Customer Success Manager (Europe) M/F/Mx

Trustpair; Paris; Hybride; EUR 43 000 - 66 000; Plein temps

Résumé du poste

Trustpair in Paris is hiring two Core Customer Success Managers to strengthen our Customer Success team in Paris. You will own a portfolio of B2B enterprise clients and serve as their main point of contact, building trusted relationships with AP Managers, Finance Directors, Procurement teams, IT teams, and senior decision-makers.

You’ll lead the customer journey from onboarding through adoption, retention, growth, and advocacy, with support from Account Management on commercial topics.

Qualifications

• 4 years of experience in a Customer Success role with account management responsibilities.
• Experience with B2B enterprise clients as main contact or owner.
• Experience leading onboarding and measuring adoption.
• Understanding how product adoption influences retention, renewals, and expansion.
• CRM hygiene and stakeholder management across multiple teams.
• Fluent French and English.

Responsabilités

• Own and prioritize a customer portfolio across 55–65 accounts.
• Lead onboarding projects and define successful adoption metrics.
• Monitor account health and identify risk to protect retention.
• Support renewals, expansion, and advocacy with Account Managers.
• Translate product complexity into clear business value for customers.
• Maintain disciplined CRM hygiene and coordinate across teams.

Connaissances

Customer Success

Account Management

Onboarding

Adoption Metrics

Retention

Outils

Planhat

HubSpot

Looker

Description du poste

Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 600+ enterprise companies worldwide. Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.

As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting‑edge technology. Our core product focuses on secure, reliable vendor account validation to wipe out fraud and boost efficiency.

Internally, teams across Trustpair use AI tools in their day‑to‑day work to automate repetitive tasks and unlock strategic insights that help us build and operate better. From day one, you’ll be encouraged and trained to integrate these tools into your workflow in a practical, hands‑on way.

With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action. We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide. If you want to see your work make an immediate impact in financial security, Trustpair is built for you.

Learn more about how we use AI in our everyday work.

About the role

Trustpair is hiring two Core Customer Success Managers to strengthen our Customer Success team in Paris. You will own a portfolio of B2B enterprise clients, and as their main point of contact, you will build trusted relationships with stakeholders including AP Managers, Finance Directors, Procurement teams, IT teams, and senior decision-makers.

You will lead the customer journey from onboarding through adoption, retention, growth, and advocacy, with support from Account Management on commercial topics.

This is an intermediate-level role offering meaningful autonomy and clear business impact. Your success will be measured through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption.

You’ll work closely with Account Management, Product, Implementation, Sales, Operations, and Revenue Excellence to deliver a strong customer experience and make sure the voice of the customer is heard across the business.

Location: Paris, with 2–3 days per week in the office
Package details: Paris-based intermediate range: €38–55k base + €5–10.5k variable, depending on profile and experience

What you'll do:

• Own and prioritize a customer portfolio: Act as the primary point of contact across approximately 55–65 accounts. Build proactive communication cadences, adapt your approach to each client, and ensure smaller or quieter accounts do not fall through the cracks.

• Lead onboarding and drive measurable adoption: Own or co‑lead onboarding projects, align stakeholders on expected outcomes, define what successful adoption looks like, and track real product usage.

• Protect retention by identifying risk early: Monitor account health, usage, engagement, and stakeholder signals to spot risk before it becomes an escalation. Build recovery plans and coordinate the right internal resources to get customers back on track.

• Support renewals, expansion, and advocacy: Connect adoption and customer outcomes to renewal health, flag growth opportunities, partner with Account Managers on commercial conversations, and help turn successful customers into advocates.

• Translate product complexity into business value: Build strong product fluency, explain technical topics or limitations clearly, and manage customer expectations when an answer requires input from a technical expert.

• Operate with discipline at scale: Use clear prioritization systems, health signals, and rigorous CRM hygiene to manage multiple lifecycle stages, deadlines, and stakeholders without defaulting to whichever customer is shouting the loudest.

• Represent the voice of the customer: Share structured feedback with Product, Implementation, Operations, and Revenue teams to improve the platform, internal processes, and overall customer experience.

What’s in it for you

• At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact - whether you're already hands‑on with AI or eager to learn, you’ll join a team that values and encourages AI‑driven ways of working

• Join a highly dynamic and motivated CS team that is always ready to help each other

• A structured onboarding plan designed to help you ramp‑up quickly

• Clear ownership of outcomes across retention, expansion, adoption, satisfaction, and advocacy

• An autonomous role managing a varied customer portfolio where every account brings different challenges

• The opportunity to build your customer, commercial, operational, and product skills

• Close collaboration with experienced colleagues across Customer Success, Account Management, Product, Implementation, Operations, and Revenue Excellence

• The ability to bring customer insight into product and process decisions and help shape how the Customer Success team operates

• Career opportunities within a scaling international company in France and beyond

• An inclusive environment built around collaboration, cultural diversity, and parity

Why join Trustpair? A list of our perks here!

Must-Haves

• At least 4 years of experience in a Customer Success role with account management responsibilities, ideally within a B2B SaaS startup or scale-up

• Prior experience working with B2B enterprise clients as a main point of contact or account owner

• Experience leading customer onboarding and using measurable outcomes or usage signals to evaluate adoption

• An understanding of how product adoption and customer health influence retention, renewals, churn risk, and expansion

• A structured approach to prioritizing a sizable account portfolio, maintaining CRM hygiene, and managing multiple stakeholders and deadlines

• The ability to build trust, deliver difficult messages calmly, and explain complex topics clearly to operational and senior audiences

• Natural curiosity about how products work, the confidence to ask thoughtful questions, and the ability to translate technical concepts into business language

• A proactive and accountable approach, combined with the ability to work constructively across teams and learn from others

• Fluent French and English, with professional confidence working with clients in both languages

Nice-to-Haves

• Experience managing digital or technical client projects involving implementation, integrations, APIs, deployment, or IT stakeholders

• Exposure to fintech, payments, finance, procurement, fraud prevention, compliance, or financial controls

• Hands‑on experience using health scores, adoption data, NPS, CSAT, GRR, NRR, or similar indicators to guide account strategy

• Experience with tools such as Planhat, HubSpot, Looker, or comparable Customer Success and analytics platforms

• Strong problem‑solving skills and experience handling difficult client conversations in a calm, reassuring, and solution‑oriented way

Recruitment Process

• First Call with Morgan, Talent Acquisition Specialist (30 mins)

• Experience Interview with Mathilde, Head of Customer Success Europe (1 hr)

• Technical & Commercial Panel Interview with two teammates (45 mins)

• Onsite Visit: Case Study with Yann and Mathilde, Head of International CSM (1 hr) + Coffee Fit with members of the Customer Success team (30 mins)

• Cofounders Interview with Alexandre, Co‑founder and Managing Director (45 mins)
  

Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.