Founding CSM

Hyperline; Paris; Hybride; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Hyperline is building a category-defining product for revenue management and seeks a Founding Customer Success Manager in Paris to own post-deployment relationships, drive adoption, and shape our CS playbooks as we scale.

You will partner with Deployment Strategists and Sales to ensure renewals, upsell opportunities, and long-term customer value while representing the voice of the customer to Product.

Qualifications

• 5+ years of experience in customer-facing roles in a SaaS/tech environment.
• Exceptional written and verbal communication skills; able to simplify complex topics for customers.
• Strong business sense with ability to identify opportunities and drive outcomes.

Responsabilités

• Own the post-deployment customer relationship and drive adoption, satisfaction, and retention.
• Meet regularly with customers to maximize platform usage and solve product challenges.
• Run trainings to enable users on the platform and build scalable CS playbooks.
• Collaborate with Deployment Strategists and Sales on renewals and upsell opportunities.
• Surface customer feedback to Product and help shape the roadmap.

Connaissances

Customer Success

SaaS

Problem solving

Communication

Strategic thinking

Time management

Description du poste

Hyperline is redefining revenue management and empowering finance and operations teams to unlock smarter, faster revenue growth. We’re building a category-defining product, and we’re looking for high-performing talent to help shape and accelerate our next chapter.

As our customer base grows, we’re looking for a sharp, driven Founding Customer Success Manager to own the post-deployment relationship with our customers and build the playbooks that will define how we do Customer Success at scale.

This is an ideal opportunity for someone based in Paris who is energized by the challenge of turning customers into long‑term partners and wants to help build a customer success function from the ground up.

What you will do

• As a Founding CSM at Hyperline, you’ll take the handoff post-deployment, owning the customer relationship going forward and driving adoption, satisfaction, and retention across our portfolio while helping build the playbooks that will define how we do Customer Success at scale.
• Drive Adoption & Retention
• Own customer product adoption & satisfaction to drive retention across your portfolio.
• Meet regularly with your customers to help them maximize their usage of Hyperline and solve their product challenges.
• Run trainings to ensure users are fully enabled on the platform.
• Partner with our Deployment Strategists to ensure a smooth transition post-deployment and with Sales to secure renewals and identify upsell opportunities.
• Be the Voice of the Customer
• Act as the voice of the customer, working closely with our Product team to surface feedback and identify improvement opportunities.
• Prioritize what matters most, distinguishing signal from noise to help shape the roadmap.
• Coordinate beta testing of new features with select pilot customers ahead of release.
• Get Hands-On with the Product
• Take on customer support shifts alongside the rest of our Tech and Deployment teams.
• Take ownership of technical projects such as re-implementations or the deployment of standalone modules (CRM, Customer Intelligence, CPQ).
• Build & Steer the Function
• Design and implement the playbooks and operating rhythm for the CS function, differentiating strategic (high-touch) accounts from low-touch accounts.
• Drive the function’s performance in collaboration with Ops - tracking the right KPIs (risk score, product adoption, client satisfaction) and driving review routines.
• Use our stack (Attio, Linear, Plain, and Hyperline itself - leveraging our own customer intelligence capabilities) to run and scale our customer operations.
• Represent Hyperline
• Be a trusted advisor to your customers, translating their needs into clear, actionable outcomes.
• Report directly to our CRO, with direct visibility on strategy and priorities.

Who you are

• 5+ years of experience in customer-facing roles in a SaaS/tech environment.
• You are a natural problem solver and love to take up challenges.
• Exceptional written and verbal communication skills you are able to simplify complex topics for your customers.
• Strong business sense and genuine interest in client conversations, with an ability to understand strategic challenges and identify business opportunities.
• A proactive, action-oriented mindset—you take initiative rather than wait for direction.
• Strong organizational and time management skills, with the ability to prioritize and execute across multiple projects.
• Some technical acumen is preferred but not required—a willingness to grow your technical competency will help you succeed in this role.