Customer Success Manager - maternity leave contract

Vialma; Paris; Hybride; EUR 40 000; Plein temps

Résumé du poste

A dynamic tech start-up is seeking a Customer Success Manager responsible for leading project delivery and optimizing customer experience. The ideal candidate will have 4-5 years of experience, fluent in German and French, and showcase strong organizational skills. This role offers flexibility in location, with remote work options and a focus on enhancing customer satisfaction across the board.

Qualifications

• 4-5 years of professional experience in a customer-facing role.
• Tech-savvy and comfortable with project management tools.
• Proven track record of managing clients with sales above 50k euros.

Responsabilités

• Lead Customer Success and ensure clients perceive value from our services.
• Manage project delivery and align milestones with client expectations.
• Drive process optimization and implement best practices.

Connaissances

Fluent in German

Fluent in French

Fluent in English

Customer satisfaction driven

Strong organizational abilities

Excellent communication skills

Problem-solving mindset

Formation

4-5 years of professional experience

Outils

JIRA

Confluence

Google Workspace

Slack

Zendesk

Description du poste

Start date: ASAP

Duration: full time for minimum 9 months with the possibility of renewal

Salary: 40.000€/year (or equivalent in local currency, depending on location)

Location: Bruxelles, Paris or within 3h of Munich. Potentially full remote if necessary.

Compulsory skills: Fluent in German, French and English

Vialma is searching for a Customer Success manager with a proven Delivery capacity, who is rigorous, proactive, energetic and is fluent in German. In this role, you will join our dynamic team and gain hands-on experience in operations, project management, and cross-departmental delivery while contributing to a fast-growing, tech-driven start-up.

Vialma is a streaming service dedicated to arts and culture. We create unforgettable digital and multimedia experiences for our customers. We work in close partnership with brands, museums, concert halls to help them better connect with their audiences and generate revenues. We already work with a broad range of cultural organisations such as the Paris Opera, the Orsay Museum, the Palau de la Música in Barcelona, the London Symphony Orchestra,... various corporate brands and financial institutions.

What do we do exactly? We build white label streaming services and playlists with innovative features which help sell more tickets, raise more funds, or create a closer bond with a targeted audience. We take care of music licensing, tech and content management. We also launched a Health & Education branch: blue chips of the health and education industry use us to enable their patients, students, residents, enjoy arts. We already work with major players in their field and we can’t wait to increase that list with more names thanks to your input.

Before applying, please check what we do in more details in our B2B website here: https://solutions.vialma.com/en/home

The position is available from Brussels or Paris or within 3h of Munich in Germany, but we are remote friendly: some of us are fully remote while others enjoy working together regularly. You will be joining a friendly team of 20 Vialmagicians, located in 5 different countries, from 10 nationalities. With such stats, needless to say we embrace diversity and inclusion and we are committed to building a welcoming place for all.

This maternity cover role is for a senior-level position, responsible for overseeing the B2B and Content departments, with the support of an intern, to ensure smooth project execution and delivery.

Responsibilities

• Be in charge of Customer Success: you are accountable for our clients to perceive the value of our service during on boarding and throughout their usage
• Lead Project Delivery of white-label streaming platforms and dynamic players, ensuring that all project milestones, timelines, and deliverables are met with precision and in alignment with client expectations. Act as the primary point of contact for project stakeholders and internal teams.
• Drive Process Optimization by identifying inefficiencies across delivery workflows and implementing scalable tools, best practices, and operational improvements to enhance execution speed and quality.
• Oversee Project Management Systems (e.g. Jira, Confluence, Slack) by ensuring project documentation is accurate, up-to-date, and accessible. Support cross-functional collaboration by maintaining clarity and alignment across departments.
• Ensure Cross-Functional Communication, fostering alignment between Product, Tech, Content, and Customer Success teams. Lead regular status updates and delivery meetings to ensure full visibility of ongoing initiatives.
• Integrate Customer Feedback by collecting, analysing, and translating insights from clients and internal CS teams into actionable improvements. Champion a customer-centric mindset across project planning and post-delivery evaluation.
• Mentor Junior Team Members, including interns and coordinators, providing guidance, training, and support in line with project priorities and delivery excellence standards.

Our Tech Stack

At Vialma, we use a comprehensive technology stack to deliver outstanding digital experiences. Our core tools include, but are not limited to:

• Project Management & Collaboration: Atlassian Suite (JIRA, Confluence), Google Workspace, Slack
• Content Management & CRM: In-house CMS/CRM, Webflow, Joomla, HubSpot
• Communication & Support: Zendesk, Ringover, Mandrill, etc.
• Cloud & Infrastructure: AWS
• Design & Development: Figma, Canva, etc.
• Marketing: Mailchimp, Klenty, Cognism, Linkedin, etc.

Essential Requirements

• 4-5 years of professional experience
• Proven track record of accompanying customers representing 50k euros more of yearly sales
• Bilingual German / French and strong command in English
• Tech-savvy and comfortable with Jira, Atlassian, or equivalent tools and very familiar with CMS, CRM, databases, APIs,...
• Familiar with a full-remote or heavily distributed team
• Available full time for a minimum of 6 months

Optional requirements

• Familiar with Agile methodologies
• Interest in arts and culture. A passion / knowledge for classical music will be a great plus

You see yourself in this description

• Customer satisfaction driven
• Strong organizational and multitasking abilities
• Attention to detail and problem-solving mindset
• Excellent communication and interpersonal skills
• Proactive and adaptable, with a positive attitude

Candidates with prior knowledge and experience in Project Management and Customer Success will be prioritized.