Customer Success Manager - EMEA & US

Sociabble

Paris

Hybrid

EUR 90,000 - 140,000

Full time

37 hours ago

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Benefits offered by this job

Hybrid work: 3 days on site, 2 days 2-

Job summary

Sociabble, a Poppulo company, is seeking a senior Customer Success professional to own the business side of enterprise accounts in US and EMEA. You will manage 10–25 high-touch accounts with a duo partner (Digital Project Manager) to drive strategy, renewal, and growth.

Responsibilities include leading executive sponsorship, renewals, upsell opportunities, and translating project data into ROI narratives that matter to executives across a global client base.

Qualifications

5+ years managing enterprise client portfolios in B2B SaaS (CSM/Strategic AM/AE with ownership)
Owned full sales cycle: renewals, upsell, cross-sell, negotiation and close
Managed 10–25 high-touch accounts with senior-level cadence
Experienced with MEDDIC/BANT/SPIN or equivalent
Built direct relationships with Directors and C-levels for 12+ months
worked with US & EMEA enterprise clients and international stakeholders
English written and spoken at a C2 level

Responsibilities

Own renewals end to end: anticipate dates, build business case, negotiate terms and close
Identify and qualify upsell/cross-sell opportunities and run full cycle autonomously
Translate project data into ROI, adoption and impact narratives for stakeholders
Review and prioritize portfolio by value, risk and renewal proximity with the DPM
Lead Steering Committees and business reviews with executive stakeholders

Skills

Enterprise portfolio management

Full sales cycle ownership

C-level relationship building

Structured qualification frameworks (M

Tools

Gainsight

Planhat

BI dashboards

Job description

We are Sociabble, a Poppulo company and an international player in employee communication and engagement

Sociabble is the SaaS company behind an all-in-one platform for Internal Communication, Employee Advocacy and Employee Engagement. Its customers include major groups such as AXA, Coca-Cola CCEP, Vinci Energies, and Primark.

After growing as a bootstrap company for several years, Sociabble joined Poppulo, one of the global leaders in internal communication and employee experience solutions. This new chapter combines Sociabble’s agility and entrepreneurial DNA with the resources and ambition of an established group.

The product continues to evolve, with AI now integrated into both the platform and day-to-day working methods. At the same time, every customer benefits from structured, personalized support.

With teams in Paris, Lyon, and Mumbai, Sociabble remains a human-sized organization where everyone contributes directly to shared ambitions. English is the working language day to day.

A position is currently open within the Customer Success team.

Job Description

The role

You own the business side of enterprise accounts in US & EMEA: strategy, growth and the executive relationship. A dedicated Digital Project Manager runs operational delivery with you, in a true duo. Your job is to be the trusted advisor sponsors call first.

You manage a portfolio of 10 to 25 enterprise accounts in a genuinely high-touch model: recurring senior-level touchpoints per account, direct relationships with Directors and C-levels, and full ownership of the commercial cycle from qualification to closing.

What You Will Do

Relationships and sponsorship

Build and maintain trust with senior client stakeholders over months, with a proactive cadence per account: you re-engage silent sponsors instead of waiting for the renewal.
Map each account's governance (sponsor, project teams, regional stakeholders, IT, HR) and open doors when contacts change or go quiet.
Lead Steering Committees and business reviews with executive stakeholders.

Commercial ownership

Own renewals end to end: anticipate dates months ahead, build the business case, negotiate terms and close.
Identify and qualify upsell and cross-sell opportunities with a structured methodology, then run the full cycle in autonomy.
Turn project data into outcome narratives aligned with each client's business stakes: ROI, adoption, impact.

Execution with your DPM

Review and prioritize your portfolio by value, risk and renewal proximity, and arbitrate your agenda accordingly.
Detect churn signals early (usage drops, sponsor silence, stakeholder turnover) and drive the action plan.
Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client's business goals.

Qualifications

What we are looking for

This role can be a strong fit if you enjoy owning both the relationship and the revenue: building executive trust that lasts through difficult project phases, and running the full commercial cycle yourself. We are looking for someone who treats a client portfolio as a business to grow, with the discipline of account care and the reflexes of a closer.

Required Experience And Skills

You have at least 5 years of experience managing enterprise client portfolios in B2B SaaS, as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership.
You have personally owned the full sales cycle: renewals, upsell, cross-sell, negotiation and closing. You have deals where you ran the negotiation and the close yourself.
You have managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account.
You qualify and run long, complex cycles with a structured methodology (MEDDIC, BANT, SPIN or equivalent), and you can show how it changed a real deal.
You have built and sustained direct relationships with Directors and C-levels over 12 months or more, beyond operational contacts, including through difficult project phases.
You turn project data into business narratives: you select the indicators that matter to your client's stakes (ROI, adoption, impact) instead of reporting raw activity.
You have worked with US & EMEA based enterprise clients and international stakeholders.
You speak and write English at a C2 level. Concise, structured, impactful communication is verified at every step, and the entire hiring process runs in English.

What Will Help You Succeed In This Role

Sustained relationship building. You create trust quickly and maintain it over months: proactive cadence, re-engaging silent sponsors, staying present at Director and C-level rather than retreating to operational contacts.
Proactivity. You anticipate needs, risks and opportunities before the client raises them, and you detect churn signals early.
Prioritization. You take height on your portfolio regularly, rank accounts by value, risk and renewal proximity, and arbitrate your own agenda accordingly.
Team play in a duo. You work as a true pair with a Project Manager: proactive mutual information, respect for their constraints, shared focus on the client's business goals. Prior experience of a CSM and PM duo model is a plus.
Humility and coachability. You self‑assess honestly and integrate feedback fast.
Domain and tooling exposure. Internal communications, employee advocacy or engagement knowledge, CS tooling (Gainsight, Planhat or equivalent), BI dashboards, or frontline‑worker and manufacturing client contexts are all pluses, none is required.

Working at Sociabble

Sociabble is a structured and demanding environment. Team members are expected to clarify problems, propose solutions, and take ownership of their topics from start to finish.

AI is part of everyday work across all teams. We use it to structure thinking, produce, analyze, and automate.

This environment will suit you if you enjoy working with autonomy, adjusting your approach along the way, and being supported as you progress.

Your experience should help raise standards: understanding what already exists, asking the right questions, then proposing what needs to evolve. Management stays close to the field. What you deliver has a visible and measurable impact.

We value a consulting type of approach. Each customer benefits from a dedicated two-person team, combining business and project expertise, with the goal of becoming a trusted long-term partner. If you enjoy understanding a company’s challenges before proposing a solution, building long-term relationships, and supporting accounts with a high level of proximity, that is a strong signal.

Additional Information

Life at Sociabble

Office & hybrid work. This role is based in Paris, in the Marais. Our hybrid organization includes 3 days on site, and 2 days remote.

Growth & onboarding. Start with a personalized onboarding plan, then keep developing through internal workshops, Friday trainings, and year‑round learning opportunities. Internal mobility and progression are encouraged.

Team life. Join a human-sized, international SaaS company with regular moments to connect: afterworks, team‑building events, town halls, and SoTogether, our fully company‑funded annual multi‑day seminar.

Benefits. Annual day package, with 8 to 12 RTT days/year. Holiday bonus under the Syntec collective agreement. Edenred meal vouchers (€8/day, 50% covered). Leeto platform. Equipment provided: laptop, headset, monitor, and remote‑work accessories depending on need. 50% coverage of public transport and Alan health insurance.

Culture. At Sociabble, culture is explicit and shapes how we work every day. We value clarity, high standards, autonomy, ownership, direct feedback, and a strong spirit of collaboration.

Recruitment process