted advisor, you will guide onboarding, adoption, renewals, and expansion, working with executive sponsors and cross-functional teams to ensure measurable value and reduced churn.

The role requires strong stakeholder management, project leadership, and fluency in English and French, with hybrid work in Europe.

Qualifications

• 5+ years in B2B SaaS Customer Success or strategic Account Management with direct ownership of mid-market or enterprise accounts.
• Demonstrated success in onboarding, product adoption, SaaS renewals, churn prevention, and measurable customer outcomes.
• Customer-centric mindset with executive stakeholder management skills and comfort in renewal conversations.
• Solid project management skills: prioritization, stakeholder coordination, and cross-functional delivery.
• Ability to explain technical SaaS products to business and technical audiences.
• Experience with CRM or CS tools such as HubSpot, Salesforce, Gainsight, ChurnZero, or equivalent.

Responsabilités

• Own Enterprise and Mid-Market Customer Success across a portfolio of international B2B SaaS customers.
• Manage the customer lifecycle from onboarding through renewal, delivering measurable value and protecting recurring revenue.
• Lead onboarding and implementation projects with technical teams, aligning scope, milestones and timelines.
• Build executive relationships and monitor health, usage, engagement, and satisfaction; anticipate churn risks and implement recovery plans.
• Oversee renewal discussions within commercial guidelines and identify expansion opportunities in collaboration with Sales.

Connaissances

Customer success

Strategic account mgmt

Stakeholder management

Project management

SaaS product knowledge

CRM tools

English French fluency

Outils

HubSpot

Salesforce

Gainsight

ChurnZero

Description du poste

Customer Success Manager – B2B SaaS | Mid-Market & Enterprise

Location: Europe – Hybrid (where employment is supported)

About Scaleflex

Scaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Our solutions help brands centralize and manage digital assets, automate image and media optimization, and deliver high-quality visual content across websites, e-commerce platforms, and digital channels.

Our offering brings together Digital Asset Management (DAM), Media Optimization (DMO / Cloudimage), and practical Visual AI, with a flexible architecture designed for complex, multi-brand environments.

With a team of 50 people across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, ownership, open communication, and collaboration. Your expertise and initiative can make a visible impact.

Your Mission & Key Responsibilities

Own Enterprise and Mid-Market Customer Success across a portfolio of international B2B SaaS customers.

As a trusted advisor, manage the customer lifecycle from onboarding and adoption through renewal, delivering measurable value and protecting recurring revenue.

This hands-on role combines executive stakeholder management, structured project management, technical curiosity, and commercial accountability.

Onboarding & Adoption

Lead customer onboarding and implementation projects with technical teams, aligning scope, owners, milestones, and timelines.

Build outcome-focused success plans and accelerate time-to-value through enablement, training, and best practices.

Account Management & Customer Health

Build executive relationships and manage business and technical stakeholders across globally distributed customer teams.

Monitor customer health, product usage, engagement, and satisfaction; anticipate churn risks and execute recovery plans.

Run regular check-ins and business reviews, demonstrating value and advocating for customer needs internally.

Own SaaS renewal management and customer retention, protecting recurring revenue and reducing churn across your portfolio.

Lead renewal discussions within agreed commercial guidelines; identify account expansion opportunities and partner with Sales.

Build customer advocacy and report on renewal forecasts, adoption, customer satisfaction, and retention metrics.

Process & Collaboration

Maintain accurate account records, success plans, activities, and forecasts in HubSpot.

Coordinate cross-functional projects and escalations with clear accountability and timely customer communication.

Help develop scalable Customer Success playbooks, processes, and customer engagement initiatives.

Requirements

Must-Have

5+ years in B2B SaaS Customer Success or strategic Account Management, with direct ownership of mid-market or enterprise accounts.

Demonstrated success in customer onboarding, product adoption, SaaS renewals, churn prevention, and measurable customer outcomes.

Customer-centric mindset, executive stakeholder management skills, and confidence in commercial renewal conversations.

Solid project management skills: organize priorities, coordinate stakeholders, and deliver cross-functional initiatives.

Ability to explain technical SaaS products to both business and technical audiences.

Proactive, autonomous, data-driven approach to customer lifecycle management; strong communication and problem-solving skills.

Experience with CRM or CS tools such as HubSpot, Salesforce, Gainsight, ChurnZero, or equivalent.

Languages

Professional fluency in English and French, written and spoken.

German is a plus.

Nice-to-Have

Experience in MarTech, e-commerce, content, or cloud solutions (DAM, PIM, CMS, DXP, media optimization).

Familiarity with API-first or developer-oriented products.

Experience supporting internationally distributed customers and multi-brand organizations.

Meaningful ownership of a strategic customer portfolio, with autonomy and direct impact on customer outcomes.

A positive, collaborative, multicultural team with close cross-functional and leadership interaction.

Opportunity to help shape scalable Customer Success practices in a growing international SaaS company.

Professional development and exposure to complex global customer environments.

Base salary plus performance-based variable compensation (details to be confirmed).

Hybrid working arrangements, subject to location and company policies.

Hiring Process

HR screening: experience, motivation, languages, and practical fit.

Chief Experience Officer interview: customer strategy, project execution, and commercial ownership.

Practical case study and team-fit discussion with Chief Experience Officer and Chief Sales Officer.