Mid-Market Customer Success Manager (F/M) - Paris/Lyon

LumApps; Tassin-la-Demi-Lune; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

RTT days

Meal vouchers

Free snacks & coffee

Yoga classes

Parental leave and family moments

Health insurance

Afterworks and celebrations

Equipment of your choice

Language courses

Job summary

LumApps is seeking a Mid Market Customer Success Manager in France to manage and grow a portfolio of strategic Mid Market accounts, both direct and indirect. You will drive usage-based adoption of our AI-powered collaborative platform and coordinate with Product, Engineering and Support to ensure success.

Work closely with Account Managers on renewals and upsell opportunities, while partnering with other LumApps teams to deliver outstanding customer experiences.

Qualifications

• 3–5 years in a SaaS company, with mid‑market experience.
• Proven track record in complex Mid Market account management.
• Strong cross‑functional collaboration with customers and partners.
• Fluent in French and English, both written and spoken.
• Excellent communication and presentation abilities; capable of strategic guidance.
• Familiarity with sales cycles and working with commercial teams.

Responsibilities

• Manage and grow a portfolio of Mid Market accounts (direct and indirect).
• Drive a usage-based approach to promote platform adoption.
• Build and maintain trusted relationships with regular check-ins.
• Collaborate with Product, Engineering and Support as liaison when needed.
• Lead action plans for customers; collaborate with clients and partners for platform improvements.
• Coordinate LumApps PMs/POs for targeted engagements.
• Collaborate with Account Managers on renewals and upsell opportunities.
• Partner with LumApps teams to deliver the most impactful customer experience.
• Voice the customer internally to Product teams.
• Keep the customer database up to date and report on activities and revenue.
• Ensure platform adoption continues to grow.

Skills

Mid Market account management

Relationship building

Cross-functional collaboration

Fluent English & French

Communication & presentation

Sales cycle familiarity

Job description

LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.

Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.

In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose.

To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

• Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,
• Transform employees into real ambassadors of their company,
• Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,
• Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.

With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.

If these core values sound like you: "be bold, do amazing things", "say what you mean, do what you say", "one team, same mission", "always be evolving".

Team

The EMEA Customer Success team, currently made up of 10 people, is dedicated to supporting our clients throughout their entire journey with LumApps. Our primary objective is to ensure a high level of satisfaction and guarantee the success of our clients’ transformations and projects.

Missions

As an Mid Market Customer Success Manager, you will be responsible for managing and growing relationships with our largest and most strategic customers. Your key responsibilities will include:

• Managing a portfolio of Mid Market accounts (direct and indirect customers), ensuring long-term success and customer satisfaction.
• Driving a usage-based approach to promote platform adoption and support the evolution of the solution within client organizations.
• Building and maintaining trusted relationships through regular check-ins, tailored to each customer’s needs.
• Supporting clients with issue resolution by acting as the liaison with Product, Engineering and Support teams when necessary.
• Recommending, leading, and executing action plans for your customers. Collaboration with both clients and partners is key to continuously improve platform performance, change management, and adoption.
• Coordinating LumApps project managers and product experts (PMs or POs) for targeted engagements.
• Collaborating closely with Account Managers on renewals, while identifying and tracking upsell and cross-sell opportunities.
• Partnering with other LumApps teams (Customer Experience, Marketing, Sales, Product, Engineering) to deliver the most impactful customer experience.
• Acting as the voice of the customer internally by sharing feedback and product evolution needs with Product teams.
• Keeping the customer database up to date and ensuring accurate reporting on activities and revenue.
• Ensuring that adoption on the platform grows Driving continuous growth in platform adoption.

Skills

• 3–5 years of experience in a SaaS software company, ideally in the deployment of internal communication, collaboration, or HRIS solutions.
• Proven track record in complex Mid Market account management and managing complex customer relationships.
• Proven track record in cross-collaboration function with both customers and business partners
• Fluent in French and English, both written and spoken.
• Strong relationship-building skills, able to engage with internal teams, partners, and C-level stakeholders at client organizations.
• Excellent communication and presentation abilities, capable of influencing and guiding clients strategically.
• Familiarity with sales cycles in a competitive market and ability to partner effectively with commercial teams.

Why You’ll Love Working at LumApps

We’re proud to offer a work environment where people feel supported, valued, and empowered. Here’s a peek at what we offer:

• Hybrid work model – 2 days at the office, 3 days remote
• RTT days – 10 extra days off per year
• Meal vouchers (SWILE) + free snacks & coffee
• Yoga classes - Take a mindful break in our Paris office
• Supportive parental leave and family moments — yes, even a Christmas party for your kids !
• Health insurance (ALAN) – 60% covered + full life & disability cover
• Afterworks, team celebrations & seasonal parties
• Equipment of your choice
• French & English lessons, professional development & access to Leeto CSE

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.