Customer Success Manager - SMB Portfolio & Process Design

Moka.Care; Paris; Hybride; EUR 50 000 - 75 000; Plein temps

Avantages offerts par ce poste

Selfcare program

BSPCE for everyone

Meal vouchers (Swile)

Résumé du poste

Moka.care is a mental health solution for companies, helping employees through therapy or coaching while supporting HR teams in caring for their workforce.

The Customer Success Manager – SMB Portfolio & Process Design role focuses on structuring and scaling portfolio management, building a clear operating model, and launching reactive inbound plus proactive outbound motion to support 100+ accounts and beyond.

Qualifications

• You enjoy building structure in ambiguous contexts and turning messy operations into clear, repeatable processes.
• You’re comfortable combining client-facing work with data-driven portfolio steering.
• You have a strong operational mindset and can design workflows, playbooks, and scalable routines.
• You are proactive, organized, and able to handle volume while keeping quality high.

Responsabilités

• Design and run the operating model for SMB portfolio management: define workflows, rules of engagement, handoffs, and the “what happens when” for each customer situation.
• Put in place an inbound + outbound system: inbound for reactive support (SLA, triage, escalation, knowledge base) and an outbound cadence based on signals with prioritized outreach.
• Manage the portfolio day-to-day: build strong relationships with stakeholders, drive adoption and engagement, ensure customers get value.
• Drive retention, renewals and growth: anticipate risks, manage renewals, and identify upsell opportunities including new product commercialization.
• Make it scalable: automate where possible, leverage AI, document playbooks, and improve processes for 100+ accounts and beyond.
• Monitor performance with data: define dashboards and KPIs (health, engagement, renewal, growth, response times) and steer priorities.

Description du poste

Who are we?

moka.care is a mental health solution for companies, with one mission in mind: nurturing healthy minds to foster healthy organizations.

We guide employees through individual and group therapy or coaching sessions.

Alongside we help HR teams to take care of their employees’ mental health on a daily basis.

Where we are currently: Since our creation in December 2019, more than 400 companies (L'Oreal, Spendesk, Qonto, Engie, Castalie, etc.) have joined moka.care, and we now have over 300,000 employees covered in France but also throughout the world!

We have raised 17,5 million euros and are 70 to help companies improve their mental well-being.

What we believe in? Excellence in care is our obsession.

Culture is not nice words we put on the walls, we have defined 4 tangible values to make this culture live: Team Play, Optimism, Ownership & Agility.

Why do we need you?

As a Customer Success Manager – SMB Portfolio & Process Design, your mission is to structure and scale the way we manage our portfolio of small accounts.

This role starts with process redesign: building a clear operating model, tools and routines so we can serve a large portfolio efficiently while keeping impact and satisfaction high.

You will set up a reactive inbound and proactive outbound motion (fast response + smart prioritization), and you will also contribute to commercializing new products to this segment.

Your responsibilities

• Design and run the operating model for SMB portfolio management: define workflows, rules of engagement, handoffs, and the “what happens when” for each customer situation.
• Put in place an inbound + outbound system:
  • Inbound: organize reactive support and requests handling (SLAs, triage, escalation, knowledge base / macros, tooling).
  • Outbound: build a proactive cadence based on signals (health, usage, renewal dates, opportunities, risks) and prioritize outreach.
• Manage the portfolio day-to-day: build strong relationships with key stakeholders, drive adoption and engagement, and ensure customers get value.
• Drive retention, renewals and growth: anticipate risks, manage renewals, and identify opportunities to upsell / cross-sell, including new products commercialization.
• Make it scalable (then scale it): automate where possible, leverage AI, document playbooks, and continuously improve processes so the model works for 100+ accounts and beyond.
• Monitor performance with data: define dashboards and KPIs (health, engagement, renewal, growth, response times), and use them to steer priorities.

You’re the ideal person if

• You enjoy building structure in ambiguous contexts and turning messy operations into clear, repeatable processes.
• You’re comfortable combining client-facing work with data-driven portfolio steering.
• You have a strong operational mindset and can design workflows, playbooks, and scalable routines.
• You are proactive, organized, and able to handle volume while keeping quality high.
• You can contribute to commercial growth (renewals, expansion, new product rollout) in a thoughtful, customer‑centric way.
• You communicate clearly in French and English.

Joining us you will

• Participate in an entrepreneurial fast-growing adventure and the possibility of having a huge potential for evolution inside moka
• See the concrete impact of your efforts each day and participate in nurturing healthy minds to foster healthy organizations
• Grow as a person and learn within a team of great people
• Be trusted: we hire great talents who lead us to the next level

We'll take care of you

• Access to Moka.Care: selfcare, individual & group sessions, and the possibility to test the new features in preview
• Benefit Fund - May: up to 1500€ net / year (125€ net / month)
• BSPCE for everyone
• Work life balance: 60% at the office - 2 days per week or 1 week per month remotely
• Swile Meal voucher card of 10€/day (restaurants, groceries and food apps)
• Gymlib for sport & wellness allowance
• Transportation allowance (50% reimbursed)
• 7 week holiday policy (& one additional day off per year)

Interview Process

• Phone interview
• Background Interview
• A Case study and job focused interview to project yourself in your future day-to-day job
• And finally a Value fit interview to make sure you’ll feel comfortable at moka
• Offer and reverse interview

If needed we organize other informal talks like coffee with the team.

Moka.Care is a disability-friendly company.