Founding Customer Success & Experience Manager

Meilisearch; Paris; Hybride; EUR 65 000 - 90 000; Plein temps

Résumé du poste

A leading search technology company in Paris is seeking a Customer Experience Operations role. This position involves building customer relationships and driving operational improvements within a fast-paced environment. The ideal candidate thrives on customer empathy, strong analytical skills, and teamwork. A hybrid work model in Paris provides flexibility, competitive pay, and attractive benefits including stock options and paid parental leave.

Prestations

Stock options

Flexible working hours

Health and wellness stipend

Paid parental leave

6 weeks paid time off

Qualifications

• Candidate should enjoy understanding customer needs.
• Ability to analyze data and make informed decisions.
• Experience with SaaS products and tools preferred.

Responsabilités

• Own relationships with largest customers to understand their challenges.
• Analyze customer behavior and deliver actionable insights.
• Design CSX processes and collaborate with other teams.

Connaissances

Customer empathy

Strong analytical ability

Excellent communication in English

Comfortable with SaaS tools

Autonomous prioritization

Outils

HubSpot

Stripe

Description du poste

About the company

Meilisearch is redefining the future of search for developers and end-users alike.

Our open-source, Rust-powered search engine delivers lightning-fast, typo-tolerant, and hyper-relevant results—out-of-the-box, with intuitive APIs and minimal configuration.

From powering the discoverability of 300,000+ AI models at Hugging Face to transforming retail experiences for Louis Vuitton, Meilisearch is trusted by thousands of organizations and developers worldwide.

Since 2018, we’ve grown into a remote-first team across 8+ countries, backed by leading investors including Felicis Ventures, CRV and Seedcamp. Our vibrant community drives innovation, with every design spec, SDK, and feature built transparently in collaboration with contributors.

Join us and help shape the next generation of search—where speed, simplicity, and developer experience come first.

As we scale toward our next ARR milestones, CSX is becoming a critical pillar: keeping enterprise accounts successful while building a structured, data-driven understanding of our broader customer base.

This role is key in shaping how CSX operates at Meilisearch over the next 24 months.

Role Overview

We’re looking for someone who thrives in a fast-moving environment where you’ll have the room to take initiative & build our customer experience operations. You’ll be the main point of contact for our biggest customers & the person structuring how we understand and support the full customer base.

You’ll report directly to the COO and work closely with Sales, Solutions Engineering, Marketing, Product, and Engineering.

This is not a “come build a big team” role. It’s a hands‑on operator position: talk to customers, analyse usage data, identify patterns, fix processes, and help us shape what CSX should become at Meilisearch.

Later (after a few months), you’ll take responsibility for the support team (2 support agents + 1 support engineer).

There is room for this role to become a leadership position within 12–18 months if the fit and impact are right.

What You’ll Do

Customer‑facing (Enterprise focus)

• Own relationships with our largest customers: understand their business and product challenges.
• Be their internal voice: bring clarity, structured feedback, and prioritised insights to Product, Sales, and Engineering.
• Drive onboarding, expansion opportunities, and long‑term retention.

Customer insights & data

• Combine qualitative feedback and quantitative analysis to understand customer behaviour.
• Build and test hypotheses (e.g., churn risk predictors, adoption bottlenecks).
• Use product data + CRM + billing (e.g. HubSpot and Stripe) to get a full view of accounts.
• Run your own queries (SQL or with AI tools) to validate insights from our 500+ customer base.
• Deliver clear, actionable reports that guide product and business decisions.

Internal processes & structure

• Help design lightweight CSX processes: health scoring, onboarding flows, communication rhythms, escalation paths.
• Work closely with Sales and Solutions Engineering to clarify roles and avoid gaps.
• Collaborate with Product & Engineering to turn customer signals into roadmap inputs.
• After 6 months: manage and elevate our support activity and team.

Cross‑functional collaboration

• Work daily with Sales, Solutions Engineering, Marketing, Product, and Engineering.
• Ensure information is aligned and consistent across teams (a key failure mode we want to solve).
• Help identify future roles and structure as the CSX organisation grows.

What We’re Looking For (Must‑Have)

• Comfortable in a high‑paced, ambiguous environment. You build clarity where there is none.
• Strong customer and human empathy: you genuinely enjoy understanding people and what success looks like for them.
• Strong analytical ability: you can define hypotheses, validate them with data, and turn insights into decisions.
• Able to run your own analysis from start to finish: either with SQL or by using AI/LLM tools plus our existing analytics stack.
• Very comfortable with modern SaaS tools; you learn new tools quickly and don’t get blocked by them.
• You can prioritise autonomously and switch between tasks without losing the thread.
• You’re tool‑ and impact‑driven rather than process‑obsessed.
• Excellent communication in English (spoken & written). French is a plus.
• You like developer products, or at least understand the mindset of technical users.

Nice to Have

• Hands‑on experience with HubSpot (CRM, pipeline, deals, account view).
• Hands‑on experience with Stripe (subscriptions, MRR/ARR views, invoices, churn, expansion).
• Background in developer tools, search, SaaS, or similar technical products.
• Experience in customer success, solutions engineering, technical account management, or technical support.
• Prior involvement in support workflows.

Why This Role Matters

• Give a clear picture of customer health.
• Own complexity: Take charge of the most sensitive, high‑stakes, or ambiguous cases.
• Prevent surprises (churn, adoption blockers, broken onboarding).
• Build trust across teams by bringing clarity, consistency, and structure.
• Shape the CSX organisation with us — without trying to build an empire before the foundations exist.

€65,000 - €90,000 a year

Why you’ll enjoy working with us

• Hybrid working in Paris, remote in EU or US East‑coast timezone.
• Permanent full‑time contract.
• Stock options.
• Protected Fridays & flexible working hours.
• If you’re working from home, we will provide either a stipend for you to equip yourself, or an access to Fleex (Europe).
• Access to a mental health platform (moka.care) + 6 sessions with a coach/trained therapist.
• We support physical health and provide either a membership or a stipend for your sports activities each month.
• 3 months paid parental leave.
• 6 weeks paid time off.
• Management training to freshly hired and newly appointed managers.
• We all get together at least twice a year for a company offsite.

Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under‑represented groups tend not to apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We strive to develop an inclusive work environment that reflects the diversity of our open‑source community. We strongly encourage you to apply!